A Voice of the Customer (VoC) survey, conducted online over 60 days, provided a comprehensive dataset to analyze customer perceptions and experiences across key service dimensions. The survey captured multidimensional feedback from military and government service-related personnel. Analysis of the survey results revealed valuable insights into customers’ experiences with customer service interactions, communication channels, and perceptions of value. 

In response, the organization developed the instructor-led training, Preventing Military & Government Service-Related Discrimination, designed to address these gaps. The integration of data-driven training equipped employees with the skills and confidence needed to build trust with customers.

A course roadmap was created for the e-learning course De-Escalating Conflict in Public Transit, designed to train employees in effectively managing and resolving conflicts in public transit environments. The roadmap provides a concise summary of the course content and objectives, offering a clear framework for the desired learning outcomes. 

Developed with a strategic approach, the roadmap ensures a structured method to content delivery, focusing on learner engagement and practical application. It serves as a valuable tool for the e-learning development team, guiding the design and production process to create an impactful and actionable training experience.

A storyboard was developed for the e-learning course Creating Customer Centric Culture, aimed at training employees to embrace and implement a customer-focused approach within the organization. The storyboard includes detailed information to guide the development team, such as visual elements, narration, interactive components, and learner engagement strategies. 

The storyboard ensures a structured and learner-centered approach to content delivery, aligning with the course objectives and enhancing the overall learning experience. It serves as a foundational tool for the development team to create a cohesive and impactful training program. 

This script was created as part of a 4-part audio micro-course series titled Off the Grid, Making the Choice to Go Green, which educates listeners about the essential factors to consider when selecting solar panel systems. It integrates a marketing perspective, highlighting the benefits of solar panels to foster customer awareness, trust, and credibility in the market. 

Designed using principles of instructional design, the script ensures clarity and engagement, combining narrations with detailed production notes to guide the development and production team effectively. This approach supports both the delivery of key insights and the creation of a polished, professional audio course.

An Articulate Rise theme guide was developed to support the creation of the e-learning course De-Escalating Conflict in Public Transit, designed to train employees in effectively managing and de-escalating conflicts in a public transit setting. The guide provides detailed information for the e-learning development team, including a comprehensive list of theme settings required to build the course in Articulate Rise 360. 

Carefully crafted, the theme guide ensures consistency, usability, and alignment with learning objectives, enabling the development team to create a cohesive and engaging training experience. 

A style guide was developed for the course Creating Customer Centric Culture, designed to train employees on the organization’s strategic goal of fostering a customer-focused ethos. The guide provides detailed information to support the development team in preparing for production, including a summary of the style settings essential for creating the course in Synthesia. 

Designed using principles of instructional design, the guide ensures consistency, clarity, and alignment with instructional goals, serving as a critical resource for the development team to produce a polished and engaging learning experience. 

An impact analysis was conducted for the instructor-led training Preventing Military & Government Service-Related Discrimination. The impact analysis measured three key areas: participants' reaction, learning, and results. A feedback form captured participants' immediate responses to the training, while the assessment evaluated what they learned. 

The data was analyzed to determine how the training contributed to organizational performance and outcomes, to ensure alignment with business objectives. The impact analysis ensured consistency, clarity, and alignment with instructional goals, serving as a critical resource for analysis of the learning experience.