Instructional Design Samples
The examples of courses featured on this page include courses that I created from scratch or have collaborated with other instructional designers to build & improve.
Some feature information is not meant for public access and will require a password to view. I will provide the necessary temporary password upon request for an interview.
Some instructional design projects I worked on are listed on a separate page. If you’d like to learn more about them and how they were achieved, click the button below.
Case Management | Working With Cases
An agent that is handling activities (whether they be email, chat, phone, or messaging) benefits from being able to manage the types of cases that come in. The agent console provides tools to manage these activities and their parent cases. This lesson covers different actions an agent can take to merge, transfer, or manage their cases.
Advisor Desktop | Search
In a call center, it’s very likely that agents have the histories of countless customers and cases with relevant information that could assist in the resolution of a new activity. A useful search helps an agent find the information they need quickly and efficiently. This course showcases how a user can utilize the search functionality of the Advisor Desktop to find the activity they want based on various details and variables.
Knowledge Academy | Design
One of the numerous modules in the Knowledge Academy, the Design course discusses a key factor in any knowledge management project, as it explores several important factors to consider before the launch of a knowledge project.
PowerPoint slides and narration provided by subject-matter expert, Ian Jones.
Codes and Classifications in the Administration Console
Classifications are tools to identify activities and cases in the agent’s console. They can be used to quickly organize tasks, and they also help in running reports.
In addition, transfer codes, not ready codes, and resolution codes can be used by agents to record reasons for certain choices that they made.
The overall purpose and how to create each item are described in this interactive course.
AI + Knowledge Learning Center
As part of a new product launch, I created a version of the product help & e-learning that merged with one another. This was partially an experiment to improve our product help files, as well as a chance to foster a new method of developing e-learning that used a micro-learning format provided by Articulate Rise.
Theme elements for the interface were provided by Adobe RoboHelp and learning experience designer John Wise.
Let’s Connect
I’m here to help and offer my expertise as a technical writer and instructional designer. If you need assistance with your documentation or learning management system, please feel free to reach out.