Detailed case studies for the portfolio projects.

Problem

Customer service representatives often focus on resolving the issue itself, but overlook how their tone and responses impact the customer’s emotional state. This can lead to increased frustration, reduced trust, and unnecessary escalation even when the issue is technically addressed.

Solution

I designed an interactive scenario-based simulation that places learners in a realistic customer support call after a customer has already contacted support twice. Learners make five decisions across the conversation, receive immediate feedback, and see the impact of their responses through a dynamic frustration meter and evolving customer dialogue.

The simulation emphasizes de-escalation, trust-building, and decision-making by allowing learners to experience how different response choices influence the outcome of the interaction.

Outcome

The final course provides learners with a practical understanding of how communication choices affect customer experience. By linking decisions to emotional outcomes, the simulation reinforces the importance of empathy, clarity, tone, and trust-building in successfully resolving difficult customer interactions.

Problem

Employees often submit IT support tickets with vague subject lines, incorrect categories, or incomplete descriptions. This leads to delays in routing, slower resolution times, and increased back-and-forth between users and support teams.

Solution

I designed a guided workflow simulation that teaches learners how to submit a clear, effective IT help desk ticket in a realistic system environment.

Learners progress through a step-by-step ticket submission process, selecting the appropriate category, writing a clear subject line, and choosing a detailed description. The experience provides immediate corrective feedback for poor choices and reinforcement for strong decisions, helping learners understand not just what to enter, but why it matters.

The simulation emphasizes root-cause thinking, specificity, and business impact, while maintaining a clean, enterprise-style user experience.

Outcome

The final simulation provides learners with a practical, repeatable approach to submitting effective IT support tickets. By reinforcing clear communication, accurate categorization, and detailed issue descriptions, the experience helps reduce support delays and improves overall efficiency in IT request handling.

Problem

Workplace learners often have uneven fire safety knowledge, especially around why extinguishers matter, which type to use, and what steps to follow before responding to a fire. That gap can create hesitation and unsafe decisions during an emergency.

Solution

I developed a Storyline 360 course that introduces key fire safety concepts through structured instruction, visual reinforcement, audio narration, and knowledge checks. The updated experience is organized around clear learning objectives, including the importance of fire extinguishers, extinguisher types and their uses, proficiency in the P.A.S.S. method, and general fire response expectations.

The experience balances clear content presentation with guided review and assessment so learners can connect safety procedures to real-world action rather than simply memorizing terminology.

Outcome

The final course gives learners a practical foundation in fire extinguisher awareness and safe response procedures. It supports compliance-focused training needs while helping employees recognize hazards, choose the right extinguisher more confidently, and respond with a clearer understanding of first-response best practices.

Problem

Employees receive a constant stream of email and may move too quickly to evaluate suspicious messages carefully. Without practical guidance, phishing emails can slip through because urgent language, misleading sender addresses, and unsafe links are easy to miss in the flow of daily work.

Solution

I developed a Rise 360 course that introduces phishing prevention through short, focused lessons on common red flags, suspicious content patterns, and safe response habits. The course uses concise explanations, click-through interactions, flashcard-style reinforcement, and a practical detection checklist to help learners evaluate messages more confidently.

The lesson is structured for fast completion while still giving learners concrete examples of what to look for, including sender mismatches, urgent requests, unexpected attachments, and attempts to collect sensitive information.

Outcome

The final course gives learners a simple framework for spotting phishing attempts before they click, reply, or share sensitive information. It supports security awareness goals by strengthening pattern recognition, decision-making, and day-to-day confidence in handling suspicious email.