Audience: First Financial Group (fictional) employees and all organizational members, including on-site and remote employees, contractors, and third-party vendors, underlining that everyone plays a part in maintaining cyber security.

Business Problem: First Financial customers have experienced a security breach, resulting in the theft and compromise of their sensitive data by unknown hackers. Many customers have reported that their personal information was stolen and have observed a rise in phishing emails as a consequence of the breach.

Solution: The training aims to empower employees to identify and mitigate threats. Participants will learn about hacker tactics and safety protocols, enabling them to recognize risky emails and report them effectively. Safeguarding confidential and sensitive data requires strong policies, continuous training, and a workplace culture that prioritizes data security.

Highlights: This course features triggers, interactive elements, layers, states, knowledge checks, a final assessment, text-to-speech naration, and a continuous scenario that incorporates real-life examples.

Process: The development of this e-learning course for First Financial Group (fictional) was guided by a structured process. It started with a needs analysis involving subject matter experts (SMEs) to identify gaps and establish learning objectives, which informed the choice of training modality based on the ADDIE model. A detailed design document and storyboard were created to outline the course, developed using Articulate Storyline with interactive scenario-based elements. Once developed, the course will be published in line with the company’s compliance requirements. The training's effectiveness will be evaluated through a Level 3 assessment using the Kirkpatrick method. The course includes a scenario-based assessment requiring a passing score of 80%, as well as two knowledge checks. Learning methods will feature knowledge retention tests, scenario assessments, simulation exercises, and feedback from IT and security teams.

Tools: Articulate Storyline 360, Canva

Audience: H2O Remote Call Center Existing and Onboarding Call Agents

Business Problem: Customer complaints have risen due to delays in emergency responses and lengthy hold times when reaching an agent. This has led to a spike in negative reviews and a decline in customer satisfaction ratings.

Solution: Remote call agents are using inconsistent codes, resulting in vague descriptions of emergencies and inaccurate information retrieval, which affects the dispatch process. To address this issue, the solution is to modernize work processes by revamping call handling and emergency dispatch procedures. This enhancement will improve the performance of remote service agents, ensuring efficient and effective assistance. The goal is to streamline customer service, leading to quicker and more accurate responses to calls and emergencies.

Highlights: This course features triggers, interactive elements, knowledge checks, a final assessment, voice-over narration, and a continuous scenario that incorporates real-life examples.

Process: The development of this e-learning course for H20 Water Company (fictional) followed a systematic approach. It began with a needs analysis to assess whether training could effectively address performance issues resulting from outdated content. Working closely with the human resources department as subject matter experts (SMEs), we identified gaps and established clear learning objectives, which guided the selection of the appropriate training modality. A comprehensive content map was created to outline the course, which was developed using Articulate Rise and included interactive scenario-based elements. Once completed, the course will be published in accordance with company compliance requirements. Its effectiveness will be evaluated through a Level 3 assessment using the Kirkpatrick method, incorporating a scenario-based assessment that requires a passing score of 80%, along with one knowledge check. The learning methods will encompass knowledge retention tests, scenario assessments, and performance reviews, supplemented by future customer satisfaction surveys.

Tools: Articulate Rise and Canva