Audience: This training is intended for all members of First Financial Group, including on-site and remote employees, contractors, and third-party vendors. It reinforces the message that cybersecurity is a shared responsibility and requires active participation from everyone across the organization. 

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 narration, and a continuous scenario that incorporates real-life examples.

Process: The effectiveness of this eLearning course will be measured through multiple assessments, starting with a Level 2 evaluation that focuses on learning outcomes. Learners must demonstrate mastery of key cybersecurity concepts through a scenario-based final assessment and two knowledge checks, requiring a minimum score of 80% to pass. These assessments evaluate knowledge retention, application of procedures, and real-world decision-making.

A Level 3 evaluation will follow using the Kirkpatrick Model to measure on-the-job application of skills. This stage will assess behavior change by observing learner performance, tracking cybersecurity compliance, and gathering feedback from IT and security teams. Together, these evaluations ensure the training leads to both knowledge acquisition and measurable improvements in cybersecurity practices across First Financial Group.

Tools: Articulate Storyline 360, Canva

Audience: This training is designed for H2O Remote Call Center agents, including both newly onboarded team members and experienced agents currently in the role. It provides essential guidance and support to ensure consistent performance, enhance service delivery, and reinforce best practices across the remote call center team. 

Business Problem: Customer complaints have increased as a result of delayed emergency response times and long wait times to reach an agent. These service issues have driven a rise in negative reviews and a decline in overall customer satisfaction. 

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 eLearning course for H2O Water Company followed a systematic instructional design approach. It began with a needs analysis to determine whether training would resolve performance issues caused by outdated content. In collaboration with the Human Resources team as subject matter experts (SMEs), we identified knowledge gaps and established clear learning objectives that informed the training strategy and modality. A detailed content map was created to structure the course, which was developed in Articulate Rise and features interactive, scenario-based learning.

Upon completion, the course will be published in alignment with company compliance standards. Its effectiveness will be measured through a Level 3 Kirkpatrick evaluation, including a scenario-based assessment with a required passing score of 80% and one knowledge check. Learner performance will be measured through knowledge retention activities, scenario assessments, and performance reviews, with future customer satisfaction surveys supporting long-term evaluation.

Tools: Articulate Rise and Canva