Challenge

The organization introduced new leadership competencies.

However:

• Leadership expectations were inconsistent.

• Feedback practices varied widely.

• Engagement scores indicated a need for improved leadership alignment.

• Required competency introduction in a way that encouraged buy-in, adoption, and behavioral change.

Scope and Constraints

• Audience: Leadership cohort across multiple teams and national resort locations

• Stakeholders: Executive leadership, HR, Operations leaders, SMEs, Training leadership

• Timeline: Strategic rollout aligned to broad leadership culture initiatives

• Risk: Inconsistent leadership expectations and feedback

• Business Need: Introduce new leadership competencies in a way that drives alignment and buy-in.

Strategic Approach

• Performance and Culture Alignment: 

  1. Conducted a Training Needs Analysis (TNA)

  2. Collaborated with executive leadership to define competency expectations

  3. Integrated feedback frameworks

  4. Frameworks personally introduced by high-performing leaders within the company (via video)

• Behavior-Centered Design: Designed multimedia-rich eLearning introducing custom leadership competencies

• Aligned rollout to broader organizational culture initiatives

Instructional Strategies

• Multimedia Learning with aspects of Social Learning (video featuring internal company leaders)

• Change Management Integration

Learning Theory Integration

• Andragogy - relevance to leadership challenges

• Transformative Learning - reflection and behavior shift

Deliverables

• Training Needs Analysis (TNA)

• Design document

• Storyboards

• Interactive eLearning series with 

• Video production

• Job aid/reinforcement material

Results and Impact

• Strong adoption across the leadership cohort

• Improved qualitative feedback scores

• Increased clarity and consistency in leadership expectations

• Reinforced standardized feedback practices across teams and resorts

Challenge

The organization launched a new customer rewards program to improve the customer experience and encourage repeat business.

However:

• The program details were still changing and not finalized.

• Training roll-out was required within four weeks.

• Leaders and employees were unclear or unaware of the program.

• Employees needed to know how to explain the program to customers and how to apply reward points correctly.

• There was a risk of inconsistent implementation.

• The compressed timeline was driven by a company-wide launch event.

Scope and Constraints

• Audience: 9,000+ employees across the nation, company-wide

• Stakeholders: Executive leadership, Operations

• Timeline: Rapid rollout aligned to a launch date four weeks out

• Risk: Low engagement, misuse of reward structure

• Need: Clear awareness and behavioral adoption, employee buy-in

Strategic Approach

• Multi-channel deployment: LMS release, email campaign, launch event, completion tracking, data tracking for ROI

• Incorporated CEO video and scripting development to align messaging and support program buy-in

• Rapid iteration cycles, including:

  1. Developed initial prototype within days

  2. Conducted stakeholder review loops

  3. Refined messaging and updated content as changes were communicated

  4. Aligned program with organizational culture and initiatives

• Multi-modal, layered rollout including:

1. Initial eLearning to introduce the rewards program and gain buy-in

2. Collaborated with Communications teams to launch messaging and track employee participation

3. Developed FAQ hub, job aids, and LMS pathing

4. Subsequent training and communication tools to be determined based on rollout data and business strategy

Instructional Strategies Used

• Scenario-based examples showing "what qualifies"

• Immediate application prompts

• Clear decision trees to reduce ambiguity

• Video and eLearning modalities to increase employee buy-in

• Job aid assets for just-in-time access

Learning Theory Integration

• Andragogy - problem-centered, relevance-driven

• Cognitive Load principles - layered, multi-modal rollout

Deliverables

• Interactive eLearning module (Articulate Storyline, Adobe CC Premiere Pro video)

• Scripts for CEO and other leadership

• FAQ knowledge base

• LMS pathing/tracking/reports

• Communication toolkit (email templates and messaging)

Results & Impact

• Company-wide adoption; 100% adoption/completion rate in first 30 days

• Positive customer sentiment reflected in Medalia reports

• Increase in repeat customer sales/traffic

Challenge

A government healthcare contractor needed to improve identification procedures for a special beneficiary population, including eligibility, enrollment, coverage requirements, deadlines, and fee structures.

However:

• The training need was identified by the government partner overseeing the contract, after repeated compliance errors were discovered

• A formal corrective action plan with strict timeline requirements was issued

• Regulations were complex and had not been fully operationalized at the time of contract implementation

• The issue affected high-profile beneficiary groups, increasing visibility and risk

• No existing training materials or documented processes were available to guide identification of this beneficiary population

• All training and communications required rigorous compliance review, including approval from government partners

• Clear, accessible, accurate information was critical

Scope and Constraints

• Audience: Thousands of employees; organization-wide retraining required

• Stakeholders: Government partners, Operations, Communications, SMEs, Executive leadership

• Timeline: Less than two weeks to analyze, complete action mapping, create a storyboard, and build a prototype. An additional two weeks for leadership and government review, revisions, LMS deployment, and workforce communication. Full completion required within 30 days

• Risk Factors: 

  1. Regulatory noncompliance

  2. Missed eligibility deadlines

  3. Misinterpretation of beneficiary requirements

  4. Reputational damage

  5. Financial penalties associated with corrective action

• Business Need: Create clear,  compliant training that improves special beneficiary identification and meets both company and government approval standards.

Instructional Strategies

• Scaffolded learning progression: foundational knowledge - process behaviors - applied system workflows

• Integration of new and updated software procedures

• Visual, step-by-step walkthroughs

• Animated workflow explanations to clarify complex procedural logic

• Plain-language scripting to translate dense contract language into actionable guidance

Learning Theory Integration

• Dual Coding Theory - paired visuals with narration for improved retention

• Andragogy - practical, relevance-driven explanations focused on real-world application

• Cognitivism - structured content sequencing, chunking of complex regulatory information, and guided practice to support schema development and long-term retention

Deliverables

• Storyboard 

• Script

• AI voiceover

• Web-Based Training (WBT)/eLearning

• SCORM package (.ZIP file)

Results & Impact

• Successful organization-wide retraining within the required corrective action timeline 

• SCORM delivered earlier than deadline

• Content and storyboard approved by all reviewing parties on first submission, with only minor revisions requested

• Positive learner survey feedback highlighting clarity, retention, and usability