Interactive Process Training

Description

This interactive eLearning course, developed in Articulate Storyline, was designed to strengthen associates’ ability to complete the closure process with accuracy, consistency, and confidence. The training focuses on the critical decisions required to determine closure readiness, apply the appropriate end action, and complete all required system updates. By combining guided instruction, scenario-based practice, and knowledge checks, the course translates a complex operational workflow into a structured, job-relevant learning experience.

Objective

Design and develop an interactive Closure training that enables associates to execute the closure process accurately, efficiently, and compliantly by validating account readiness, selecting the correct closure pathway, and completing all required documentation.

The Process

The project began with a content analysis and stakeholder collaboration to identify the most essential knowledge gaps and performance gaps within the closure workflow. Together, we defined the core learning topics:

1. Closure workflow and close-ready criteria

2. End-action determination, including recouped payments, canceled or withdrawn requests, and payment or overturn outcomes

3. Key closure considerations and decision points

4. Decision Tree application to support accurate closure readiness evaluation

5. Required status updates, notes, denials, closure actions, and checklist completion

6. Pre-closure documentation, final determination updates, and completion of associated tasks

7. Knowledge checks to reinforce understanding and improve retention

To manage development efficiently, each topic was treated as its own sprint. Every sprint followed a structured instructional design and development process:

1. Research content and validate procedural accuracy with stakeholders

2. Define learning outcomes aligned to job performance expectations

3. Design learner interactions that promote active decision-making

4. Create visual and instructional assets using Adobe InDesign

5. Build the learning experience in Articulate Storyline 

6. Share prototypes with stakeholders for review and feedback

7. Revise and refine content before final approval

Throughout development, I used reflection and iteration to strengthen both the learning experience and the practical value of the course. One of the most impactful design solutions was the creation of a Decision Tree that helps learners determine whether an account is ready for closure or requires additional action. This tool became a central performance support element within the course and was reinforced through interactive drag-and-drop scenarios that mirrored real decision points associates encounter on the job.

I also prioritized authenticity in the instructional design by integrating workflow-based practice tied directly to the tasks learners perform in their roles. This approach helped bridge the gap between conceptual understanding and real-world application, ensuring learners were not just reviewing policy, but practicing the decisions and actions required in their day-to-day work.

The Result

The final product is a polished, role-specific learning experience that standardizes the closure process and supports higher-quality performance. By guiding associates through closure readiness evaluation, end-action selection, and documentation requirements, the course helps reduce process inconsistency, improve workflow efficiency, and minimize errors caused by incomplete or incorrect closure steps.

From an instructional design perspective, the course successfully transforms a detailed operational procedure into an engaging and performance-focused learning solution. The result is training that not only informs, but equips learners to apply their knowledge with greater speed, accuracy, and confidence in the workplace.