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SIMPLIFYING SYSTEMS AND PROCESSES TO DRIVE CONSISTENCY

TURNING COMPLEXITY INTO CLARITY

KEY HIGHLIGHTS

This learning solution demonstrates how a complex, multi-step member complaints process can be transformed into clear, actionable guidance. By simplifying decision points, structuring documentation steps, and designing for real-world application, the experience helps employees move from uncertainty to confident execution. The result is improved accuracy, stronger compliance, and more consistent handling of member complaints.

Business Problem

Handling member complaints required employees to navigate a complex process with multiple decision points, documentation requirements, and routing paths.

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This created several challenges:

  • Overload of procedural and documentation requirements presented at once

  • Difficulty identifying the correct complaint type and next steps

  • Inconsistent documentation and routing across representatives

  • Increased reliance on support and reference materials

 

There was a clear need to design a structured learning experience that simplified the process and supported accurate, consistent execution on the job.

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Audience

Primary Audience:​

Customer Care Specialists responsible for receiving and documenting member complaints and ensuring proper handling and resolution.​

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Secondary Audience:

Support teams and departments involved in complaint routing and resolution, including quality, compliance, and operations teams.

Results/Impact

  • Improved understanding of the end-to-end complaint process

  • Increased confidence in identifying complaint types and next steps

  • Improved accuracy in documentation and complaint tracking

  • Reduced need for additional clarification and escalation

  • Supported more consistent execution across teams

My Role

Learning Needs Analysis

I conducted a comprehensive analysis to understand the member complaints process, associated documentation requirements, and key decision points required for accurate handling.​

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This included:

  • Partnering with Customer Care supervisors to clarify procedures, workflows, and compliance requirements

  • Identifying areas of complexity, confusion, and risk in the existing process

  • Analyzing how employees were expected to apply the process in real-world scenarios

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Experience Design & Development

I designed and built the full learning experience from the ground up, transforming a complex process into a structured, scenario-based eLearning solution.

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This included:

  • Defining the course structure, flow, and progression to support clear understanding and application

  • Designing scenario-based interactions to reinforce decision-making

  • Developing the full course in Adobe Captivate, including interactions, knowledge checks, and video-based content

  • Creating and producing instructional videos to guide learners through key concepts and steps

  • Designing a visual job aid to support real-time application on the job​

Future Iterations

To further strengthen the program and increase sustained behavior change, I would:

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  • Break the course into smaller, modular components to support just-in-time learning

  • Add performance support tools to guide decision-making in live environments

  • Enhance the audio experience by replacing the current voiceover with a more natural, high-quality voice (either professionally recorded or advanced AI) to improve engagement and learner experience

Tools Used

Adobe Captivate • Vyond • Adobe Illustrator • Piktochart 

 • Microsoft Suite

Design Approach

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Structured Learning (Chunking & Scaffolding)

Content was organized into a structured progression:

  • Introduction to what constitutes a member complaint

  • Understanding why accurate handling and documentation matter

  • Learning the step-by-step complaint process

  • Applying knowledge through guided scenarios and decision points

 

This structure helped learners build confidence as they moved from understanding the process to applying it in realistic situations.​

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Reducing Cognitive Load

The member complaints process involved multiple steps, systems, and decision points that could easily overwhelm learners if presented all at once.

 

Content was simplified by:

  • Breaking the process into a clear, sequential 6-step workflow

  • Using consistent visuals and structure to reinforce understanding

  • Highlighting only the most critical information needed at each step

  • Supporting learning with a visual job aid for quick reference

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This approach made complex information more digestible, allowing learners to focus on applying the process rather than trying to interpret it.

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Bridging Learning to Real-World Performance

The course was designed to mirror real customer interactions, ensuring learners could directly apply what they learned on the job.​

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This was achieved through:

  • Scenario-based interactions that reflect common complaint situations

  • Decision-making activities requiring learners to identify complaint types and next steps

  • Knowledge checks that reinforce correct documentation and routing

  • Alignment with actual workflows and systems used in daily work

 

These interactions reinforced practical decision-making and helped bridge the gap between learning and on-the-job performance.

Example Course Elements

Click through the slides below to view examples from the course design.

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A few notes: Computer voices were required for ease in content updates. If I were to update this project for today, I'd use AI audio that has more natural tone and expressions. All company logos and references were removed or masked in these resources, so some visuals and audio may be missing or obscured.

Scaffolding

The course starts with introductory content and the course purpose - giving the learners the overall importance of their role in member complaints, as well as the impact of not following the member complaints process. This helps them root their learning in why the content is important and focus their attention.

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