AMANDA GASSER
Lead Instructional Designer
Improving Learning and Performance for
Customer Support Teams
Customer Support Highlights
Customer support teams need learning experiences that help representatives quickly build knowledge, navigate complex processes, and deliver consistent service. I design training and performance resources that improve onboarding efficiency, strengthen team capability, and support performance in high-volume customer environments.
The examples below highlight projects where I improved onboarding efficiency, supported team capability development, and created engaging learning experiences that reinforce key operational concepts.
Performance-Focused Onboarding Design
Instructional Design Team Enablement
Interactive Learning Experience Design
I led the redesign of a Customer Care Representative onboarding module to improve efficiency and readiness.
The redesign reduced onboarding time by two days, accelerating time to productivity and increasing available support capacity while maintaining training quality.
To support instructional designers in creating clearer visual learning materials, I developed a team workshop on designing effective infographics.
These resources helped designers create clear visual references that improve retention and recall, enabling representatives to quickly locate information during customer calls and reduce handle time.
I design interactive learning experiences that use multimedia and learner engagement strategies to reinforce key concepts and support knowledge application.
These videos in this example helped representatives better comprehend internal processes so they could more clearly explain information to members and resolve inquiries more efficiently.
Audience
Primary Audience:
Customer Care Representatives progressing to the next level of onboarding after gaining initial experience handling basic customer calls.
Secondary Audience:
Customer Care Supervisors and Technical Support Assistants who supported representatives during customer interactions and reinforced the knowledge and workflows introduced during onboarding.
My Role
Learning Strategy & Curriculum Design
I led the redesign of the customer care onboarding curriculum, partnering with the facilitation team to restructure the learning experience to better align with how representatives investigate and resolve customer issues during live calls.
Stakeholder Engagement
I partnered with training facilitators and customer care leadership to ensure the redesigned curriculum reflected operational workflows and addressed the needs of representatives, supervisors, and technical support teams.
Project Leadership
I managed a team of five instructional designers, organizing the redesign into development workstreams, assigning project components based on team expertise, and overseeing timelines, priorities, and quality standards across the project.
Tools Used
Microsoft Tools • Adobe Illustrator • Vyond • Storyline • Snag-It
Business Problem
Module 2 of the Customer Care onboarding curriculum was designed around individual systems rather than how representatives actually investigate and resolve customer issues during calls.
Program data and feedback identified several challenges:
-
Lengthy training program that delayed readiness for live customer calls
-
Training design didn't support actual call flow
-
Representatives lacked confidence handling calls which led to high reliance on technical support assistants during customer interactions
-
Increased attrition after Module 2, when representatives faced more complex inquiries
The curriculum required redesign to better align training with real customer workflows, build foundational understanding earlier, and prepare representatives to handle increasing complexity with confidence.
Results/Impact
Reduced Onboarding Time
The redesigned curriculum streamlined content and improved learning flow, reducing onboarding time by an average of two days while maintaining training quality.
Increased Representative Confidence
Representatives completed the updated training with a stronger understanding of claims workflows and system navigation, helping them handle customer calls more independently.
Reduced Reliance on Technical Support
Following the redesign, the customer care team reported a reduction in calls to the technical support team, indicating representatives were better equipped to locate and interpret information during customer interactions.
Improved Retention Trends
The redesigned curriculum better prepared representatives for the increased complexity introduced in the second phase of onboarding, and early data showed improved attrition trends following Module 2 training.
Learning Design Strategy
Building Mental Models & Reducing Cognitive Load
The original training introduced systems individually, which required learners to manage multiple tools without understanding how they worked together during customer interactions.
The redesigned curriculum first introduced the claims process and how information flows through the system, allowing representatives to build a clear mental model before navigating multiple platforms.
Scaffolding Complexity
Content was sequenced from simple to more complex claim scenarios.
Representatives first practiced identifying and searching basic claims before progressing to situations requiring multiple systems and deeper analysis.
Predictable Learning Structure
Each unit followed a consistent learning structure, creating a predictable pattern across the curriculum. This consistency helped learners connect concepts between units and more easily navigate the training experience.
Audience
Primary Audience:
Instructional Designers responsible for developing training materials and performance support resources for customer care representatives.
My Role
I designed and facilitated a series of workshops to strengthen the instructional design team’s ability to translate complex operational processes into clear visual job aids and infographics.
Tools Used
Microsoft Tools • Adobe Illustrator • Vyond • Storyline • Snag-It
Business Problem
Customer Care Operations teams identified a need for quick-reference resources that representatives could easily use during live customer interactions.
Several challenges existed:
-
Existing SOPs and job aids were text-heavy and difficult to scan quickly
-
Representatives struggled to locate key steps while assisting customers on calls
-
Documentation often lacked clear structure and visual organization, making processes harder to follow
-
The instructional design team needed stronger guidance on how to transform complex procedures into clear, visually structured resources
These challenges created an opportunity to improve how process documentation was designed so representatives could quickly reference and follow procedures during customer interactions.
Learning Design Strategy
Visual Storytelling
Designers learned how to identify the key message behind a process and structure content so information flows logically and is easy to scan.
Information Architecture
The workshops introduced common infographic structures—such as flowcharts, timelines, comparisons, and hierarchies—helping designers choose formats that best represent the information being communicated.
Practice & Reflection
Designers applied these techniques to their own projects and shared their work in collaborative sessions, reinforcing learning through practice and peer feedback.
Example Design Elements
View examples from the team workshops below.
Finding Your Infographic Story
This infographic was designed to aid instructional designers in following process and a structure for their job aid/infographic design. Click the image to view the full pdf.
Structuring Your Infographic
This infographic used different graphic ideas to help structure the main content of their designs. Click the image to view the full pdf.
Audience
Primary Audience:
Customer Care Representatives returning for the second phase of onboarding after gaining initial experience handling basic customer calls.
Secondary Audience
Customer Care Supervisors and Technical Support Assistants who supported representatives in interpreting claim information during customer interactions.
My Role
Learning Experience Design
I designed the learning experience for the Introduction to Claims section of the onboarding curriculum, structuring the content to build foundational understanding before representatives began working with claims in live customer interactions.
Multimedia Development
I developed and produced interactive video segments that encouraged learners to actively engage with the content through prediction and reflection activities.
Content Collaboration
I worked with subject matter experts to ensure the learning experience accurately reflected claims workflows and the information representatives needed to support members.
Business Problem
Customer Care Representatives needed a clear understanding of how claims are processed in order to effectively support members and provide accurate claim status information.
Several challenges were identified:
-
Representatives often lacked a clear understanding of the overall claims process
-
It was difficult for new representatives to connect system information to the real claims workflow
-
Without this context, navigating systems and answering member questions about claims felt confusing
-
Representatives needed stronger foundational knowledge before progressing to more complex claims scenarios in Module 2
Tools Used
Microsoft 365 • Adobe Illustrator • Vyond • Storyline • Snag-It
Learning Design Strategy
Building Foundational Understanding
The experience first introduced what claims are and how they move through the processing system, helping learners understand the broader workflow before focusing on specific tasks.
Prediction-Based Engagement
Learners were asked to estimate claims-related metrics before viewing the correct answer, encouraging active engagement and reflection.
Multimedia Learning
Video was used to visually explain the concepts and reinforce key information in a way that was easier to understand than text alone.
Example Course Elements
Click through the slides below to view examples from the course design.
Guess the Number of Claims Learning Activity: This activity was part of a VILT session. Learners watched this first video to guess the number of claims that would be submitted for a simple ER visit.