AMANDA GASSER
Lead Instructional Designer
DESIGNING FOR REAL-WORLD APPLICATION, SPEED TO PROFICIENCY AND MEASURABLE IMPACT
DRIVING PERFORMANCE & BEHAVIOR CHANGE
The Onboarding Redesign project detailed below focused on transforming onboarding from information-heavy training into a performance-driven experience. Through intentional structure, simplified content, and application-based learning, the program improved speed to proficiency, strengthened employee confidence, and drove more consistent outcomes across the Customer Experience division.
Audience
​Primary Audience:
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Customer Care Representatives progressing to the next level of onboarding after gaining initial experience handling basic customer calls.
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Secondary Audience:
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Customer Care Supervisors and Technical Support Assistants who supported representatives during customer interactions and reinforced the knowledge and workflows introduced during onboarding.
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.
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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.
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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.
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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.
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.
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Program data and feedback identified several challenges:
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Lengthy training program that delayed readiness for live customer calls
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Training design didn't support actual call flow
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Representatives lacked confidence handling claims calls which led to high reliance on technical support assistants during customer interactions
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Increased attrition after Module 2, when representatives faced more complex inquiries
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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.
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.
My Role
Tools Used
Microsoft Tools • Adobe Illustrator • Vyond • Storyline • Snag-It
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.
Example Course Elements
Click through the slides below to view examples from the course design.
Course Redesign Imagery and Structure
Prior to the redesign, facilitator support was limited and relied on outdated Word-based guides and live system navigation. This resulted in inconsistent delivery and a lack of visual structure, making it more difficult for participants to process and apply key concepts. Below is an example of an updated PowerPoint with clear structure and scaffolding of the content.