Portfolio

Goal: Employees will be able to apply the Heard Method to prevent escalated calls.

Problem: Incoming customer calls are not being handled effectively resulting in high escalation rates.

Solution: An interactive e-learning to introduce the Heard method and branching call scenario with relevant customer service questions.

Results: The course introduces the Heard method while allowing customer service representatives to practice with real-world examples. Future modules can be added for training on utilizing call queues with the Heard method.

Anti-inflammatory Diet Interactive

Goal: Increase awareness of foods that fight chronic inflammation and promote healthy meal planning.  

Problem: Poor diet resulting in increased levels of inflammation. 

Solution: An interactive e-learning to help learners identify anti-inflammatory and inflammatory foods.

Results: The dietary guide and interactive shopping practice assists families with healthy meal planning. 

Nationwide FOW Leveled Badges

Goal: Design application experiences to increase employee motivation with the Future of Work programs and promote a culture of learning.

Problem: Gap in motivation for professional development.

Solution: As a part of the design team, we created leveled digital badges for Workday and a step-out program for each of the Future of Work focus areas that addressed the gap in employee motivation.

Results: The new reward system and step-out opportunities provided employees with clear routes for upskilling. These programs offered real-world implementation and credit equivalencies. A communication plan was also developed to improve dialogue between people leaders and associates.

Social Work Seminar E-learning