Audience:

Primary audience includes Omni Data office employees across departments who regularly use corporate email. The secondary audience consists of managers and support staff who may be targets of more sophisticated phishing attempts. The course is designed for beginner to intermediate learners with basic email proficiency.

Business Problem:

Phishing attacks pose a significant risk to organizational data security, often leading to data breaches, credential theft, and financial loss. Employees are frequently targeted and may struggle to distinguish legitimate emails from phishing attempts, increasing the likelihood of security incidents.

Solution: 

A 20-minute interactive eLearning course developed in Articulate Storyline to improve employee awareness, detection, and reporting of phishing emails. The course focuses on real-world scenarios and decision-making to help learners confidently identify phishing indicators and take appropriate action using the company’s reporting procedures.

Highlights:

• Realistic email examples and simulated phishing scenarios

• Branching interactions highlighting common phishing red flags

• Scenario-based knowledge checks with customized feedback layers

• Clear instruction on proper phishing reporting procedures

• Final assessment with results slide and remediation opportunity

Process:

I followed a structured instructional design approach beginning with a needs analysis to align business goals with learning objectives. A detailed design document and storyboard were created to map content flow, interactions, and assessments. The course was developed with an emphasis on learner engagement, cognitive load management, and performance-based outcomes. Iterative review ensured alignment with objectives and usability best practices.

Tools:

Articulate Storyline 360 – course development and interactivity

Canva – visual design, graphics, and layout elements

ElevenLabs – AI-generated voiceover for narration

Storyboards & Design Documents – instructional planning and alignment

Visual Design Standards – consistent layout, fonts, and navigation

Job Aid –reference tool 

Lessons Learned: 

This project reinforced the importance of using realistic, job-relevant scenarios to promote behavior change rather than simple content recall. Designing targeted feedback layers proved especially effective in helping learners understand why an email is suspicious, not just that it is. The project also highlighted the value of clearly teaching reporting procedures, as knowing how to respond is just as critical as identifying a threat.

Audience:

Customer service representatives, claims specialists, and support staff who interact with health insurance members regarding Explanation of Benefits (EOBs). The course is designed for beginner to intermediate learners who are familiar with healthcare terminology but need support translating complex EOB information into clear, member-friendly language. 

Business Problem:

Members frequently contact customer service feeling confused or frustrated after receiving an Explanation of Benefits. Inaccurate explanations, incomplete notes, or unclear communication can lead to repeat calls, reduced member satisfaction, and compliance risks. Employees need stronger skills to interpret EOBs accurately and communicate information confidently and clearly. 

Solution:

An interactive eLearning course that equips learners with the skills needed to interpret EOB documents, explain benefits in plain language, and confirm member understanding. The training emphasizes accuracy, empathy, and confidence to improve call quality and reduce repeat inquiries. 

Highlights:

• Clear breakdown of EOB components and key terminology

• Interactive EOB walkthrough with clickable hotspots

• Scenario-based practice focused on real member conversations

• Emphasis on confirming understanding and documenting calls accurately

• Learner-friendly explanations without reading directly from the document

Process:

The course was designed using a learner-centered instructional design approach. I began by identifying common pain points in EOB-related calls and aligning them to measurable learning objectives. Content was structured to progress from foundational knowledge to applied practice, using realistic scenarios and guided interactions. The design emphasizes clarity, accuracy, and confidence while supporting performance on the job. 

Tools:

Articulate Rise 360 – responsive course development

Canva – visual design and course graphics

ElevenLabs – AI-generated voiceover for narration

Visual Design Standards – consistent layout, fonts, and navigation

Lessons Learned: 

This project reinforced the importance of teaching communication skills alongside content knowledge. Helping learners practice how to explain information proved just as critical as teaching what the information means. The use of interactive visuals and real-world scenarios significantly improved clarity and learner confidence, highlighting the value of applied learning in customer-facing roles.