Trust but Verify

Instructional Design: Analysis, Design
Project Overview
  • Industry: Higher education
  • Initial request: Develop training for service teams because department’s reports indicated an unacceptably high rate of non-compliance with identify verification requirements prior to discussing the student’s academic or financial records
  • Challenge: Implementation needed to occur quickly as leadership wanted measurable improvement in three months or less
My Contributions
Responsible for solution design, I started by gathering data and formulating a measurable business goal for the effort. Next, I identified behaviors needed for the goal to be met successfully. With the necessary foundation and shared understanding in place, I designed an integrated solution that combined typical learning elements - workshop with practice & feedback - with performance support (e.g., job aid), communications and reinforcement to maximize the chances of success.
< Previous project
Next project >