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DATE: 2019

LEARNING SOLUTION: A comprehensive, interactive, gamified online training.

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Below are screenshots of the project along with a description for each image. Selecting the image may provide a better view.


An organization saw an increase in financial losses due to an increase in fraudulent orders/transactions.  No fraud prevention training existed at the time therefore call center associates were never trained on the topic.  The organization realized that some kind of training was needed for call center associates to learn how to identify and cancel fraudulent orders/transactions.


For this project, I played an all-inclusive Instructional Designer, eLearning developer, video editor, graphic designer, and a subject matter expert (SME) role. 

I followed the typical ADDIE approach to the project.

Analysis:  As the organization was not fully aware of what was needed, I conducted a needs and learner analysis.  During this process, I met with other SMEs, stakeholders, and call center associates to obtain a better understanding of the current knowledge in the topic and identify the learning gaps.  Once this research was completed, I provided the key stakeholders a summary of my findings along with training recommendations which included the suggested learning objectives. 

Design:  Once the key stakeholders were on board with my recommendations, I proceeded with the design of the project.  I designed a storyboard that included scripting and some images.  This was shared with key stakeholders to ensure they agreed to the scripting I was going to use.  Once it was approved, I continued with the next step.

Develop: Once the storyboard was approved, I began developing the project using popular authoring and video design tools (Storyline 360, PowerPoint, Apple Animojis, Kinemaster Pro, etc.).  I provided the first draft to stakeholders who tested the demo and provided me with feedback.  I made necessary edits then uploaded the project into the organization's learning management system (LMS) and proceeded with the next step.

Implementation:  I partnered with the organization's Workforce Team to plan the rollout of the training.  We identified that it was best to assign employees to specific time slots to attend the training.  By doing this, we would minimize the impacts of the call center service level.  For this project, I also managed the LMS enrollment for the training.

Evaluation: I completed the project by conducting research on the impacts of the training on the financial losses due to fraudulent activity and providing key stakeholders an executive summary of the project. During this research, it was found that in only six month, call center associates had assisted the fraud prevention department by canceling over $50,000 in fraudulent orders (this was appx 90% of all the fraudulent orders).


The organization was very satisfied with the project.  I exceeded the deadlines and their expectations.  In addition to providing the training to existing employees, the organization has made this fraud prevention course part of their new-employee training curriculum. As mentioned in the evaluation stage, in the six-month period after launching the course, 90% of the fraudulent orders were identified and canceled saving the company over $50,000 in potential financial losses.

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