Short Demonstration
Shows where to find the field and models a complete, accurate entry.
Instructional design sample
Improving documentation quality after a process change
A fictional call-centre scenario showing how I would move from an initial request for refresher training to a focused learning and performance solution.
Audience120 customer-support agents
Initial requestOne-hour refresher course
Business targetReturn quality from 76% to at least 88%
Recommended responseDemonstration, simulation and performance support
The challenge
The request was for training. The need required a closer look.
After a process change introduced a new Summary field, documentation quality fell from 88% to 76%.
Agents were expected to document the reason for each customer interaction, the action taken and any commitments or next steps. Errors in the new field were leading to incomplete records, rework, manager follow-up and potential inconsistencies in the customer experience.
The initial request was for a one-hour refresher course. Before recommending a solution, I would clarify what the business needed to accomplish and what agents needed to do differently.
Business goal: Return documentation quality to at least 88% while reducing errors, rework and manager follow-up.
Performance goal: Enable agents to complete the new Summary field accurately and consistently as part of the updated process.
Performance goal: Enable agents to complete the new Summary field accurately and consistently as part of the updated process.
Understanding the gap
Look for what is affecting performance.
I would review quality results, error patterns, team differences, the workflow, the existing job aid and feedback from agents and managers.
For this scenario, the analysis identified limited practice, difficulty locating the new field, an outdated job aid, inconsistent coaching and unclear expectations for a complete summary. Agents needed to see the process, practice it and receive support while applying it on the job.
Performance Expectations
| Agents need to | Why it matters |
|---|---|
| Locate and use the correct Summary field. | Information entered elsewhere may not appear in the official customer record. |
| Record the reason for contact. | The next employee needs to understand why the customer reached out. |
| Document the action taken. | A clear record prevents duplicated work and inconsistent service. |
| Include commitments and next steps. | This reduces repeated questions and unnecessary follow-up. |
| Review the summary before completing the interaction. | A final review helps prevent errors, rework and quality deductions. |
Recommended solution
A focused experience supported at the point of need
The response targets the behaviour and the barriers instead of expanding the training simply to fill an hour.
Guided Simulation
Provides realistic practice with immediate guidance in a safe environment.
Updated Job Aid
Provides a concise checklist during customer interactions.
Manager Huddle Guide
Supports consistent reinforcement and coaching across teams.
Reinforcement Questions
Build recall and application after the initial experience.
Workflow Recommendation
Brings the field-visibility barrier back to Product or Operations rather than expecting training to compensate for it.
Measurement
Connect learning activity to performance and business results.
After 30 and 60 days, I would review participation, simulation completion, reinforcement accuracy and confidence alongside summary accuracy, error patterns, workflow use, manager observations, rework, repeat contacts and movement from 76% toward the 88% quality target.
The deliverable
Explore the storyboard and script
The complete sample includes the design brief, performance analysis, solution rationale, scripts, interaction notes, accessibility considerations, reinforcement and measurement plan.
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Portfolio note
This fictional sample was created to demonstrate my instructional design and performance-consulting approach. It does not include confidential company information, customer details, employee information or proprietary materials.
Let’s build what’s next, together.
I would be happy to discuss the approach in greater detail.