Case Studies

Portfolio

Problem-solving case studies — not course showcases. Each one starts with a business problem, includes the moment I challenged the brief, and ends with measurable outcomes.

Scenario Simulation
Wrong Algorithm
01

When the Algorithm Is Wrong

C-suite leaders were over-trusting AI outputs. A compliance course would have changed nothing. A judgment simulation did.

●40% drop in undocumented AI override decisions
Performance Support
Performance Support
02

The 5-Minute Field Guide

Staff knew the 47-page SOP manual. They still froze at point-of-performance. The answer wasn't more training.

●+23% customer recovery score in 60 days
Microlearning System
3 Minutes a Day
03

3 Minutes a Day

A 2-week onboarding bootcamp was overwhelming new hires. The fix wasn't less content — it was a smarter delivery architecture.

●Ramp time cut from 90 to 67 days
Branching Scenario
The Conversation You've Been Avoiding
04

The Conversation You've Been Avoiding

61% of direct reports said their manager avoided difficult feedback. A video about feedback was not going to fix that.

●Manager avoidance rate halved at 6-month re-survey
Data-Driven Redesign
The Training That Wasn't Working
05

The Training That Wasn't Working

94% completion rate. Incidents not improving. They asked me to make it more engaging. I asked for the data instead.

●-31% incidents after redesign
01
Scenario-Based Simulation

When the Algorithm Is Wrong

Redesigning AI Governance Training for Senior Leaders

AudienceC-Suite & Senior Operations Managers
Timeline8 weeks
ToolsArticulate Storyline 360 · Miro
TypeJudgment Simulation · Branching Scenario
Problem

The Business Problem

After adopting AI-powered pricing and demand forecasting tools, a financial services organisation experienced three high-profile errors in 12 months. The L&D team's request: "We need a 30-minute compliance course on the EU AI Act."

I pushed back.
Diagnosis

Performance Gap Analysis

Root cause wasn't knowledge. The real gaps were:

  • Leaders couldn't identify when an algorithmic output was suspicious vs. normal variation
  • No one owned the decision to override or escalate
  • They treated AI outputs like spreadsheet outputs
This wasn't a compliance training problem. It was a decision-making and judgment problem.
Strategy

Instructional Approach

Recognition-Primed Decision Making (Klein, 1998) — build pattern recognition, not checklist compliance.
Cognitive Load Theory — chunked decision trees, no extraneous information at point of decision.
Dual Coding — data visualisations paired with narrative context.
Emotional Engagement — consequences delayed the way real mistakes happen.
Design

The Design

7 modules. 14 screens. 9 interaction types.

▶ Key Scenario: The Pricing Anomaly

Learners play an Operations Director. An AI tool flags a 34% price increase. Three colleagues give conflicting advice. The learner must identify the right questions, decide whether to override or escalate, document their rationale, and face the consequences.

Path A — Override without documentation
Compliance breach 6 weeks later.
Path B — Escalate with documented rationale
Praised during audit.

Wrong answers play out as realistic consequences — delayed, the way real mistakes happen.

Results

Measurable Outcomes

40%reduction in undocumented AI override decisions at 90 days
85%identified 3 algorithmic risk indicators in post-assessment
0documentation failures in Q3 vs. 3 in Q2
▶

Try the Decision Scenario

Experience one branching decision with two consequence paths.

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Modules7
Screens14
Interaction types9
Decision branches23
02
Performance Support Tool

The 5-Minute Field Guide

Replacing a 47-Page SOP Manual With a Tool People Actually Use

AudienceFrontline service staff, 200+
SectorHospitality
ToolsCanva · Adobe Illustrator
TypePerformance Support · Job Aid
Problem

The Business Problem

The organisation had a 47-page SOP manual for customer service recovery. New staff read it during onboarding. Nobody looked at it again. Customer complaint scores were rising. The L&D manager wanted a "refresher course."

Diagnosis

Performance Gap Analysis

  • Staff knew the theory. They'd been trained.
  • The failure was at point-of-performance — under pressure, in front of an upset customer, they blanked
  • This is a classic performance support problem, not a training problem
Training more wouldn't fix a working memory problem under stress. A job aid at point-of-need would.
Strategy

Why Not a Course

"Under stress, people don't retrieve course content — they reach for familiar patterns or freeze. The solution needed to be at the point of performance, not stored in long-term memory."
Design

The SERVICE Recovery Framework

SStop and listen fully
EEmpathise without defending
RResolve with one clear offer
VVerify satisfaction before leaving
IInform supervisor within 2 hours
CComplete incident log same shift
EEscalate if unresolved at 24 hours
Results

Measurable Outcomes

+23%customer recovery satisfaction score within 60 days
34%→91%incident log completion rate
-4 hrstraining time saved per new hire cohort
📋

View the Job Aid

See the SERVICE recovery framework and decision tree in the actual format delivered to staff.

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FormatPrint + Digital
Complaint types6
Read time<5 min
03
Microlearning System

3 Minutes a Day

Building a Sales Onboarding System That Fits Inside a Busy Schedule

AudienceNew sales hires, B2B SaaS
Duration90-day learning journey
ToolsRise 360 · Articulate Storyline · LMS
TypeMicrolearning · Spaced Practice
Problem

The Business Problem

90-day ramp time to first closed deal was too long. New hires were overwhelmed by a 2-week onboarding bootcamp and retaining almost nothing. Manager feedback: "They come out not knowing our product, our buyer, or our process."

Diagnosis

The Real Problem: Cognitive Overload

40 hours of content delivered in 10 days. Without spaced retrieval, 70% of content would be forgotten within a week.

The problem wasn't content quality. It was delivery architecture. Too much, too fast, with no reinforcement system.
Design

The 90-Day Microlearning Journey

Weeks 1–2
Core knowledge — 5 micromodules/week, 3 minutes each. Manager debrief guide for weekly 1:1.
Weeks 3–8
Skill building — 3 scenario-based modules/week. Peer learning pairs with structured prompts.
Weeks 9–12
Reinforcement — 2-question daily retrieval push. Deal review templates tied to objectives.
Spaced Practice — content distributed over time, not front-loaded.
Retrieval Practice — daily questions, not re-reading content.
Interleaving — mixing product, buyer, and process content.
Desirable Difficulty — questions designed to be slightly hard to maximise encoding.
Results

Measurable Outcomes

67 daysramp time — down from 90, 26% faster to first deal
71%knowledge retention at 30 days vs. 34% with old bootcamp
+44%manager satisfaction with new hire readiness
⏱

Try a Micromodule

Experience one 3-minute micromodule including the retrieval practice mechanism.

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Total modules47
Avg module length3 min
Journey duration90 days
04
Interactive Branching Scenario

The Conversation You've Been Avoiding

Building Manager Capability for Difficult Feedback Conversations

AudienceMid-level managers
ToolsArticulate Storyline 360 · Character animation
TypeBranching conversation simulation
Trigger61% said manager avoided difficult conversations
Problem

The Business Problem

360 feedback showed 61% of direct reports felt their manager avoided difficult performance conversations. HR's request: "A course on giving feedback." My response: a simulation, not a course.

Strategy

Why the Distinction Matters

"You cannot learn to have difficult conversations by watching a video about difficult conversations. A course about feedback is like reading about swimming — intellectually useful, practically useless without getting in the water."
Design

The Branching Conversation Simulation

  • No "obviously wrong" answers — all choices are defensible, which mirrors reality
  • Emotional state tracker — Jordan's trust level changes with each response in real time
  • Three possible endings based on accumulated decisions
  • Annotated replay — post-scenario debrief with design rationale
Ending A
Performance improves. Relationship intact.
Ending B
Performance improves. Relationship damaged.
Ending C
Performance deteriorates. Escalation required.
Results

Measurable Outcomes

61%→28%manager avoidance at 6-month re-survey
-38%HR escalations for unaddressed underperformance
91%rated simulation as "realistic" or "very realistic"
💬

Try the First Conversation

Experience one 4-choice branch with visible emotional consequence.

Try the Scenario →
Decision points18
Possible endings3
Est. completion25–40 min
05
Data-Driven Learning Intervention

The Training That Wasn't Working

Using Learning Analytics to Redesign a Failing Compliance Programme

ContextAnnual compliance training, 4 years running
Completion rate94% — but incidents not improving
ToolsLMS analytics · Articulate Storyline 360 · xAPI
TypeLearning audit · Data-driven redesign
Problem

The Business Problem

94% completion. Incidents not improving. They asked me to "make the course more engaging."

I asked for the data instead.
Diagnosis

What the Data Showed

  • Average time on module 3: 2.4 minutes for a module designed to take 12
  • Incident rates identical across high and low scorers
  • Question 7: 82% correct — but 71% chose the same wrong distractor, suggesting guessing
Learners were clicking through. High scores were measuring nothing real.
Design

Three Interventions

1
Assessment redesign — replaced multiple choice with scenario-based constructed response.
2
Module 3 restructure — removed 6 text slides, added 8-minute branching simulation, added time gates.
3
Manager activation — 15-minute debrief guide for weekly team meetings. Training without reinforcement decays.
Results

Measurable Outcomes

2.4→9.8min avg completion time module 3 — evidence of actual engagement
-31%incidents in Q1 post-redesign vs same period prior year
68%manager debrief adoption within 60 days
📊

Before & After

See a side-by-side of the original click-through assessment and the redesigned scenario version.

View Comparison →
Original pass rate87%
New pass rate71%
Incident reduction31%
Engagement time4×

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