Global Onboarding Redesign & Learning Experience Development
High-volume, customer-facing roles in a global online delivery environment
This engagement focused on improving how training translated into real-world performance. Strengthening capability, consistency, and day-to-day execution.
The Challenge
Training was not consistently translating into on-the-job performance.
Learners lacked confidence applying tools and workflows in real customer interactions.
Existing learning experiences focused more on content delivery than practical application.
How We Worked Together
Partnered with business and learning stakeholders to redesign both eLearning and instructor-led experiences
Worked alongside teams to integrate real workflows and applied practice into the learning experience
Aligned learning objectives and assessments to actual job performance expectations
Focused on improving usability and day-to-day application of tools, not just knowledge transfer
What Changed
Learning experiences were redesigned to reflect real customer scenarios and workflows
Practice opportunities were embedded throughout the experience—not just at the end
Assessments were aligned to actual job expectations, improving relevance and feedback
The experience shifted from content-heavy to performance-focused
Impact
Reduced time-to-proficiency by 20%
Improved performance consistency across teams
Increased learner confidence in applying tools and workflows
Strengthened alignment between training and real-world performance
Interested in solving a similar challenge?
If you're redesigning onboarding, managing change, or scaling training programs, I’d love to partner with you.