Blended Workshop
Diabetic Device Support
This three-day, blended-format workshop equips customer service agents with the empathy and communication skills necessary to support patients living with diabetes who have questions or concerns about their Continuous Glucose Monitor (CGM). As the instructional designer for this project, I created detailed design documents, wrote comprehensive storyboards for the course, facilitator guide, slide deck, and workbook, and collaborated closely with the development team to ensure the storyboard vision came to life accurately.
Through interactive activities like videos, case studies, group discussions, quizzes, practical exercises, and simulations, the course emphasizes real-world applications and skill-building. By helping agents understand the daily challenges faced by diabetes patients, this course fosters more compassionate and effective interactions. The ultimate goal is to improve both the customer experience and patient outcomes by building trust and enhancing communication between agents and those they serve.
Project scope:
Instructional Design, Design Docs, Storyboards, QA Developed Assets
TOOLS USED:
Articulate Rise, Storyline, Canva
Final Developed Assets
The final deliverables for this project provided a cohesive, interactive learning experience, combining self-paced and instructor-led elements. These assets were designed to guide facilitators and engage learners effectively over a three-day workshop, with components supporting both structured learning and hands-on practice.
The project’s final deliverables included three Rise courses with embedded Storyline activities, a detailed facilitator guide, an engaging slide deck, and interactive learner workbooks—all crafted to provide a cohesive, interactive experience for both facilitators and learners in the three-day workshop.
