Instructional Design

Instructional Design

Food Safety Compliance eLearning

Articulate Rise · Articulate Storyline · Vyond

This Food Safety Compliance training was designed using branching to educate both US and CA Customer Care agents on Food Safety Compliance. Includes a drag and drop sorting knowledge check.

Customer Service Product Training eLearning

Articulate Storyline · Vyond

An eLearning designed to familiarize new HelloFresh Customer Care agents with the meal kit products.

Customer Product Education: Product Onboarding Videos

Camtasia

The goal of this project was to support our SaaS customers in self-onboarding to Arryved's QR code point of sale product. These videos were incorporated into a learning path that walked through the setup process.

Interactive Software Simulation

Articulate Storyline

I created this simulation to give Customer Care Supervisors hands-on practice with the Customer Survey software, helping them build confidence and accuracy before using it on the job.

Customer Service Logistics eLearning

Articulate Rise · Articulate Storyline · Adobe Premiere Pro · Vyond

Developed to educate Customer Care agents on the HelloFresh Delivery Network and tools to aid with logistics interactions. Includes annotated screen recording demos with voiceover and interactive software simulation activities.

Interactive Software Simulation

Figma

I created this simulation to walk Customer Care agents through how to report a customer issue using the agent reporting software.

Instructor Led SOP Upskilling

Google Slides · Internal Knowledge Base

An instructor led refresher training for Pets Table agents designed to improve adherence to specific SOPs. Facilitator instructions provided in Slide Notes.

Customer Troubleshooting: Microlearning Video

Camtasia · Green Screen

This short how-to video was created in response to a customer knowledge gap that resulted in frequent Customer Support tickets. It quickly walks customers through how to complete a task within the Arryved App.

Customer Product Education: In-App Screen Recording

Camtasia

The goal of this project was to provide an on-screen walkthrough for one step of a product set-up process. Camtasia provides helpful ways to highlight and annotate to guide users eyes on the screen.

Screen-in-Screen Tutorial

Camtasia

This video was created with the goal of showing how to edit specific aspects of a user-facing product from the backend, making it useful to see both screen displays side-by-side.

Simplified GIF

Camtasia · Snagit

The goal of this project was to create a short gif that could be embedded directly into technical documentation. The advantages of a simplified GIF are that it auto-plays silently and communicates the needed steps without unnecessary visual clutter.

Educator Portfolio

Wix.com · Youtube

I created this teaching portfolio to illustrate how my instructional design practices connected learning inside and outside the classroom, reflecting Dawson School's educational philosophy.

Job Aid: Quick Reference Workflow

Canva

I created this job aid as a quick reference tool to support Customer Care agents with Food Safety interactions.

Process Improvement

Clear, consistent processes create efficiency. I build structured workflows and source-of-truth documentation that streamline collaboration and sustain content accuracy across teams.

Content Management Tool

Google Sheets

I built a centralized Content Catalog to track audits, plan updates, and provide quick visibility into 600+ learning assets.

Process Mapping

Miro

While this map is still a work in progress, the growth of both our team and the company make it important to visualize all of the elements that work together to make up the fulfillment process.