LEARNING DESIGN & CAPABILITY CASE STUDY
Microlearns and Capability Boosters
A suite of interactive, scenario-based microlearning experiences designed to develop, practise and reinforce essential workplace capabilities.
Customer Service & Sales Employees, Leaders
Audience:
Learning Designer & AI Solution Developer
My Role:
Interactive, Scenario-Based Microlearning Suite
Solution:
Claude Design
Tools:
THE CHALLENGE
Training ends.
Development shouldn’t.
Traditional training and refreshers take employees away from their work, while limited coaching opportunities make continuous skill development difficult. Employees need regular, accessible ways to strengthen performance without disrupting daily operations.
THE SOLUTION
Continuous coaching.
On demand.
I developed GROW, a suite of interactive, 5–10 minute microlearning experiences that enable employees to independently practise and refine workplace skills.
Using realistic scenarios, branching decisions and personalised feedback, GROW supports continuous, self-guided development across sales, service, complaints and leadership.
THE OUTCOME
Less downtime.
Stronger performance.
GROW enables employees to take ownership of their development through regular, targeted practice without relying on lengthy training sessions.
The approach supports stronger workplace performance, improved quality and sales outcomes, and reduced training downtime.
15%
INCREASE IN QA SCORES
79% → 91%
67%
DECREASE IN DOWNTIME
60 → 20 minutes per month
55%
INCREASE IN SALES CONVER.
9 → 14%
Inside the Experience
A closer look
1. Learn the Skill
Employees explore one specific workplace skill through concise explanations, practical techniques and relatable examples.
2. Practise in a Safe Environment
Guided branching scenarios allow employees to explore different approaches, make decisions and receive immediate, behaviour-specific feedback.
3. Apply their Knowledge
More challenging workplace scenarios encourage employees to independently apply their new skills, with decisions influencing the conversation and outcome.
4. Reflect and Improve
Personalised feedback highlights effective behaviours, identifies opportunities for improvement and reinforces practical actions employees can take into their next interaction.
Explore how employees develop and refine workplace skills through short, interactive learning experiences that combine practical techniques, realistic scenarios, guided practice and personalised feedback.
5. Summary and Next Steps
Learners receive a personalised summary of their decisions, highlighting effective behaviours and opportunities for improvement, with suggestions to improve the interaction.
6. Explore a Library of Capability Boosters
Employees can access a growing library of targeted microlearning modules covering essential skills across sales, customer service, complaints and leadership.
I designed the experience around the coaching behaviours leaders need to demonstrate in the workplace, combining structured guidance through the GROW model, practical performance support and realistic AI-powered conversation practice to build confidence and capability.
From concept to capability
How I Designed It
Identified the Capability Gaps
Explored common performance challenges across sales, service and complaints to identify specific skills that could benefit from regular, targeted practice.
Built with AI
Used Claude AI to develop interactive, branching scenarios and a modular learning template, enabling rapid development and adaptation across different capability topics.
Design the Framework
Developed a consistent Learn → Practise → Apply → Reflect framework, combining concise instruction, realistic scenarios and immediate feedback to reinforce workplace behaviours.
Built for Scalability
Developed reusable layouts, editable content blocks and consistent interaction patterns to support the efficient creation of additional capability modules.
Continuous Refinement
Created short, self-guided experiences that employees can access independently, revisit when needed and complete without lengthy training downtime.
