Category: Courses

Case Study: Empathy Skills Training for Corporate Teams

Tool: Articulate Rise 360
Audience: Corporate team members across departments
Delivery: Self-paced, asynchronous learning

The Problem

In fast-paced corporate environments, employees often face challenges balancing efficiency with empathy during workplace interactions. Misunderstandings, communication breakdowns, and reduced collaboration can impact team morale and overall performance. The goal of this course was to help employees develop empathy skills that support more effective communication and stronger working relationships.

The Solution

I designed a short, self-paced empathy training course using Articulate Rise 360 to introduce core empathy concepts and their application in the workplace. The course emphasized practical strategies employees could immediately apply to everyday interactions with colleagues, clients, and stakeholders.

Instructional Design Approach

• Defined empathy as a learnable workplace skill tied to communication and collaboration
• Used short scenarios to illustrate common workplace interactions and challenges
• Incorporated reflection prompts to encourage perspective-taking and self-awareness
• Applied adult learning principles by grounding content in real workplace contexts
• Designed content with accessibility and inclusivity in mind, using clear language and logical structure

Soft Skills / Culture-Building Training 

Designed to support communication, collaboration, and inclusive workplace practices.

Outcome / Impact

Learners developed a clearer understanding of how empathy influences communication, collaboration, and workplace culture. The course supported more thoughtful interactions and helped reinforce empathy as a shared organizational value.

Reflection & Iteration

If I were to expand this course, I would add scenario-based branching activities that allow learners to practice empathetic responses and see the impact of different choices. I would also incorporate follow-up microlearning or discussion prompts to encourage continued reflection and reinforcement over time. These enhancements would help strengthen long-term behavior change and embed empathy more deeply into day-to-day workplace interactions.

Case Study: Customer Service Foundations Short Course

Tool: Articulate Rise 360
Audience: Customer-facing employees across various industries
Delivery: Self-paced, asynchronous learning

The Problem

Organizations often struggle to deliver consistent customer experiences across teams due to varying communication styles, confidence levels, and approaches to challenging interactions. The goal of this course was to provide a scalable learning solution that would help team members develop foundational customer service skills while applying them to real-world scenarios.

The Solution

I designed a self-paced customer service course using Articulate Rise 360 that blended instructional content with applied learning opportunities. The course was structured into short modules that introduced key concepts and immediately reinforced them through practice, allowing learners to build confidence and competence incrementally.

Instructional Design Approach

• Designed modules around core customer service competencies such as communication, empathy, and problem-solving
• Incorporated scenario-based case studies to mirror real customer interactions
• Used role-play simulations and interactive knowledge checks to reinforce learning
• Applied adult learning principles by prioritizing relevance, practice, and reflection
• Structured content to support accessibility and reduce cognitive load through clear layout and concise language

Outcome / Impact

Learners gained a stronger understanding of effective customer service strategies and how to apply them in everyday interactions. The course supported consistent messaging and expectations across teams, helping organizations improve the quality and reliability of customer experiences.

Reflection & Iteration

If I were to iterate on this course, I would enhance the learning experience by incorporating branching scenarios that allow learners to see the consequences of different response choices in real time. I would also introduce role-specific pathways so content could be tailored to different customer-facing roles, increasing relevance and engagement.
Additionally, I would integrate post-course performance support tools, such as quick-reference guides or conversation frameworks, to help learners transfer skills directly to the job. These enhancements would further strengthen confidence, reinforce consistency across teams, and support long-term behavior change rather than one-time knowledge acquisition.In future iterations, I would expand the role-based scenarios and add branching decision points to further personalize the learning experience and deepen skill transfer.

Case Study: Data System Onboarding for Internal Teams

Link: file:///Users/graceedwards/Downloads/content-3%202/index.html#/

Tool: Articulate Rise 360
Client: Arizona State University – Learning Experience Office
Audience: Internal staff members within the Learning Experience Office
Delivery: Self-paced, asynchronous onboarding course

The Problem

The Learning Experience Office at Arizona State University developed a new internal data system to support team workflows and reporting. Because the system was custom-built, staff needed a clear, consistent onboarding experience that would allow them to quickly understand the system’s purpose, functionality, and how it fit into their day-to-day responsibilities.

The Solution

I designed a self-paced onboarding course using Articulate Rise 360 to introduce team members to the new data system. The course provided a structured walkthrough of the system, key processes, and expectations for use, allowing staff to learn at their own pace while minimizing disruption to ongoing work.

Instructional Design Approach

• Collaborated with subject matter experts to translate technical system knowledge into clear, user-friendly learning content
• Aligned content to real workplace tasks rather than feature-based instruction
• Applied adult learning principles by emphasizing relevance, efficiency, and immediate application
• Organized content into short, digestible lessons to reduce cognitive load
• Designed with accessibility and usability in mind, including clear language and consistent navigation

Outcome / Impact

The course supported a smoother rollout of the new data system by giving team members a centralized, on-demand resource for onboarding. Staff were able to reference the course as needed, reinforcing learning and supporting consistent system usage across the team.

Reflection & Iteration

If I were to iterate on this course, I would incorporate more scenario-based practice and role-specific examples to further support transfer of learning and increase confidence in using the system.