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Customer Service Microlearning Project

A performance-focused microlearning program designed to support customer service representatives serving Marketplace and Medicare audiences. The program delivered short, engaging learning experiences that representatives could access between calls to reinforce best practices, product knowledge, and customer communication skills without disrupting call volume or productivity.

Customer service microlearning diagram.png

Business Problem

​Customer service representatives needed timely, accurate refreshers on policies, procedures, and communication strategies, but traditional training formats were too long and disruptive for a high-volume call center environment. The organization needed a learning solution that fit naturally into the flow of work while maintaining consistency, accuracy, and engagement across multiple lines of business.

My Role

Senior Instructional Designer & Team Lead

 

Led a team of instructional designers and partnered closely with graphic designers to define the microlearning strategy, establish design standards, manage delivery timelines, and ensure instructional quality across all learning assets.

Audience

  • Customer service representatives supporting Marketplace customers

  • Customer service representatives supporting Medicare customers

  • New hires and tenured representatives needing just-in-time refreshers

Solution

Designed and delivered a microlearning ecosystem consisting of short, targeted learning experiences that could be completed between calls, including:

  • Personality-based quizzes to reinforce communication styles and empathy

  • Choose-your-own-adventure scenarios simulating real customer interactions

  • Short comic-style stories illustrating common challenges and best practices

  • Memes and infographics highlighting key policies, reminders, and quick tips

  • Bite-sized lessons optimized for rapid consumption and easy recall

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Content was intentionally lightweight, visual, and scenario-driven to support retention and immediate application.

Leadership & Collaboration

  • Led and coached a team of instructional designers, providing design direction, feedback, and quality standards

  • Partnered with graphic designers to ensure visual consistency, accessibility, and brand alignment

  • Collaborated with SMEs to validate content accuracy across Marketplace and Medicare requirements

  • Established a repeatable production workflow to support rapid development and updates

  • Balanced speed, accuracy, and engagement within a high-demand operational environment

Tools & Technology

  • Rapid authoring tools for microlearning development

  • Graphic design and illustration tools

  • LMS and content delivery platforms

  • Collaborative review and feedback tools

Outcomes & Impact

  • Delivered a scalable library of microlearning assets aligned to real customer service workflows

  • Enabled representatives to access learning without leaving the floor or impacting call volume

  • Increased engagement through interactive, relatable content formats

  • Created reusable templates and design standards that reduced future development time

 

(Quantitative metrics generalized or omitted to protect confidentiality.)

What I'd Improve Next Time

Future iterations could incorporate adaptive learning paths based on performance data, deeper personalization by role or experience level, and expanded analytics to better correlate learning access with call quality metrics.

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