SoCici Beauty: Customer Care Performance Improvement
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Instructional Design Case Study
Instructional Design Case Study
This fictional case study demonstrated my instructional design process from performance analysis to learning experience design. Starting with a customer satisfaction challenge, I identified key performance gaps, distinguished training needs from non-training needs, and translated those findings into a practical learning solution.
This case study includes a Needs Assessment, Design Document, Storyboard, and Action Map—showing how my thinking evolved as the solution became more concrete and performance-focused.
Needs Assessment Report
Needs Assessment Report
Identified performance gaps affecting customer satisfaction and separated training needs from operational issues.
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Design Document
Design Document
Translated the identified performance needs into a structured learning solution, including learning objectives, instructional strategies, practice, assessment, and performance support.
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Storyboard
Storyboard
Transformed the learning strategy into a detailed eLearning experience with realistic customer scenarios, guided practice, feedback, and an AI-powered conversation simulation.
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Action Map
Action Map
Mapped the critical on-the-job behaviors that connect the customer satisfaction goal to authentic performance and practice.
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