Hi, I’m Bryana. I design performance solutions, not “info dumps”.

Forget boring information dumps, let's co-create a strategic solution to engage your learners and impact your goals!

Scroll down to check out my featured project.

Featured Project

A scenario-based experience for customer service representatives

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The performance problem

A biotech company outsources customer calls to a call center provider. However, call center staff lack authenticity with customers and often miss service recovery opportunities. 

The solution

I created a scenario-based learning (SBL) experience based on the challenges I heard from the customer experience manager.

SBL is a great way for learners to experience real work situations in a realistic environment, risk-free. Learners can practice making decisions in the learning environment and see the consequences of their decisions with the opportunity to adjust their thinking and try again. 

Scenarios may be based on real events that happened at the company, in the industry, or even scenarios that are likely to happen in the future. The continuous repetition of practice and feedback characteristic of SBLs will help staff get up to speed quickly in a way that is meaningful and mentally sticky.

Specifications

Audience: New or new-to-the-company customer service representatives.

Responsibilities: Instructional design, eLearning development, video editing, sound design, and graphic design.


Tools used: Articulate Storyline 360, Adobe XD, Adobe Illustrator, Adobe Premiere, LOVO AI, Veed.io, MindMeister, and Google docs.

Please note: The featured course linked on this page is for demonstration purposes only. The name of the company has been anonymized and the characters do not represent actual employees or customers.

Looking for more of my work?
See additional examples below.