Blending Strategy, Creativity & Learning Science One Experience at a Time.
AGENDA
About me (5 min) Highlighted work (10-15 min) Craft Demo (25-30 min) Q&A / Wrap-up (5-10 min)
Highlighted projects TikTok Greenbelt Certification
Global certification for 10k+ employees
Condensed the original 8-hour series into a 45-minute certification program
Built a comprehensive video series using Wellsaid, Adobe, Capcut, and Rise interactivity from storyboard to delivery
Localized into 5-langauges (Chinese, Korean, Japanese, Spanish, Portuguese)
Recived 4.7-star learner rating
Highlighted projects Intuit QBONH Fall Launch
Took over the project midstream after TP contractor team was released
Created the Project Hand-off tracker to ensure a smooth handover and reach our deadline
Completed 11 modules, which averaged 40% dev completion in just 2 weeks
Maintained quality, and communication, and accuracy while driving delivery
Craft Demo
Task: Create scalable Learning for Account Subscription Support
My Instructional Design Approach
“Trim the extra”: Only teach what matters“Start with the expert”: Build from real-world needs "Test early, refine fast”: Agile & learner-tested
Project Kickoff
Learner Walkthrough
Outline & Storyboard
Create project outline and storyboard
Conduct Needs anaylsis
Conduct A/B testing with real learners
Development
Project Evaluation
Sprint Planning
Develop project collateral
Evaluate success metrics to continuosly refine & improve
Map out deliverable timelines
Kickoff & Needs Analysis
Audit current content= what stays& what goes
Meet with expert= ground solution in real field insight
Kickoff with stakeholder= define goal, success, modality
Design begins with listening- to the business and expert
Plug in LXD tracker for sprint planning
Identify gaps + quick wins
Project Kickoff
Learner Walkthrough
Outline & Storyboard
Create project outline and storyboard
Conduct Needs anaylsis
Conduct A/B testing with real learners
Development
Project Evaluation
Sprint Planning
Develop project collateral
Evaluate success metrics to continuosly refine & improve
Map out deliverable timelines
Sprint Planning
Project Kickoff
Learner Walkthrough
Outline & Storyboard
Create project outline and storyboard
Conduct Needs anaylsis
Conduct A/B testing with real learners
Development
Project Evaluation
Sprint Planning
Develop project collateral
Evaluate success metrics to continuosly refine & improve
Map out deliverable timelines
Outline & Storyboard
What I'm Creating
A 10–12 min interactive module in Genially or Storyline with facilitated sessions offering support for different expert levels Includes short videos, interactivity, gamification, AI open-responses and a one page job aid Designed to model and reinforce real-world subscription support skills
Why This Format?
• Experts learn by doing: scenario-first design builds confidence • AI interactions allow safe practice and real-time feedback • Downloadable tools reduce cognitive load during live calls • Fast to update, future-ready, and scalable
Grounded in needs analysis + expert insight
Learner Outcomes
• Greater clarity on what to say and do in high-pressure calls • Improved confidence when navigating policy or conflict • Immediate skill transfer: apply learning on next shift
Project Kickoff
Learner Walkthrough
Outline & Storyboard
Create project outline and storyboard
Conduct Needs anaylsis
Conduct A/B testing with real learners
Development
Project Evaluation
Sprint Planning
Develop project collateral
Evaluate success metrics to continuosly refine & improve
Map out deliverable timelines
Development Tools • Genially or Storyline for interactive, modular design quick development times due to ease of use • Synthesia/Capcut for scalable character led videos • OpenAI for real-time scenario response + feedback • Visual design aligned with brand + accessibility • Built to evolve quickly as call drivers shift Facilitation Strategy • Delivered as a guided session with live cohort • Encourages expert-to-expert coaching • Promotes active discussion + confidence • Supports a wide range of experience levels • Deepens retention through reflection + dialogue
Development
Project Kickoff
Learner Walkthrough
Outline & Storyboard
Create project outline and storyboard
Conduct Needs anaylsis
Conduct A/B testing with real learners
Development
Project Evaluation
Sprint Planning
Develop project collateral
Evaluate success metrics to continuosly refine & improve
Map out deliverable timelines
Learner Walkthrough
Ai Open ended response question
Scenario resolution video
Facilitated Session
Welcome Video
OpenAi Chat Scenario
Downloadable Job Aid
Certification
Certification motivates learners by giving them a clear goal and a sense of accomplishment. It builds confidence, validates new skills, and encourages sharing on platforms like LinkedIn. This visibility supports ongoing development and connects learning to real career growth.
Project Kickoff
Learner Walkthrough
Outline & Storyboard
Create project outline and storyboard
Conduct Needs anaylsis
Conduct A/B testing with real learners
Development
Project Evaluation
Sprint Planning
Develop project collateral
Evaluate success metrics to continuosly refine & improve
Map out deliverable timelines
Project Evaluation
How I Evaluate Impact: • Engagement data: completion rates, interaction heatmaps • Performance metrics: CSAT, CIR, time-to-resolution • Qualitative feedback: post-training surveys + learner insights • SME review + updates: check alignment after launch • Iterate fast: tweak based on real data + feedback
The goal is always
100%
Q&A
devonpolignani.com
Benefit: Shows what ‘great’ looks like. This visual model reinforces tone, empathy, and resolution strategies in a format that’s easy to remember.
Benefit: Safe space for practice. Learners can test decision-making and receive immediate, tailored feedback which helps build confidence before applying in the real world.
Benefit: Encourages reflection and synthesis. Learners respond in their own words and receive feedback that sharpens their communication skills and judgment.
🚀Sprint One
Discover & Outline
Stakeholder kickoff call Content audit Expert interview Draft module outline Needs analysis summary Tracker updated
Navigating Subscription Support with Confidence: Module analysis, outline, and storyboard
🚀 Sprint Two
Build & Test
Genially/ Storyline Build Synthesia narration integration AI scenario configuration SME review & learner test Facilitator guide + Reference PDF build Launch Plan + learner comms
Navigating Subscription Support with Confidence: Module analysis, outline, and storyboard
What is the problem?
The current training:
Is too content-heavy and not scenario-based Lacks agility when new call drivers arise Misses opportunities to scale using AI and other tools 📉 CIR and CSAT are dropping — especially for newer experts.
🧠 Learner-Centered Insights
- 70% of training is forgotten within 24 hours without application
- Scenario-based learning boosts retention and job readiness
- Overloaded content leads to disengagement and lost confidence
Benefit: Sets a clear tone and expectation. Short-form delivery builds engagement from the start while highlighting the mindset needed for success.
Benefit: Learners gain from real-time peer insights. Experienced experts model behavior and coach newer ones, making learning collaborative and relevant.
Benefit: Provides an at-your-desk reference. Helps experts retain and apply what they’ve learned, especially when under pressure on live calls.
Blending Strategy, Creativity & Learning Science One Experience at a Time.
Devon Polignani TR
Created on October 17, 2025
Start designing with a free template
Discover more than 1500 professional designs like these:
View
Interactive Onboarding Guide
View
Corporate Christmas Presentation
View
Business Results Presentation
View
Meeting Plan Presentation
View
Customer Service Manual
View
Business vision deck
View
Economic Presentation
Explore all templates
Transcript
Blending Strategy, Creativity & Learning Science One Experience at a Time.
AGENDA
About me (5 min) Highlighted work (10-15 min) Craft Demo (25-30 min) Q&A / Wrap-up (5-10 min)
Highlighted projects TikTok Greenbelt Certification
Global certification for 10k+ employees
Condensed the original 8-hour series into a 45-minute certification program
Built a comprehensive video series using Wellsaid, Adobe, Capcut, and Rise interactivity from storyboard to delivery
Localized into 5-langauges (Chinese, Korean, Japanese, Spanish, Portuguese)
Recived 4.7-star learner rating
Highlighted projects Intuit QBONH Fall Launch
Took over the project midstream after TP contractor team was released
Created the Project Hand-off tracker to ensure a smooth handover and reach our deadline
Completed 11 modules, which averaged 40% dev completion in just 2 weeks
Maintained quality, and communication, and accuracy while driving delivery
Craft Demo
Task: Create scalable Learning for Account Subscription Support
My Instructional Design Approach
“Trim the extra”: Only teach what matters“Start with the expert”: Build from real-world needs "Test early, refine fast”: Agile & learner-tested
Project Kickoff
Learner Walkthrough
Outline & Storyboard
Create project outline and storyboard
Conduct Needs anaylsis
Conduct A/B testing with real learners
Development
Project Evaluation
Sprint Planning
Develop project collateral
Evaluate success metrics to continuosly refine & improve
Map out deliverable timelines
Kickoff & Needs Analysis
Audit current content= what stays& what goes
Meet with expert= ground solution in real field insight
Kickoff with stakeholder= define goal, success, modality
Design begins with listening- to the business and expert
Plug in LXD tracker for sprint planning
Identify gaps + quick wins
Project Kickoff
Learner Walkthrough
Outline & Storyboard
Create project outline and storyboard
Conduct Needs anaylsis
Conduct A/B testing with real learners
Development
Project Evaluation
Sprint Planning
Develop project collateral
Evaluate success metrics to continuosly refine & improve
Map out deliverable timelines
Sprint Planning
Project Kickoff
Learner Walkthrough
Outline & Storyboard
Create project outline and storyboard
Conduct Needs anaylsis
Conduct A/B testing with real learners
Development
Project Evaluation
Sprint Planning
Develop project collateral
Evaluate success metrics to continuosly refine & improve
Map out deliverable timelines
Outline & Storyboard
What I'm Creating
A 10–12 min interactive module in Genially or Storyline with facilitated sessions offering support for different expert levels Includes short videos, interactivity, gamification, AI open-responses and a one page job aid Designed to model and reinforce real-world subscription support skills
Why This Format?
• Experts learn by doing: scenario-first design builds confidence • AI interactions allow safe practice and real-time feedback • Downloadable tools reduce cognitive load during live calls • Fast to update, future-ready, and scalable
Grounded in needs analysis + expert insight
Learner Outcomes
• Greater clarity on what to say and do in high-pressure calls • Improved confidence when navigating policy or conflict • Immediate skill transfer: apply learning on next shift
Project Kickoff
Learner Walkthrough
Outline & Storyboard
Create project outline and storyboard
Conduct Needs anaylsis
Conduct A/B testing with real learners
Development
Project Evaluation
Sprint Planning
Develop project collateral
Evaluate success metrics to continuosly refine & improve
Map out deliverable timelines
Development Tools • Genially or Storyline for interactive, modular design quick development times due to ease of use • Synthesia/Capcut for scalable character led videos • OpenAI for real-time scenario response + feedback • Visual design aligned with brand + accessibility • Built to evolve quickly as call drivers shift Facilitation Strategy • Delivered as a guided session with live cohort • Encourages expert-to-expert coaching • Promotes active discussion + confidence • Supports a wide range of experience levels • Deepens retention through reflection + dialogue
Development
Project Kickoff
Learner Walkthrough
Outline & Storyboard
Create project outline and storyboard
Conduct Needs anaylsis
Conduct A/B testing with real learners
Development
Project Evaluation
Sprint Planning
Develop project collateral
Evaluate success metrics to continuosly refine & improve
Map out deliverable timelines
Learner Walkthrough
Ai Open ended response question
Scenario resolution video
Facilitated Session
Welcome Video
OpenAi Chat Scenario
Downloadable Job Aid
Certification
Certification motivates learners by giving them a clear goal and a sense of accomplishment. It builds confidence, validates new skills, and encourages sharing on platforms like LinkedIn. This visibility supports ongoing development and connects learning to real career growth.
Project Kickoff
Learner Walkthrough
Outline & Storyboard
Create project outline and storyboard
Conduct Needs anaylsis
Conduct A/B testing with real learners
Development
Project Evaluation
Sprint Planning
Develop project collateral
Evaluate success metrics to continuosly refine & improve
Map out deliverable timelines
Project Evaluation
How I Evaluate Impact: • Engagement data: completion rates, interaction heatmaps • Performance metrics: CSAT, CIR, time-to-resolution • Qualitative feedback: post-training surveys + learner insights • SME review + updates: check alignment after launch • Iterate fast: tweak based on real data + feedback
The goal is always
100%
Q&A
devonpolignani.com
Benefit: Shows what ‘great’ looks like. This visual model reinforces tone, empathy, and resolution strategies in a format that’s easy to remember.
Benefit: Safe space for practice. Learners can test decision-making and receive immediate, tailored feedback which helps build confidence before applying in the real world.
Benefit: Encourages reflection and synthesis. Learners respond in their own words and receive feedback that sharpens their communication skills and judgment.
🚀Sprint One
Discover & Outline
Stakeholder kickoff call Content audit Expert interview Draft module outline Needs analysis summary Tracker updated
Navigating Subscription Support with Confidence: Module analysis, outline, and storyboard
🚀 Sprint Two
Build & Test
Genially/ Storyline Build Synthesia narration integration AI scenario configuration SME review & learner test Facilitator guide + Reference PDF build Launch Plan + learner comms
Navigating Subscription Support with Confidence: Module analysis, outline, and storyboard
What is the problem?
The current training:
Is too content-heavy and not scenario-based Lacks agility when new call drivers arise Misses opportunities to scale using AI and other tools 📉 CIR and CSAT are dropping — especially for newer experts.
🧠 Learner-Centered Insights
Benefit: Sets a clear tone and expectation. Short-form delivery builds engagement from the start while highlighting the mindset needed for success.
Benefit: Learners gain from real-time peer insights. Experienced experts model behavior and coach newer ones, making learning collaborative and relevant.
Benefit: Provides an at-your-desk reference. Helps experts retain and apply what they’ve learned, especially when under pressure on live calls.