MODULE 2
Case Study
ADDIE In Action Summit Financial Services
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Introduction
Summit Financial Services is a regional organization with both in-office and remote employees. Leadership has identified inconsistent performance among new hires, especially during customer onboarding and compliance documentation. Errors are costly and affect customer trust. The learning team is asked to design a new training program under a tight timeline.
Decision 1
Leadership meets with the learning team and says:
“We need a training program live in six weeks. Compliance and HR already have content. Please turn it into an online course so everyone completes it.”
The learning team must decide how to proceed.
Decision 1
Decision 2
After requesting additional information, the learning team reviews onboarding data and interviews managers. They learn that new hires can recall compliance rules but struggle to apply them during complex customer onboarding scenarios. Most errors occur when employees must make judgment calls rather than follow step-by-step procedures.
The team must decide how to shape the training solution.
Decision 2
Decision 3
The learning team designs a blended solution that includes scenario-based practice, job aids, and a short assessment aligned to onboarding tasks. The program is piloted with a small group of new hires before full rollout. After launch, managers report improvement in routine onboarding tasks, but continued variability when cases become more complex.
Decision 3
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Module 2 Case Study
DLI
Created on February 19, 2026
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Transcript
MODULE 2
Case Study
ADDIE In Action Summit Financial Services
Jump In!
Introduction
Summit Financial Services is a regional organization with both in-office and remote employees. Leadership has identified inconsistent performance among new hires, especially during customer onboarding and compliance documentation. Errors are costly and affect customer trust. The learning team is asked to design a new training program under a tight timeline.
Decision 1
Leadership meets with the learning team and says: “We need a training program live in six weeks. Compliance and HR already have content. Please turn it into an online course so everyone completes it.” The learning team must decide how to proceed.
Decision 1
Decision 2
After requesting additional information, the learning team reviews onboarding data and interviews managers. They learn that new hires can recall compliance rules but struggle to apply them during complex customer onboarding scenarios. Most errors occur when employees must make judgment calls rather than follow step-by-step procedures. The team must decide how to shape the training solution.
Decision 2
Decision 3
The learning team designs a blended solution that includes scenario-based practice, job aids, and a short assessment aligned to onboarding tasks. The program is piloted with a small group of new hires before full rollout. After launch, managers report improvement in routine onboarding tasks, but continued variability when cases become more complex.
Decision 3
Hooray! You completed this case study.
Review Again