Technology Rollout

What is it?

Role: Learning Project Manager / Design Lead

Managed the end-to-end design, development, and delivery of a nine-course training program supporting the rollout of a consolidated technology platform for customer service representatives. The platform integrated multiple legacy systems into a single interface to streamline workflows, reduce context switching, and improve operational efficiency by minimizing the number of active tabs required during customer interactions.

Led project planning and execution targeting new users as the primary audience. Defined the learning project scope, milestones, and delivery timelines while coordinating cross-functional stakeholders, including platform owners, subject matter experts, instructional designers, technical writers, and operations leadership. Oversaw curriculum sequencing to ensure logical skill progression, aligning each course to specific platform capabilities and real-world customer service use cases.

Directed the development of learning objectives, training materials, and hands-on practice components to support rapid adoption and user confidence. Ensured content consistency across all nine courses and validated accuracy against system functionality prior to launch. Managed risks, dependencies, and change requests throughout the project lifecycle to maintain schedule adherence.

Successfully delivered the full training program on schedule, enabling new users to efficiently adopt the unified platform, reduce tool complexity, and perform customer service tasks more effectively within a single, streamlined workspace.

The Plan

The learning plan was designed to support rapid adoption of the new technology platform while promoting learner confidence and self-sufficiency. Knowledge Base Quick Views were introduced at the start of training as the primary source-of-truth resources, ensuring learners knew where to access accurate, up-to-date guidance from day one.

Training did not cover every procedural step in detail. Instead, it focused on key callouts, decision points, and best practices for each topic. Videos, GIFS, or interactive images then demonstrated the full end-to-end process within the system to show how those elements connected in real workflows.

Learners reinforced their understanding through hands-on system simulations, allowing them to practice complete processes in a controlled environment. Finally, prior to official rollout each team had a facilitator lead practice session to answer questions and see additional client examples. This approach balanced conceptual understanding with practical application, enabling new users to efficiently and confidently use the platform in live operations.

What it Looked Like

A lesson example is below. Feel free to pause the video as needed.

c360 lesson.mp4

Simulations

Guided simulation practice was embedded in every course to ensure learners had consistent, hands-on experience using the system. These guided simulations allowed learners to apply concepts in a realistic environment while receiving structured support to reinforce correct system navigation and process execution.

At the conclusion of the program, learners completed two end-to-end client example calls that were recorded to model real-world application. Each example was paired with a corresponding unguided assessment simulation, requiring learners to independently execute the full workflow. This final assessment validated learner readiness by measuring their ability to apply knowledge, navigate the platform, and complete client interactions without instructional prompts.

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