How I turn complexity into a learning system.
MY APPROACH / JOURNEY MAP
A project moves forward through a sequence of clear decisions — from diagnosing the real challenge to measuring what changed.
THE FOUR STOPS
A living method, refined in the work.
01
Live now
Discovery & diagnostics
Diagnosing root cause before recommending a solution.
AI diagnostic app
Intake form
02
Live now
Curriculum architecture
Designing a learning system, not a single course.
Curriculum map
Rise course
03
Live now
Simulation & xAPI
Branching practice with live behavioral data tracking.
Branching sim
Live xAPI/LRS
04
Live now
Measurement & impact
Tying learning data back to the business metric.
Analytics dashboard
Meet StreamLoop, a subscription streaming company, simulated so every artifact in this walkthrough: intake form, diagnostic, course, can be shown in full. Nothing here is confidential.
01 / DISCOVERY & DIAGNOSTICS
Start with the real problem.
Every engagement starts here. Before I recommend a solution, I diagnose the root cause.
Alex Rivera, StreamLoop's Director of Customer Retention, came to me after an 18% spike in subscription cancellations over two quarters. QA scorecards showed reps sounding transactional and rushed on cancellation calls. Last year's fix, a 2-hour webinar on active listening, didn't stick: reps defaulted back to old habits once call queues backed up. This time, Alex authorized up to 45 minutes of training and asked for a real diagnostic before building anything.
Download the Intake Form
The intake form. The actual document StreamLoop's team filled out, root-cause screening included, before I recommended anything.
The diagnostic tool. A custom AI-powered app I built, using Gilbert's Behavior Engineering Model to separate real skill gaps from environmental barriers.
What Alex assumed the fix should be, next to what the diagnostic actually found.
My BEM diagnostic found 77% of the performance gap was environmental: system latency, quota pressure, delayed QA feedback, not a lack of skill. Only 15 of the 45 minutes were justified by a real skill gap. I recommended a leaner ecosystem that fixes the environment first and trains only what the evidence supported.
Try the Live Diagnostic Tool
02 / CURRICULUM ARCHITECTURE
Scope to what the evidence supports.
The StreamLoop intake authorized up to 45 minutes of training, broken into short modules. The diagnostic found only 15 of those minutes addressed a real skill gap, the rest of the recommended fixes were environmental, not instructional. Here's what actually got built, and why the rest stayed out of scope.
Retention Escalation & De-Escalation Card. Built inside StreamLoop's knowledge base, not as a PDF, so offer codes and CRM steps stay current for all 150 reps.
View the Decision Tool
Active Listening: Handling a Cancellation Call. One module, targeting the real skill gap the diagnostic actually found — under 15 minutes total.
View the Course
The decision tool above covers the environmental fix: the CRM steps and offer codes reps were missing mid-call. This module covers the other piece, the real skill gap the diagnostic found under 15 minutes total. Built around a realistic call transcript and knowledge checks, not a lecture, because the fix reps needed was practice, not more information.
03 / SIMULATION & XAPI
Prove the skill transferred, not just recalled.
Rise teaches the framework. This simulation tests whether it holds up under pressure: same call, same customer, but now the rep has to diagnose the real problem, not just sound empathetic. Two decision points, five possible outcomes, only one that saves the account.
04 / MEASUREMENT & IMPACT
Prove it worked, don’t just claim it.
Leadership doesn’t have to take it on faith that training worked. This dashboard reads live from the same Veracity LRS the simulation writes to: root-cause diagnosis rate, decision-quality trend, handle time, and completion, the same behavior data that answers whether reps actually changed what they do under pressure.
Let’s design training you can prove works.
Let’s Talk
