Stephanie Cedergren
CONTACT ME →
EMPLOYER WORK · FINANCIAL SERVICES COMPANY
EMPLOYER WORK
· FINANCIAL SERVICES COMPANY
Support Onboarding
Support Onboarding
Converting an entire instructor-led curriculum into a blended
program in three months.
Converting an entire instructor-led curriculum into a
blended program in three months.
ROLE
Instructional Designer
ROLE
Instructional Designer
TIMELINE
TIMELINE
3 months
AUDIENCE
AUDIENCE
New customer service
agents
TOOLS
TOOLS
Articulate Rise, Articulate
Storyline, Adobe Creative
Cloud
Articulate Rise, Articulate
Storyline, Adobe Creative
Cloud
THE CHALLENGE
THE CHALLENGE
It couldn't keep up with hiring.
It couldn't keep up with hiring.
Onboarding was instructor-led and built on documentation. I had
three months to convert the entire curriculum.
Onboarding was instructor-led and built on
documentation. I had three months to convert
the entire curriculum.
3 months
3 months
to convert the entire curriculum
to convert the entire curriculum
BEFORE
AFTER
Instructor-led onboarding
Built on documentation
Minimal practice time before live calls
Couldn't keep up with hiring volume
See what I built →
LIFE BEFORE
From classroom to practice.
BEFORE AND AFTER
BEFORE
AFTER
Instructor-led onboarding
Built on documentation
Minimal practice time before live calls
Couldn't keep up with hiring volume
See what I built →
LIFE BEFORE
From classroom to practice.
BEFORE AND AFTER
THE WORK
THE WORK
21
21
self-paced Rise courses
self-paced Rise
courses
1
1
Storyline branching
simulation
Storyline branching
simulation
3 months
3 months
to convert the entire
curriculum
to convert the entire curriculum
What I delivered.
What I delivered.
WHAT I'M PROUD OF
WHAT I'M PROUD OF
The simulation. It gave agents a safe place to
practice real customer interactions before taking a
live call.
The simulation. It gave agents a safe
place topractice real customer
interactions before taking a
live call.
© 2026 Stephanie Cedergren
NEXT CASE STUDY
NEXT CASE STUDY
