Embedded Files
The Client Engagement Process Update
The Client Engagement Process Update
The Update
NorthStar Communications recently updated its Client Engagement Process, but its training had not kept pace. Specialists were still relying on an outdated framework, while supporting documentation had become inconsistent across the organization.
The Issue
Employees were expected to deliver a consistent, empathetic client experience without having a reliable, current process to follow.
Client Engagement Process | Learning Project Analysis Brief.docxThe Challenge
Redesign the learning experience quickly—within a 30-day window—and create a solution that could support both new hires and existing employees across self-paced learning, facilitated practice.
My Goal
Create a cohesive learning system that aligned training, practice, assessment, and performance support around the updated process.
Explore the Analysis
Review the Learning Project Analysis Brief for a deeper look at the audience, performance gap, constraints, stakeholders, and success measures that shaped the solution.
Page updated
Google Sites
Report abuse