I was tasked with developing an Emailing Gameplan training program to support the upskilling of tenured customer service agents across the EU market. Utilizing the ADDIE model as my instructional design framework, I structured the development of a self-paced eLearning course focused on enhancing email communication strategies through practical, scenario-based learning.

In the Analysis phase, I reviewed existing communication standards, identified common gaps in email handling, and aligned the training objectives with business expectations for the EU market. I considered the learner profile: tenured agents with prior experience. I ensured that the content would be relevant, concise, and focused on performance improvement rather than foundational knowledge.

Moving into the Design phase, I created a detailed storyboard and outlined clear, measurable objectives, such as applying effective email structures, tone adaptation, and resolution strategies. I organized the course into structured sections and incorporated scenario-based learning as the core strategy, allowing agents to engage with realistic customer interactions. Knowledge checks were designed to reinforce decision-making and application of best practices.

In the Development phase, I created the learning materials using Canva for visual design, along with Articulate Rise 360 and Storyline 360 to build an interactive and user-friendly course. The module included scenario-driven knowledge checks, ensuring learners could practice and apply their skills in context. The overall design emphasized clarity, engagement, and ease of navigation to support self-paced learning.

During the Implementation phase, the course was deployed as a self-paced training accessible to all target learners. It was rolled out across the EU market, ensuring full accessibility and completion among tenured agents.

Finally, in the Evaluation phase, the program achieved a 100% completion and passing rate, indicating strong learner engagement and effective instructional design. Feedback and performance outcomes validated the relevance and impact of the training in improving email communication skills.