The Data Line

Analysis

To simulate a real-world training need, I started by identifying a business goal:
Reduce the risk of non-compliant data handling incidents to near zero within three months.

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To support this goal, I defined a specific performance objective:
Customer support agents will handle personal data in accordance with GDPR regulations.

 

To identify what learners need to do, I used Cathy Moore’s action mapping approach:

• Mapped the core GDPR-compliant behaviors expected during support interactions

• Identified common obstacles 

• Designed targeted supports such as job aids and scenario-based learning (SBL) to help overcome those obstacles

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Although this was a fictional project, I followed a real-world design process by:

• Studying the official 7 GDPR principles and related best practices

• Mapping realistic support conversations to potential compliance risks

• Reverse-engineering key decision points where mistakes could lead to legal or reputational consequences

• Creating a fictional company (PulseCRM) and diverse customer profiles to ground the scenarios in authentic service challenges

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Design

Given the high-stakes nature of data handling, I selected scenario-based learning (SBL) as the primary instructional method. This approach allows learners to practice critical decision-making in a safe environment while seeing the consequences of their choices.

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SBL is particularly effective for compliance training because:

• It mirrors real-world decision points

• It encourages deeper thinking and retention

• It highlights the “gray areas” that job aids alone can’t address

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Highlights:

• Designed 4 branching scenarios, each focused on a high-impact decision

• Developed a cumulative consequence system where each scenario impacts the final outcome

• Created layered endings based on the learner’s decisions, promoting reflection and accountability

• Wrote a text-based storyboard with realistic dialogue and choices

• Introduced a mentor character (“Eli”) to provide just-in-time feedback and guidance

• Designed 4 learner avatars to support personalization and improve engagement

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Visual Mockups:

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Development

To bring the learning experience to life, I used a combination of tools and workflows to support content creation, media design, and eLearning development.

 

Content Development: 

• Drafted scenarios, realistic dialogue, and in-the-moment feedback in Google Docs

• Created action mapping diagrams to guide learner pathways and interaction flow

• Wrote layered consequences to align with learner decisions across multiple scenarios

 

Media Production

• Used DALL·E to generate consistent character avatars for scenario realism

• Designed the user interface (UI) and visual assets in Canva, applying a calming color palette to evoke trust and psychological safety

• Ensured all visuals supported the tone and purpose of the compliance training

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eLearning Assembly

• Developed the full module in Articulate Storyline 360

• Integrated branching logic, feedback, and learner-driven interactions

• Used custom navigation to support exploratory learning while maintaining clarity

• Ensured the experience was visually cohesive, intuitive, and accessible