Training that changes what people do on Monday.

The annual phishing course had a 98% completion rate, and the fraud still got through.

Two payment-redirection attempts reached the AP team in one quarter. One was paid. The existing training was a slide-based course that taught learners to recognize phishing but never asked them to act under the pressure attackers create: urgency, seniority, and secrecy.

The root cause wasn't knowledge. Everyone knew the callback policy. What failed was applying it when a VP was asking you to skip it.

Four observable behaviors, agreed with the controller and InfoSec.

Realistic pressure, honest consequences, no scolding.

Consequences come before feedback. Each choice shows what happens next in the story first, then explains why. Learners feel the cost before they hear the principle.

The "almost right" options are the most valuable. Replying to the email to "verify" feels responsible. It's also the most common real-world mistake, so it's a distractor on purpose.

The story remembers. Dana's pressure call changes depending on whether you already called the vendor. Choices carry forward instead of resetting at each decision.

Same architecture as a Storyline build: variables, triggers, layers, states.

What we'd track after launch

Concept project. The client, people, and figures are fictional; targets show how I'd tie the design to business metrics.

Three weeks after go-live, 40% of opportunities still sat in the wrong stage.

Sales leadership couldn't trust the forecast. The vendor's training videos showed every feature; reps needed one workflow done correctly after every customer call. The task had to become a habit before the next quarterly forecast.

One workflow, practiced three ways.

Show me → Try me → Test me. A gradual release: a captioned demo, guided practice, then an unassisted assessment with an 80% pass mark.

Hints that escalate. The first wrong click in Try mode gets a specific text hint. The second also highlights the target. Learners get enough help to stay unstuck without being given the answer.

A job aid instead of more training. Choosing the right stage is a judgment call, not a click path, so it lives on the quick-reference card where reps can check it during real work.

A data-driven step engine, not 24 hand-built slides.

What we'd track after launch

Concept project. Summit CRM is a fictional product built for this simulation.

New leads were being promoted on Friday and running shifts on Monday.

Peak-season growth meant promoting 30+ associates to shift lead per quarter across four sites. Onboarding was a binder and a week of "follow Maria around." First-90-day attrition among new leads was the highest in the building, and missed carrier cutoffs spiked in their first month.

Each modality does the job it's best at.

Built for a phone in a break room.

Mobile first. Most learners take it on their phone during a break, so every block reflows to a single column and works with touch.

Practice where it matters. The knowledge check and the heat-illness conversation focus on the judgment calls that cause incidents, not on trivia.

Gated, but not locked down. Continue dividers pace the content. Only the knowledge check and the floor map must be completed to move on. Everything else stays skimmable for experienced associates.

What we'd track after launch

Concept project. Harborline Logistics is fictional. Facilitator guide, participant workbook, and coaching rubric are in progress.