CASE STUDY - GOOGLE FIBER
Google Fiber: customer-service learning experience
Learning Experience & Visual Design (led) · Built in Articulate Rise + Adobe CC with SME partners · Contract via Nelson Connects
Scalable e-learning that turned dense billing, account, and device-return policy into clear, scenario-based training for support teams across multiple regions.
Full training modules and decks are internal client materials. Selected examples are available to review on request.
Problem
Agents navigate detailed policies and live system states in real time, with little room for error mid-call.
Insight
Under pressure, people reach for structure and visuals faster than blocks of policy text. Training had to be scannable and scenario-shaped.
DECISION
I led the design and built the modules: structured flows, visual explanations, and real-world scenarios. I worked with SMEs to keep content accurate as tools and policies changed.
OUTCOME
Modular components scaled across regions, and the redesigned "Best Practices & Tips" series became a standard reference for other instructional designers.
Reported outcome
After rollout, Google Fiber stakeholders reported clearer, more confident customer interactions from the trained teams.
Client-reported, qualitative
Full training modules and decks are internal client materials. Selected examples are available to review on request.
DESIGN AS PERFORMANCE SUPPORT
Every visual choice answered one question: can an agent find and trust this answer while a customer waits?
Clarity here isn't aesthetic. It's what holds up in the middle of a live call.
Full training modules and decks are internal client materials. Selected examples are available to review on request.