Learnivity
All Case Studies
05

Performance Enablement

FeaturedDelivered

Practice Before the Pressure

Building confidence for a high-stakes customer moment

Company
Intuit
My role
Learning Strategy & Experience Design Lead
Status
Delivered
  • Capability & Performance
  • Learning & Capability Transformation
01

Context

Lifeline is an established Intuit initiative that enables employees to support TurboTax customers during a high-pressure filing period.

For TY25, the opportunity was to redesign the participant-readiness experience so employees could build confidence progressively, practice realistic decisions, use available tools and resources, recognize boundaries, and know when to continue assisting versus escalate.

At a glance

  • Company: Intuit
  • Category: Performance Enablement
  • Role: Learning Strategy & Experience Design Lead
  • Storyline 360 experience developed by my team from my strategy, design direction, and storyboards
02

The Challenge

The previous readiness experience concentrated learning into a single, approximately 60-minute linear session. This created significant cognitive load upfront and provided limited opportunity for participants to build confidence and demonstrate readiness over time.

The challenge was to move from one-time content delivery to a distributed practice model that better prepared participants for real customer interactions.

“How might we move from completing training to demonstrating readiness before the customer moment?”

03

My Role

I led the learning strategy and experience redesign for TY25, beginning with an analysis of the existing readiness model and defining the future-state learning journey.

I created the experience architecture, outline, storyboards, job aids, and decision-support tools; provided design direction to the team developing the Storyline 360 experience; and conducted end-to-end testing of the final solution.

I also supported participants during the live event and synthesized learner feedback and data from multiple sources to evaluate readiness and identify opportunities for improvement.

04

The Approach

Readiness model transformation

2024 — One-time training

  • Single, linear experience
  • Approximately 60 minutes in one sitting
  • Heavy cognitive load upfront
  • Learners consume content, then practice
  • One-time confidence check
  • Readiness inferred from completion
  • Escalation rules implied

2025 — Distributed readiness

  • 10-day microlearning journey
  • 7–10 minutes per day
  • Distributed, digestible learning
  • Observe → Orient → Practice → Reflect
  • Daily confidence pulses
  • Readiness demonstrated through behavior
  • Escalation clarity explicitly reinforced

Learning journey

  1. Orientation
  2. Practice
  3. Readiness

Escalation framework

  1. Pause & Assess
  2. Check Scope
  3. Use Available Resources
  4. Determine Whether Progress Is Blocked
  5. Escalate With Confidence

Live application & feedback: Supported participants during the live event, observed where additional support was needed, collected learner feedback, and synthesized data from multiple sources to evaluate readiness and inform improvements.

05

The Solution

The solution combined a ten-mission Storyline 360 practice experience with job aids and decision-support tools designed to help participants move from orientation to realistic practice to live-event readiness.

Visual evidence

Simulated customer chat with response options the participant must choose from.
Realistic Customer Practice. Participants practiced responding to realistic customer situations in a simulated support environment, requiring them to interpret the customer's need and choose an appropriate response.
Mission screen asking where to start when unsure, with four response options.Feedback screen explaining what not to do after a decision.
Decision Practice & Feedback. Short missions combined decision-making with immediate feedback, allowing participants to practice judgment, resource use, and appropriate customer-support behaviors before the live event.
Confidence check asking how confident the participant feels, with a five-point scale.
Confidence & Readiness. Confidence checks captured participants' perceived readiness to support customers, adding a learner-reported signal alongside practice performance and post-experience feedback.
06

Evidence / Outcome

Post-experience learner feedback and readiness data provided multiple signals of participant preparedness.

Readiness & learner feedback

Felt somewhat or very prepared
85.14%Felt somewhat or very prepared
Reported being much more or very confident
76.57%Reported being much more or very confident
Understood when to continue assisting versus escalate
95%+Understood when to continue assisting versus escalate
Reported comfort with Smart Snippets
84%Reported comfort with Smart Snippets
Reported comfort with Intuit Assist
82.29%Reported comfort with Intuit Assist
07

What This Demonstrates

  • Performance-first learning strategy

    Designed backward from what participants needed to do during live customer interactions.

  • Practice-based experience design

    Moved participants from orientation through realistic decision practice to readiness.

  • Performance support & decision tools

    Extended learning beyond the course with resources supporting real-time decisions.

  • Measurement & continuous improvement

    Combined learner feedback, readiness data, and live-event observations to evaluate the experience and identify improvements.

All Case Studies
Next Case StudyFrom Sales Training to Sales Capability