Communicating Aftertreatment Information to Customers
Type: An eLearning module addressing common confusion around engine aftertreatment systems and how to accurately communicate confidently with customers.
Tools: Articulate Rise 360, Canva
Context: Aftertreatment systems often cause confusion when system records are incomplete or unavailable. This can lead to customer frustration, incorrect assumptions, and delayed part identification. This course was designed to help learners navigate these scenario confidently and communicate clearly when information is limited.
Audience: Professionals in technical or customer facing roles who support aftertreatment systems and need to interpret system information while managing customer expectations.
My Role: I served as the end-to-end designer and developer for this project, including defining learning objectives, structuring the content, writing realistic customer scenarios, designing assessments, and adapting internal technical training into a de-identified portfolio sample.
Solution: I designed a scenario driven eLearning that teaches learners how to:
Differentiate between registered and unregistered aftertreatment systems
Identify valid information used for part lookup
Communicate clearly and confidently with customers when records are unavailable
This course emphasizes decision making and communication over system navigation, using examples, flashcard, and scenario based knowledge checks.
Impact: This training supports more accurate part identification and improves customer interactions by helping learners explain system limitations, reduce guesswork, and guide customers towards appropriate steps.
Reflection: This project strengthened my ability to design instruction for complex, real world scenarios where technical knowledge and communication skills must work together. It also reinforced the importance of designing assessments and examples that reflect how learners actually encounter problems on the job.
Interactive course — scroll and click to explore, or open full screen.
This project is a fictionalized training example inspired by professional experience in a technical support role. All content and visuals have been recreated for portfolio purposes and do not include proprietary or confidential information.