ONE PLACE CONFERENCE TRAINING
Client:
My Role:
Services:
Needs Analysis, Instructional Design, Job Aid Design, Print Layout
Solution:
Job Aids, Workbooks
Summary:
Designed conference training materials that reduced Communication Portal support tickets by 10% and drove customer demand for advanced courses.
CHALLENGE
Customer satisfaction surveys revealed a gap: HR administrators needed hands-on training for the Communication Portal, a tool critical to their daily workflows. Without structured guidance, customers were submitting avoidable support tickets and underutilizing key features. Benefitfocus's annual customer conference was the ideal venue — the one time each year we had customers in the room, ready to learn.
SOLUTION
I partnered with another instructional designer on the needs analysis, then owned content development for beginner and advanced courses. I created two complementary resources designed for how HR admins actually work:
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Printed workbooks with in-class activities — customers weren't carrying laptops at the conference, so materials needed to support hands-on practice in the room
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Single-page job aids formatted for desk reference — quick-scan resources HR admins could post at their workstations and use long after the conference ended
I also established this format as the standard for other conference courses, guiding fellow content developers to follow the same approach.
Adobe InDesign, Adobe Illustrator,
Xyleme LCMS
RESULTS
Over 1,000 customers completed the two-day instructor-led training, rating the materials 4.5/5 on post-session surveys. More importantly, customer service tickets related to the Communication Portal dropped 10% following the conference — and customers began requesting advanced training, a clear signal the beginner curriculum had landed.
WHAT I CREATED
Job Aid
A single-page, double-sided reference guide designed to live at an HR admin's desk. The layout prioritizes quick scanning — key workflows, navigation tips, and common tasks are organized for at-a-glance lookup long after the conference ends.
Learner Workbook
A printed workbook used during the two-day instructor-led session. Each section includes hands-on activities, space for notes, and guided practice aligned to the classroom instruction — giving learners a personalized takeaway they could reference alongside the job aid.