SOP
Type: eLearning Development
Role: Learning Designer & Developer
Tools Used: Articulate Storyline 360
Overview
This project is an interactive eLearning course designed in Articulate Storyline 360 to train customer service staff on standard operating procedures (SOPs). The aim was to provide a clear, consistent, and engaging learning experience that defined responsibilities, eliminated knowledge gaps, and ensured compliance with policies and procedures.
Objectives
- Present policies, guidelines, and practices in an accessible format.
- Provide clear definitions of job roles and responsibilities.
- Ensure staff have a reliable reference point for consistent service delivery.
- Use interactivity to increase engagement with otherwise procedural content.
Key Features
- ✅ Interactive modules covering policies and responsibilities
- ✅ Step-by-step guidance for customer service tasks
- ✅ Scenario-based learning elements to show policies in practice
- ✅ Consistent design framework for clarity and ease of navigation
- ✅ Built for scalability, allowing future updates and additions
Reflection
This project demonstrated the importance of clarity and structure when designing training around policies and procedures. By transforming what could have been static documents into an interactive learning journey, the course made it easier for staff to absorb, retain, and apply procedural knowledge.
“Effective SOP training isn’t just about compliance — it’s about equipping staff with confidence in their roles.”