CPNI & SIM Port Lock

Lead Instructional Designer · 2024

Cross-channel digital learning supporting security and authentication changes for Call Center and Retail employees.

The Challenge

Two related security initiatives required employees across Call Center and Retail to understand changes to customer authentication and mobile account protection.

CPNI introduced billing-system changes that restricted access to sensitive customer information until employees completed authentication.

SIM Port Lock introduced a new mobile security feature designed to help prevent unauthorized number transfers and SIM changes.

The initiatives were originally planned together, but changing timelines and business readiness required the learning approach to adapt.

My Approach

I led the project from kickoff through implementation, partnering with representatives and leaders from both Call Center and Retail Operations.

The original learning solution was designed as one interactive Digital Workbook. When the CPNI timeline shifted, I separated the content into two Digital Workbooks, allowing the SIM Port Lock learning to move forward without waiting for the delayed initiative.

The workbooks used screenshots, clickable tabs and icons, and role-relevant navigation to help employees focus on the information applicable to their work.

Outcome

Both Digital Workbooks were implemented through the LMS for the appropriate Call Center and Retail audiences.

The project required adapting quickly to shifting timelines, limited information, and changing business readiness while keeping stakeholders informed and the learning moving forward. Leaders recognized the work for both the quality of the learning and the communication used to manage the changing requirements.

This project also expanded my understanding of Call Center operations and gave me my first opportunity to design an interactive Digital Workbook as a learning solution.