Project overview
Context
A technology services company operating across three countries needed to standardise the onboarding experience for new hires in customer-facing roles. Onboarding had previously been handled informally by line managers, resulting in significant variation in knowledge quality and time-to-productivity across sites.
The L&D function had limited bandwidth and needed a solution that could be updated by internal staff without requiring external development support for every revision. A mobile-first design was non-negotiable: a significant portion of learners accessed content primarily on smartphones.
The challenge
- No existing structured onboarding content — starting from source documents and SME knowledge only
- Three distinct learner populations with different prior knowledge and language backgrounds (English and Arabic)
- LMS had limited SCORM support — needed clean SCORM 1.2 packages with robust completion tracking
- Tight 8-week timeline from kick-off to deployment (new hire cohort already scheduled)
- Internal team had to be able to update content without external support
Our approach
Rapid TNA and content audit (Week 1–2)
We ran structured interviews with three senior performers and two line managers to identify the critical knowledge and behaviours required in the first 30 days. We applied action mapping to keep scope focused on what new hires actually need to do, not everything that could theoretically be useful.
Modular architecture (Week 2)
Content was structured into six discrete modules of 12–18 minutes each, grouped into a Rise microlearning hub. Short modules support completion on mobile, allow learners to restart easily, and make future updates surgical — one module can be revised without touching the others.
Rise build with brand alignment (Week 3–5)
Custom theme built from the client's brand guidelines. We used a deliberate mix of Rise block types — labelled graphics for system diagrams, process blocks for procedures, knowledge checks at 10-minute intervals, and scenario blocks for customer interaction practice.
SME review and revision (Week 5–6)
Structured review using our SME Feedback Standardizer template. This eliminated the "just change this slide" email chains that had derailed previous projects. Two review cycles completed on time.
LMS testing and deployment (Week 7–8)
SCORM 1.2 packages tested against the client's LMS with their administrator. Completion rules validated. Rise source files handed over with a 2-hour internal author training session.
Deliverables
- 6 Articulate Rise modules — SCORM 1.2 packages, branded, mobile-responsive
- Knowledge check banks (5 questions per module minimum)
- Microlearning hub table of contents with completion status display
- Kirkpatrick Level 1 reaction survey (Rise-native, exported to client analytics)
- Rise source files with internal author guide
- LMS upload documentation and completion rule specifications
Outcomes
- Consistent onboarding across all three sites — line managers reported significantly less ad-hoc follow-up required
- Average Kirkpatrick Level 1 score of 4.3/5 across the first three cohorts
- Mobile completion rate above 60% — confirming the mobile-first design decision
- Internal team successfully updated two modules within 6 weeks of handover, without external support
- Delivered on time and within scope — 8 weeks from kick-off to first deployment
Tools & frameworks used
Related service
This project was delivered as part of our Custom eLearning Development service. If you have a similar challenge — onboarding, knowledge transfer, or compliance — book a discovery call to discuss scope and timeline.
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