Introduction
Narrative
Examples
Identify & Define
Make it Stick with Questions
Recap
(Before) Macro Learning
(After) Micro Learning
(Old) GX Academy
(New) OS Academy
Results
Successful mission completion resulted in improved SLA metrics, timely new recruit onboarding, and positive agent feedback.
Lessons Learned
Understand the team’s workload to establish a more feasible timeline and vice versa.
Ask for feedback early and often.
Leverage any information to your advantage.
SLA Metrics Before
SLA Metrics After
Copyright © 2025 Bryan Nguyen. All rights reserved.
Google Shopping
E-Learning Course
•
2018
In 2018, Google Shopping Express (GSX) functioned similarly to Amazon, handling sales and shipping from Google and business-operated fulfillment centers. Operation Support agents were crucial to this process, responsible for resolving all handling, fulfillment, and transportation issues.
Role
Lead Visual Designer
Responsibility
UX/UI
Visual Design
Instructional Design
E-Learning
Exceed LMS
Problem
Operational Support (OS) agents were consistently missing Service Level Agreement (SLA) targets, leading to prolonged onboarding times for new agents. To address this, I was tasked with developing an e-learning course on the Exceed LMS platform, aimed at improving OS agent performance and reducing ramp-up times.
Research
To ensure the e-learning course effectively addressed OS agents' SLA challenges, I conducted independent research. My findings are outlined below.
Università di Roma
TLDR: User's don't retain unenforced information
Memory Research
Within 24 hours, we forget ~ 40% of new info
Within 48 hours, ~ 60% of new info
Within 1 week, ~90% of new info
Proposed Learning Methods & Course Structure
My research informed a course structure based on two key principles: microlearning, for digestible content, and just-in-time learning, to deliver relevant information precisely when needed. These principles guided the course design, as illustrated in the example.
Course Storyboard
Collaborated with the OS manager and PM to develop a curriculum plan and course content. However, outdated and missing content led to initial deadline delays. To address this, I engaged relevant Subject Matter Experts (SMEs) via the working document, established clear deadlines, and proactively followed up on outstanding items, while simultaneously progressing with existing content.
Course Revamp
Audit old courses and implement Material Design System:
Typography
Illustration
Animations
colors
Recorded Voice Overs
Designed New Course Features
Bookmarking
Progress Bar
Resource tab
Query Search
Learning Games
Copyright © 2025 Bryan Nguyen. All rights reserved.
Introduction
Narrative
Examples
Identify & Define
Make it Stick with Questions
Recap
(Before) Macro Learning
(After) Micro Learning
(Old) GX Academy
(New) OS Academy
Results
Successful mission completion resulted in improved SLA metrics, timely new recruit onboarding, and positive agent feedback.
Lessons Learned
Understand the team’s workload to establish a more feasible timeline and vice versa.
Ask for feedback early and often.
Leverage any information to your advantage.
SLA Metrics Before
SLA Metrics After
Copyright © 2025 Bryan Nguyen. All rights reserved.
Google Shopping
E-Learning Course
•
2018
In 2018, Google Shopping Express (GSX) functioned similarly to Amazon, handling sales and shipping from Google and business-operated fulfillment centers. Operation Support agents were crucial to this process, responsible for resolving all handling, fulfillment, and transportation issues.
Role
Lead Visual Designer
Responsibility
UX/UI
Visual Design
Instructional Design
E-Learning
Exceed LMS
Problem
Operational Support (OS) agents were consistently missing Service Level Agreement (SLA) targets, leading to prolonged onboarding times for new agents. To address this, I was tasked with developing an e-learning course on the Exceed LMS platform, aimed at improving OS agent performance and reducing ramp-up times.
Research
To ensure the e-learning course effectively addressed OS agents' SLA challenges, I conducted independent research. My findings are outlined below.
Università di Roma
TLDR: User's don't retain unenforced information
Memory Research
Within 24 hours, we forget ~ 40% of new info
Within 48 hours, ~ 60% of new info
Within 1 week, ~90% of new info
Proposed Course Structure
My research informed a course structure based on two key principles: microlearning, for digestible content, and just-in-time learning, to deliver relevant information precisely when needed. These principles guided the course design, as illustrated bellow.
Course Storyboard
Collaborated with the OS manager and PM to develop a curriculum plan and course content. However, outdated and missing content led to initial deadline delays. To address this, I engaged relevant Subject Matter Experts (SMEs) via the working document, established clear deadlines, and proactively followed up on outstanding items, while simultaneously progressing with existing content.
Course Revamp
Audit old courses and implement Material Design System:
Typography
Illustration
Animations
colors
Recorded Voice Overs
Designed New Course Features
Bookmarking
Progress Bar
Resource tab
Query Search
Learning Games
Copyright © 2025 Bryan Nguyen. All rights reserved.