FRAUD PREVENTION ACADEMY

DATE: 2019

LEARNING SOLUTION: A comprehensive, interactive, gamified online training.

WHAT IT LOOKS LIKE

Below are screenshots of the project along with a description for each image. Selecting the image may provide a better view.

Fraud Prevention Academy

Problem: Call center associates don't know how to identify fraudulent orders resulting in tens of thousands of dollars
worth of fraudulent transactions to be incorrectly approved every year.

Solution: A fun, comprehensive online training that effectively teaches the topic.

Storyboard

Created a storyboard in PowerPoint to make it easy to access. It contained everything a developer and voiceover person would need to create the slide. For this project, I played both of those roles.

Learning Objectives

Learning objectives were displayed early on for learners to see how the content was going to benefit them.

Real-life Scenarios

I used real fraudulent orders along with interactive screen markers for learners to click on and learn about the different things to look for when reviewing orders for possible fraud.

Choose Your Own Adventure

Learners were able to walk around to different sections of the building (including upstairs) and go inside the different rooms. Each room covered specific content that would help the learner meet the learning objectives.

Gamification

There was high levels of gamification in this course. Learners would obtain a fun token as they completed the different sections of the course. Once all were obtained, they would enter the challenge/quiz.

Cool Interactions

In this accordion interaction, learners can click on any tab to view that topic's content. This is a nice way to break up content into bite-sized pieces to evoid cognitive overload.

Scenario-based Questions

Branching scenario questions were used here to help learners apply what they learned and see the consequeces of their actions when an incorrect answer was selected. The questions were strategically written to mimic situations that the learners would encounter in real life.

Visual

There were lot's of visuals used. I am not a big fan of large amounts of on-screen text so visuals were used along with the voiceover to promote learning.

BACKGROUND

An organization saw an increase in financial losses due to an increase in fraudulent orders/transactions. No fraud prevention training existed at the time therefore call center associates were never trained on the topic. The organization realized that some kind of training was needed for call center associates to learn how to identify and cancel fraudulent orders/transactions.

MY ROLE

For this project, I played an all-inclusive Instructional Designer, eLearning developer, video editor, graphic designer, and a subject matter expert (SME) role.

I followed the typical ADDIE approach to the project.

Analysis: As the organization was not fully aware of what was needed, I conducted a needs and learner analysis. During this process, I met with other SMEs, stakeholders, and call center associates to obtain a better understanding of the current knowledge in the topic and identify the learning gaps. Once this research was completed, I provided the key stakeholders a summary of my findings along with training recommendations which included the suggested learning objectives.

Design: Once the key stakeholders were on board with my recommendations, I proceeded with the design of the project. I designed a storyboard that included scripting and some images. This was shared with key stakeholders to ensure they agreed to the scripting I was going to use. Once it was approved, I continued with the next step.

Develop: Once the storyboard was approved, I began developing the project using popular authoring and video design tools (Storyline 360, PowerPoint, Apple Animojis, Kinemaster Pro, etc.). I provided the first draft to stakeholders who tested the demo and provided me with feedback. I made necessary edits then uploaded the project into the organization's learning management system (LMS) and proceeded with the next step.

Implementation: I partnered with the organization's Workforce Team to plan the rollout of the training. We identified that it was best to assign employees to specific time slots to attend the training. By doing this, we would minimize the impacts of the call center service level. For this project, I also managed the LMS enrollment for the training.

Evaluation: I completed the project by conducting research on the impacts of the training on the financial losses due to fraudulent activity and providing key stakeholders an executive summary of the project. During this research, it was found that in only six month, call center associates had assisted the fraud prevention department by canceling over $50,000 in fraudulent orders (this was appx 90% of all the fraudulent orders).

END RESULT

The organization was very satisfied with the project. I exceeded the deadlines and their expectations. In addition to providing the training to existing employees, the organization has made this fraud prevention course part of their new-employee training curriculum. As mentioned in the evaluation stage, in the six-month period after launching the course, 90% of the fraudulent orders were identified and canceled saving the company over $50,000 in potential financial losses.

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