Feedback Matters

Helping Managers Support Their Teams Through Scenario-Based eLearning

This concept project is a branching, interactive, scenario-based eLearning module that helps new managers give critical feedback with clarity and respect.

It builds a strong foundation for real-life situations, especially when team members get defensive or shut down.

Audience:

First-time managers or recently promoted leaders, often technical experts (e.g., data analysts, program leads) stepping into people leadership.

My Role:

  • Instructional Design

  • eLearning Development

  • Graphic Design

Tools:

  • Articulate Storyline

  • Midjourney AI

  • Figma

  • Mindmeister

  • Twine

The Problem

Civitas Solutions Group is a consulting firm with 2,500+ employees across 12 cities and a hybrid workforce. They were losing revenue, and people. Burnout, turnover, miscommunication, and a lack of manager support were hurting teams and client relationships.

After working closely with a Subject Matter Expert (SME), we found the root issue: Managers weren’t trained to develop or support their teams. There was a clear skill gap in people management, and a disconnect between accountability and team performance.

The Solution

I proposed five targeted strategies:

  1. Scenario-Based eLearning Modules
     Foundational, interactive training to help managers practice new skills in a low-risk environment.

  2. Job Aid for On-the-Job Support
     A quick-reference guide hosted on the intranet—offering just-in-time tools, frameworks, and next steps.

  3. Peer Support Networks
     Local peer circles for role-playing, discussion, and real-world reinforcement.

  4. Targeted Leadership Coaching
     Personalized coaching for managers facing specific challenges.

  5. Policy Change
     Incentives for managers whose teams thrive—aligning outcomes with expectations.

While all five would help, we prioritized eLearning and the Job Aid for immediate impact. My suggestion would be to release new modules weekly to reinforce and build on each new skill.

My Process

This was a highly iterative project, shaped by SME input and constant user feedback. I collaborated with my SME to define the problem, align on the business goal, and build an action map. From there, I wrote the storyboard, designed mockups and wireframes, created an interactive prototype, and built a complete module in Articulate Storyline.

Step 1:

Action Mapping

This wasn’t about knowledge—it was about behavior. Using Cathy Moore’s “Map It” approach, we created an action map focused on what managers need to do to support their teams.

We identified high-impact behaviors that directly tied to the business goal. These would become the backbone of the eLearning modules.

I chose to start with one of the highest priority actions: Providing clear, actionable feedback.

I built this module around the concrete actions managers need to take in order to focus constructive feedback on observable behaviors, not personal traits:

  1. Deliver feedback in a calm tone, avoiding sarcasm

  2. Give concrete feedback examples, including time, place, and impact

  3. If an employee is defensive, return the focus to collaborating on the desired outcome

  4. If an employee shuts down, share a personal example of a time you improved in that area

Step 2:

Text-Based Storyboard and Branching Map

I wrote a branching scenario that pulls learners into the world of Civitas Solutions. Each decision changes the path and the outcome. Learners can consult a real-world-style Job Aid at any time, just like they would on the job.

Along with the written storyboard, I created a branching map using the online tool Twine to help organize the choices and branches.

Step 3:

Visual Mockups and Style Guide

I started with a moodboard, created wireframes, and then designed a visual style guide for consistent branding. Using the style guide, I iterated several rounds of visual mock-ups before deciding on the final versions with feedback from the SME.

Interactive Prototype

I built the intro and first branching path in Storyline. This allowed me to test usability, design, and tone before developing the full module. I asked the SME and several other users to test the prototype.

User feedback helped refine every interaction

Step 6:

Full Development

With feedback in hand, I built the complete module, prioritizing accessibility, clarity, and engagement. Final touches included animations, branching logic, and full-team visuals to reinforce learning outcomes.

Business Goal:

Revenue will increase 5% by the end of the year as managers actively support and develop their teams.

Step 4:

Character Image Creation Using AI

I used Midjourney to generate realistic characters with expressive faces and natural body language. I tested everything—from layouts to expressions—to make sure it felt human and helpful. Read more about my AI image generation process here.

Step 5:

Takeaways

I loved working with my SME, a high-level manager in a company very similar to Civitas Solutions, to design thoughtful, scenario-based learning.

If I continue building this series, I’ll focus each future module on a different high-impact action managers can take and a different team-member, highlighting unique personalities, challenges, and team dynamics.

Creating consistent, expressive characters using AI was a challenge—and a huge learning opportunity. Through trial, error, and detailed prompts, I brought my vision to life.

Want to learn more about how I created the character visuals? Read about it here.

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Mentoring in the Clubhouse