CASE STUDY
Deep Dive into the Science of Reading
Turning complex product knowledge into consistent, confident customer conversations through real-world practice.
Product Enablement • Scenario-Based Learning • eLearning
TOOLS
Microsoft Office •
Articulate Storyline
DELIVERABLES
Content Menu • Storyboard • Script • Asynchronous Course
COLLABORATORS
SMEs, Learning Architect, and Reviewers
ROLE
Instructional Designer
AUDIENCE
Sales, Customer Success & Marketing
Project Snapshot
The Challenge
Rapid company growth had resulted in uneven product knowledge across Sales, Customer Success, and Marketing. Leadership identified instances of customers receiving inconsistent, and sometimes inaccurate, product information, creating a need for a common foundation of product knowledge and language across Go-To-Market (GTM) teams.
Consistent knowledge. Confident conversations. Real-world application.
Analysis & Insights
Leadership had already identified training as part of the solution when the project reached me. My analysis focused on translating the available source material into a learning experience that would work for employees with varying levels of product knowledge and create a consistent foundation for customer conversations.
Employees needed to do more than understand the Science of Reading research. They needed to connect that research to how Lexia's curriculum products applied it in classroom practice—and communicate that connection confidently with customers.
KEY INSIGHTS
Different Starting Points
Employees had varying levels of Science of Reading and product knowledge.
From Research to Practice
Learners needed to connect the research to how Lexia's products applied it in the classroom.
Customer-Facing Application
Sales and Customer Success reviewers helped ensure practice reflected realistic customer conversations.
The Solution
I used an internal product-positioning document as the foundation for consistent messaging. I structured the learning to move employees from understanding the science of reading research, to recognizing how that research informed Lexia’s curriculum products, to communicating the products’ value accurately with customers. The experience culminated in scenario-based practice that required learners to apply, not simply recall, what they had learned.
HOW THE LEARNING PROGRESSED
Research
Understand the science
→
Product Application
Connect research to curriculum
→
Customer Positioning
Communicate product value
→
Real-World Practice
Apply it in conversation
Application & Practice
Inspired by a trade-show setting, the culminating activity placed learners at a Lexia booth where a prospective customer asked a challenging question. Using actual trade-show booth photography and a TV game-show format, learners had to choose how they would respond.
Rise Above the Noise
Make the Call
Learners selected the response they believed would most effectively communicate the product's connection to the Science of Reading.
The Setup
A prospective customer approaches the Lexia booth with a challenging product question. The learner chooses how to respond.
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Effective Response
The conversation moves forward.
A choice didn't simply produce a correct or incorrect response. It changed the customer interaction. Learners who chose an ineffective response received coaching and another opportunity to try.
Safe practice. Authentic consequences. An opportunity to recover.
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Ineffective Response
The prospect reacts and the learner receives coaching and another opportunity to respond.
Results
278
Assigned
"The application of knowledge was presented in a real-world context."
-- Course Learner
*Results available at time of departure
77%
Completed
4.6 / 5
Course rating
Design Decision
A different setting for the same real-world skill
Because learners had already practiced product conversations with school and district administrators in a previous course, I wanted this experience to place them in a new customer-facing environment.
Lexia employees regularly represented the company at trade shows, where they were expected to explain curriculum products clearly and respond to questions from prospective customers. I used that setting as the basis for the culminating scenario, creating a game-show-style experience that gave learners another authentic context in which to apply what they had learned.
Same product knowledge. New context. Real-world transfer.
Core Capabilities Demonstrated
Learning Experience & Curriculum Design | Applied Learning & Practice | Stakeholder & SME Partnership
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