Changing Pathways Mental Health Agency, a conceptual community-based mental health organization, through a thorough analysis,  identified several critical challenges among its clinicians. These challenges include delays and errors in documentation, inefficient schedule management, difficulty maintaining a healthy work-life balance, HIPAA violations, and high turnover rates. The issues identified significantly impacts both the clinicians' earnings and the agency's overall revenue.

I proposed several solutions to address the issues presented to include: 

1. Reference Guides

   • Reference guides for billing and documentation in accessible locations both in the office and virtual to easily access as needed to decrease issues with scheduling, documentation, and billing.

2. QA Specialist

   • A dedicated quality assurance specialist who will review all documentation to ensure acute and timely submitted documentation to avoid errors and delays with billing

3. Self-paced, scenario-based e-Learning

   • dedicated to the adherence of HIPAA policies and consequences of non-compliance

   • dedicated to streamlining the administrative procedures 

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     Rationale:  As the clinicians in the agency are on hybrid varying schedules across multiple counties, it would be difficult to have in-person training. Having a self-paced, e-learning training gives learners the opportunity to complete the training in a time that is accessible and convenient to them. It equips them with the knowledge and hands-on practice to effectively learn and apply skills in a simulated environment risk-free. This approach enhances retention and reinforces the skills practiced, increasing the likelihood of meaningful behavioral change.

I used the ADDIE model to structure my approach. During analysis, I identified key performance issues using both quantitative and qualitative data, ensuring the most effective solution. Through action mapping, I pinpointed the necessary steps to achieve the organization's business goals. From there, I developed a storyboard, created visual mock-ups, an interactive prototype, and ultimately designed a fully interactive e-learning solution. Throughout the process, I sought feedback at every stage, refining the project through multiple iterations, ensuring it met its intended purpose.

Action Map

During the analysis phase, I leveraged my experience working in mental health agencies and collaborating with SMEs on previous training projects to identify the actionable steps required to achieve the business goal. Using Cathy Moore’s action mapping approach and MindMeister, I emphasized what learners needed to do—focusing on essential skills that successful therapists possess—rather than just what they needed to know. This approach ensures meaningful behavioral change that would have a lasting impact on the conceptual agency. After evaluating and prioritizing the most critical skills, I selected three high-impact skills to highlight in the training.

Guided by the action map, I developed a detailed storyboard via Google Docs to establish the foundation and direction of the project. I designed engaging, realistic scenarios based on the three key actions learners needed to practice, ensuring an immersive experience through a conversational tone. Each scenario included well-crafted dialogue, realistic consequences for different choices, corresponding visuals, and strategic programming to create a seamless narrative flow.

At the start of the experience, users are prompted to enter their names, which are then seamlessly integrated throughout the course. This personalization enhances the realism, immersion, and engagement, making the experience feel more interactive and tailored to each learner.

Recognizing the importance of mentorship in a therapist’s professional growth, I incorporated a mentor character to guide learners throughout the course. In real-world practice, therapists often seek advice from supervisors or colleagues, though not always in real time. This mentor character provided immediate, in-the-moment guidance within a risk-free simulation, allowing learners to consult, make decisions, and experience the outcomes of their choices in a supportive learning environment.

To create a cohesive visual presentation aligned with the storyboard, I followed an iterative design process using Figma, Canva, and Freepik. I began by curating a mood board for inspiration and used a style guide to ensure a seamless integration of colors and fonts that aligned with the subject matter. I then developed visual mockups to refine placement and alignment.

Applying color theory, I chose shades of blue and green—colors often associated with therapy—to create a calming yet professional aesthetic. To enhance accessibility, I selected readable fonts and text box color combinations with sufficient contrast and size, adhering to WCAG guidelines for readability. Interactive elements featured hover states to signal clickability, improving user engagement.

Ultimately, these mockups allowed me to implement Mayer’s principles of segmenting and coherence, optimizing the learning experience for clarity and effectiveness.

Style Guide and Mood Board

After receiving feedback on my visual mockups, I used Articulate Storyline 360 to build upon them, incorporating interactivity into the first scenario based on the storyboard using programmable features such as animation, zoom regions, lightboxes, triggers, and variables. This allowed both reviewers and me to experience a snapshot of the project, testing its visual design, storytelling, interactivity, and overall functionality before proceeding with the full build. This approach provided valuable constructive feedback, enabling me to make refinements and  apply improvements across the rest of the project.  I made adjustments such as changing drag and drop features to animation to make the project more accessible to all users. 

After gathering and implementing feedback from fellow instructional designers on my interactive prototype, I moved forward with the full build of the project. This phase incorporated the remaining two actionable steps and a realistic conclusion, illustrating the potential outcomes of successfully completing all actions.  Ensuring a consistent, engaging, immersive, and user-friendly experience was a top priority. I followed an iterative process, testing functionality from multiple perspectives—as an instructional designer, potential learner, and graphic designer—refining the project to create a seamless and realistic learning experience

This project offered a valuable opportunity to refine and integrate the skills I’ve developed as an instructional designer, deepening my appreciation for attention to detail and the importance of enhancing the user experience. Throughout the development process and beyond, I actively sought feedback from peers, fellow instructional designers, and colleagues in the mental health field to gain insights into their experience with the e-learning course. I am continuing to collect feedback to inform future improvements.

The next phase of this project involves launching the course within the agency’s LMS and evaluating its effectiveness using both quantitative and qualitative data. I plan to conduct surveys to assess learners' experiences and key takeaways during the training, as well as evaluate therapists’ ability to apply newly acquired skills and their job satisfaction after completing the program. Additionally, I will review the agency’s HR records to analyze staff turnover rates and monitor revenue trends to measure the overall impact of the training.

One particularly meaningful piece of feedback came from a former supervisor at a mental health agency I worked with, who expressed how engaging the course was and how worthy of investment this training would be for agencies looking to enhance their training processes. The multiple rounds of feedback were instrumental in shaping the final product and have significantly strengthened my skills as an instructional designer. I’m excited to apply the knowledge and experience gained from this project to future initiatives.