Priority Pitstop: Customer Obsession

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Project Overview

This project demonstrates how I designed a microlearning experience to help Cisco employees understand and apply the company’s “Customer Obsession” strategy across different roles.

The course was created to align teams around a shared mindset: every role, whether customer-facing or internal, contributes to delivering exceptional customer value.

To make the concept practical rather than abstract, I designed the experience around short video insights from leaders, interactive exploration of the customer lifecycle, and branching scenario-based decision activities.

Needs Analysis
The project began with stakeholder discovery conversations to understand how Cisco’s “Customer Obsession” strategy should translate into everyday behaviors across the CX Americas organization. The goal was not simply awareness, but helping employees recognize how their roles influence customer outcomes.

Experience Design
The learning experience was structured as a short narrative journey combining leadership messaging, concept explanations, and applied decision-making. Each section builds toward helping learners see how their actions influence the customer lifecycle.

Scenario Strategy
To make the concept actionable, I designed decision scenarios that simulate real workplace situations. Learners evaluate possible responses and receive feedback that reinforces customer-focused thinking and proactive support.

Microlearning Structure
The module was intentionally designed as a 10–15 minute microlearning experience delivered through Cisco’s enablement platforms, allowing employees to quickly engage with the material while reinforcing key behaviors through interaction.

Audience

Employees across Cisco’s CX Americas organization, including both customer-facing and non-customer-facing roles.

The training was intentionally designed to help individuals understand how their work contributes to the customer lifecycle and overall customer success, even if they do not interact directly with customers.

my role

Instructional Designer and Developer

I led the learning design and development process from concept through delivery. My responsibilities included:

  • Conducting stakeholder alignment sessions with enablement leaders and SMEs
  • Creating the project brief and defining learning objectives using a Know–Feel–Do framework
  • Designing the course structure and learner journey
  • Developing the storyboard and interaction design
  • Writing scripts and content for the Rise course
  • Designing scenario-based learning activities and feedback
  • Building the final course in Articulate Rise and packaging it for publishing

tools

  • Articulate Rise 360
  • Camtasia (video editing and production)
  • Microsoft PowerPoint (visual and concept development)
  • Storyboarding documentation
  • Cisco enablement platforms (Xyleme / Degreed distribution)

deliverable

The final asset includes:

  • Leadership video introducing the strategic importance of customer obsession
  • Short explainer sections defining the concept and its role in Cisco’s strategy
  • An interactive customer lifecycle exploration showing how different internal roles influence customer success
  • Scenario-based decision activities where learners choose responses to realistic situations and receive immediate feedback

For example, one scenario places the learner in a technical support role responding to a network outage. Learners must select responses that demonstrate empathy, effective troubleshooting, and proactive customer support.

Explore the learning asset

Launch the course to experience the interactive scenarios, videos, and activities used to reinforce Cisco’s customer-obsessed culture.

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