CYBERSECURITY FRONTLINE
Protecting Customers, Preventing Threats
Ready to take on cybersecurity threats with confidence?
This microlearning walks learners through four key steps to prevent cybersecurity risks. With engaging, hands-on exercises, learners build practical skills to protect sensitive information and handle threats effectively.
AUDIENCE: New and experienced customer support agents who handle issues at a blockchain company
RESPONSIBLILITIES: Instructional design, e-learning development, prototyping
TOOLS USED: Articulate Rise, Adobe Photoshop, Google Suite, Chat GPT
The Problem and SolutioN
THE PROBLEM
Customer support agents at a blockchain company often face high-pressure situations, such as panicked customers reporting hacked accounts. Many agents struggle with recognizing potential cybersecurity threats, balancing urgency with protocol, and confidently taking the correct steps to resolve issues.
These challenges can lead to costly mistakes that put customer data and company systems at risk.
THE SOLUTION
To address these challenges, I created microlearning modules as part of a larger cybersecurity training program. This cybersecurity module focuses on four key steps: pausing to assess, verifying customer identity, escalating issues, and guiding customers to secure channels.
The module uses clear instructions, hands-on activities, and practical examples to give agents the tools they need to handle threats calmly and securely.
Applying Design Thinking to Microlearning Development
OverView
For this project, I focused on creating a practical, learner-centered experience that directly addressed the needs of customer support agents. This microlearning module is part of a broader cybersecurity training program, designed to give agents the skills and confidence they need to handle threats effectively.
I began by identifying the real-world challenges agents face. These include managing high-pressure situations, recognizing potential risks, and following strict security protocols. I broke these challenges into specific, actionable problems and developed a step-by-step plan to create targeted solutions.
Every element of the training was built with the learner in mind. The module included interactive exercises, clear instructions, and relatable examples to help agents practice critical skills.
Each phase of the process supported the goal of preparing agents for real situations while aligning with the organization's need to maintain strong security practices.
EMPATHIZE
The first step in Design Thinking is to understand the specific challenges the learners face. For this project, the focus was on customer support agents working in a blockchain company. These agents often deal with high-pressure situations, like assisting panicked customers who believe their accounts have been hacked or their funds are gone. They need to respond quickly and effectively while following strict security protocols. This can feel overwhelming, especially for those who are less experienced with cybersecurity.
To gather insights, interviews and feedback sessions were conducted with the agents. These conversations highlighted key challenges, including the difficulty of balancing urgency with security, uncertainty about recognizing and addressing threats, and a strong need for training that is clear, actionable, and easy to follow. This step provided the foundation for creating training that directly addressed the real challenges agents face every day.
Define
The next step was to define the core problem: customer support agents needed practical training to manage cybersecurity threats under pressure. The training had to build skills for quick decision-making while reinforcing company protocols to maintain security.
This problem statement shaped the project’s focus. The training gave agents tools to handle real challenges, emphasizing thoughtful responses and step-by-step security practices. It also addressed the company’s priority to protect systems and safeguard customer data, creating a strong foundation for effective solutions.
Ideate
Once I had a clear understanding of the challenges and the problem defined, I started brainstorming practical solutions to help agents build skills they could use right away. The aim was to create training that felt directly relevant and actionable, using interactive elements to keep agents engaged, focused, and confident in their ability to apply what they learned.
Key ideas:
Scenario-based learning: The training included realistic situations that mirrored the challenges agents face, like handling a panicked customer or recognizing a phishing attempt. These scenarios gave agents a safe space to practice their responses and decision-making without real-world consequences.
Interactive tools: Flip cards, multiple-choice quizzes, and guided steps were added to break the material into manageable pieces. These tools focused on reinforcing key actions, like pausing to assess risks, verifying a customer’s identity, and escalating issues properly.
Bite-sized modules: The training was designed as short, focused lessons. This format made it easy for agents to complete the material quickly while still covering all the essential skills they needed to confidently handle cybersecurity threats.
PROTOTYPE
The next step was to turn ideas into action by building a prototype in Articulate Rise. The initial version included several key elements to create a practical and engaging learning experience.
The module began with a welcoming introduction that set the stage, outlining the importance of cybersecurity and how each step would help agents respond effectively to threats. Scenario-based questions were added to give agents a chance to practice handling challenges they might encounter, like recognizing phishing attempts or responding to panicked customers.
Interactive tools, like flip cards, guided learners through the four key steps: pausing, verifying, escalating, and guiding customers securely. Clear feedback reinforced each step, helping learners stay on track. The prototype served as a strong foundation for testing and refining the training, aligning it with both learner needs and organizational goals.
TEST
After completing the prototype, the final step was to test it with a small group of customer support agents. This phase was essential for evaluating how well the training worked in practice. The agents were asked to go through the module and provide honest feedback about their experience.
Testing focused on two questions: Was the content relevant to daily work, reflecting real challenges? Did the training build confidence in handling cybersecurity threats and making decisions under pressure?
The feedback provided during testing highlighted areas that worked well and where adjustments were needed. This input helped fine-tune the module, making it more effective, focused, and applicable to the real-world challenges that agents encounter every day.