Assessment Strategy Proposal for TechFlow
TechFlow's Customer Service Excellence Program had a 98% completion rate and strong assessment scores. It also had a post-training escalation rate well above baseline and supervisors across three call centers re-teaching skills the program claimed to cover. This proposal — developed as part of an instructional design certificate program — started with that contradiction and worked backwards: what would an assessment system need to look like to actually predict job performance instead of just measuring it?
Role
Instructional Designer / Assessment Strategist
Tools, Technologies & Strategies
Google Docs, Claude, Learning Context Analysis, Learning Objectives Writing, Assessment Challenge Diagnosis, Assessment Theory Application, Performance Gap Analysis, Kirkpatrick Evaluation Model, Authentic Assessment Framework, Criterion-Referenced Assessment Framework
The Challenge
The uncomfortable pattern at the center of this project was that the training appeared to be working by every internal metric — and wasn't. Escalation rates remained above baseline. Supervisors were re-training new hires. Learners said they didn't feel confident handling difficult customers even after passing. The challenge was diagnosing why, and doing it in a way that pointed toward a solution rather than just documenting the dysfunction.
My Role
I defined the learning context, wrote five performance-focused learning objectives, diagnosed three core assessment challenges, and developed a preliminary vision for a redesigned assessment system.
Design Decisions
The most important decision was how to frame the problem. Rather than treating low on-the-job performance as a learner issue, I framed it as a design issue — the assessments were measuring the wrong things. That reframe changed everything downstream. It shifted the focus from "how do we get learners to engage more" to "how do we build assessments that actually reflect job demands." From there, I wrote learning objectives that specified conditions, criteria, and success thresholds rather than just naming skill categories — which made the assessment vision more grounded and defensible. The preliminary design pointed toward performance-based scenarios, criterion-referenced rubrics, and process evidence like decision rationales and reflections to address both authenticity and academic integrity concerns at once.
Outcomes & Reflection
The analysis holds up — the diagnosis is specific, the objectives are measurable, and the assessment vision connects directly to the business outcomes TechFlow actually cares about. If I revisited this, I'd incorporate hard data to strengthen the stakeholder case, and I'd reformat the document as a professional memo or proposal rather than an academic paper. The thinking is there; the packaging should match the audience.
