Business Problem: While technicians have basic pharmacy knowledge, they often need structured training on standardized safety protocols, medication handling practices, prescription verification, and the identification of high-risk drug interactions in order to reduce dispensing errors and enhance patient safety.

• Technicians lack structured training in standardized medication safety protocols, leading to dispensing wrong or incorrect medication. 

• Storage and handling behaviors are not guided by clear, enforced protocols, increasing the likelihood of dispensing outdated or incorrect medications.

• Technicians lack consistent practice applying verification procedures—including label checks and final product reviews—which contributes to variability and error.

• Technicians are not consistently trained on recognizing system alerts and following the Alert & Escalate protocol, resulting in missed safety warnings and delayed interventions. 

Solution: Reduce dispensing errors by 30% and improve patient safety through a comprehensive training program in Medication Safety & Management. This initiative will equip pharmacy technicians with practical skills to consistently apply standardized dispensing protocols, verify product accuracy, handle and store medications safely, and recognize system alerts or prescription discrepancies that require pharmacist escalation—ultimately supporting safer patient outcomes across daily workflows. 

Course Highlights: 

• Aligned With Adult Learning Principles

  • Built around real pharmacy workflows and practical decision‑making.

  • Self‑paced structure supports autonomy and different learning speeds.

  • Emphasizes relevance, application, and problem‑solving.

• Real‑Life Scenarios

  • Learners work through realistic dispensing situations.

  • Apply multiple safety protocols: 5 Rights, 3‑Check Rule, storage rules, verification steps, and Alert & Escalate.

  • Examples reflect actual pharmacy risks (LASA meds, unclear SIGs, mid‑count interruptions, expired stock).

• Engaging Interactivity

  • Click‑to‑reveal for step‑by‑step procedures.

  • Accordions to simplify dense content.

  • Tabs to compare related concepts.

  • Knowledge checks to reinforce accuracy and correct misconceptions.

• Chunked for Clarity

  • Short, focused sections reduce cognitive load.

  • Each module covers one safety domain at a time.

  • Clean structure supports busy adult learners.

Process: 

• ADDIE‑Informed Approach: I used the ADDIE framework to guide the project from problem definition through evaluation, ensuring every design choice supported safe, accurate dispensing practices.

• Analysis: I examined error reports, SOPs, and workflow patterns to identify where technicians were struggling. I also analyzed the audience—busy pharmacy staff with varying experience levels who need concise, practical, scenario‑based training they can apply immediately.

• Content & Problem Analysis: I mapped the required skills to the learning objectives, focusing on four core areas: safe dispensing protocols, storage and handling, verification steps, and responding to alerts. This ensured the course addressed the root causes of common dispensing errors.

• Design Document/Storyboard: I created a structured design document outlining the module flow, learning objectives, interaction types, scenarios, and assessment strategy. This blueprint guided the Storyline build and ensured consistency across narration, visuals, and activities.

• Development: I built the course in Storyline 360 using a clean, consistent layout, chunked content, real‑life scenarios, and interactive elements such as click‑to‑reveal, accordions, tabs, and knowledge checks. The design emphasizes clarity, accessibility, and learner engagement, ensuring technicians can easily navigate the material and apply the concepts in practice.

Evaluation: 

• Level 2 - Learning: Learners complete scenario‑based knowledge checks and a final quiz to demonstrate they can apply key safety protocols in realistic situations. The assessments focus on decision‑making (e.g., label mismatches, LASA storage, interruptions, expiration issues, SIG conflicts) and include feedback to reinforce correct actions.

• Level 3 - Behavior: Three months after training, supervisors observe technicians on the job and review error trends to determine whether the skills are being applied consistently. Improvements are measured through reductions in dispensing errors, better storage practices, and increased identification of safety risks.

Lessons Learned: This project strengthened my understanding of how interaction variety and visual design shape the learner experience. While tab interactions worked well for organizing information, I realized the value of incorporating a wider mix of interaction types to create even more dynamic engagement. I also saw opportunities to streamline text and lean further into visuals and short video clips to support faster comprehension. These insights will guide how I continue refining my design approach in future Storyline projects.

Business Problem: Pharmacy technicians often lack structured training in communication, leading to miscommunication, operational inefficiencies, and diminished patient satisfaction. While technicians possess essential pharmacy knowledge, inconsistent communication training creates critical gaps that impact performance:

• Limited training in clear, empathetic, and standardized communication with patients increases the risk of misunderstandings and reduces trust.

• Limited pharmacist communication regarding drug interactions and contraindications, reducing patient safety.

• Insufficient patient education on medication usage, side effects, and adherence strategies, results in poor patient understanding and compromised health outcomes.

Solution: Reduce communication breakdowns by 30% and improve patient outcomes by ensuring pharmacy technicians effectively engage with patients, confidently apply standardized SBAR protocols when communicating with pharmacists, and provide clear patient education on medication use. This training equips pharmacy technicians with essential communication skills—including conflict resolution and personalized patient education—that streamline interprofessional collaboration and enhance overall patient satisfaction and safety.

Course Highlights: 

• Aligned With Adult Learning Principles

  • Designed for self‑paced learning that fits naturally into busy pharmacy workflows.

  • Focuses on relevance, practical decision‑making, and immediate on‑the‑job application

  • Gives learners autonomy to explore content in a way that matches their experience level.

• Real‑Life Scenarios

  • Learners practice communicating with patients using clear, supportive language.

  • Apply the SBAR protocol to communicate effectively with pharmacists.

  • Use teach‑back to confirm patient understanding.

  • Explore how strong communication supports medication adherence and reduces safety risks.

  • Scenarios mirror everyday interactions technicians face at the counter, on the phone, and during handoffs.

• Engaging Interactivity

  • Process blocks walk learners through communication steps and protocols.

  • Card sets present examples, do/don’t guidance, and quick comparisons.

  • Tabs organize related concepts side‑by‑side for easy scanning.

  • Accordions break down dense content into manageable pieces.

  • Images support recognition and reinforce realistic patient interactions.

  • Knowledge checks help learners apply communication strategies and correct misconceptions.

• Chunked for Clarity

  • Short, focused sections reduce cognitive load.

  • Each module covers one safety domain at a time.

  • Clean, scroll‑friendly structure supports efficient learning and retention.

Process: 

• ADDIE‑Informed Approach: I used the ADDIE framework to guide the development of this Rise course, ensuring each design decision supported clear communication, patient understanding, and safe pharmacy practice.

• Analysis: I began by examining the communication challenges technicians face daily — from patient misunderstandings to unclear handoffs and inconsistent use of SBAR. I also analyzed the audience’s needs: quick, practical guidance delivered in a format that fits into a fast‑paced workflow.

• Content & Problem Analysis: I mapped the required communication skills to the learning objectives, focusing on patient‑friendly language, teach‑back, SBAR communication with pharmacists, and supporting medication adherence. This helped structure the course around real interactions technicians encounter at the counter, on the phone, and during handoffs.

• Design Document: I created a design plan outlining the lesson flow, interaction types, scenario placements, and visual approach. Because Rise is scroll‑based, I intentionally used cards, tabs, accordions, and process blocks to keep content organized, scannable, and easy to digest.

• Development: I built the course in Rise 360 using a clean, visual layout with short lessons, real‑life communication examples, and interactive elements that reinforce key skills. Images, process steps, and knowledge checks help learners apply communication strategies in realistic situations.

Evaluation: 

• Level 2 - Learning: Learners complete scenario‑based knowledge checks throughout the course to demonstrate their ability to apply key communication skills. Each module includes a focused assessment—managing patient interactions, using SBAR with pharmacists, and supporting patient understanding and adherence. A final quiz reinforces these skills through realistic, decision‑making scenarios, with feedback provided to guide learners toward mastery.

• Level 3 - Behavior: Three months after training, supervisors observe technicians during normal workflow to determine whether communication practices are being applied consistently. The follow‑up focuses on patient engagement, clarity of explanations, effective use of SBAR, and support for medication adherence. Improvements are measured through reduced communication breakdowns, stronger collaboration with pharmacists, and more confident, patient‑centered interactions.

Lessons Learned: This project reinforced how effective Rise can be for creating clean, streamlined learning experiences. Because the build process was smooth, I focused on refining the flow and ensuring each interaction supported clarity and engagement. Moving forward, I plan to experiment with a wider variety of interaction types and incorporate more visual and multimedia elements—such as short video clips—to further enhance learner engagement and break up text‑heavy sections.