Performance Support & Guides
Enrollment Student Roadmap
A single visual reference that connects three weeks of new-hire training to the student journey enrollment representatives support every day.
About this project
The challenge. Enrollment new hires completed approximately three weeks of learning across soft skills, technical systems, financial concepts, and enrollment processes. I saw an opportunity to give learners a visual structure that connected those individual topics to the broader student journey.
My approach. Drawing on nearly five years of experience as an Enrollment Representative, I organized the curriculum into a 10-step Enrollment Student Roadmap. The visual helped learners see where they were in the process, how different concepts connected, and what came next.
The result. The roadmap became a visual reference learners could use throughout new-hire training and as they transitioned from the classroom to the job.
Representative sample — Recreated to demonstrate my design approach without sharing proprietary content.
Centralization Process Maps
Process maps that showed associates who owned what, and where responsibilities transferred, as communities began working with centralized teams.
About this project
The challenge. As Cortland transitioned more than 200 communities to a centralized operating model, associates needed additional clarity around responsibilities, ownership, and handoffs between community and centralized teams.
My approach. I partnered with SMEs and stakeholders across the business to understand responsibilities and handoff points. I identified an opportunity to complement the existing learning with visual performance support and created process maps that showed ownership across teams and where responsibilities transferred.
The result. The maps were positively received by the learning and centralized operations teams, and the work is now informing an AI-assisted resource designed to help associates navigate their responsibilities.
Representative sample — Recreated to demonstrate my design approach without sharing proprietary content.
