Embedded Files
Tools: 7taps
My Role: Instructional Designer:
Designed, scripted, and built the course from brief to delivery, including microcopy, visual flow, and scenario-based knowledge checks
Time: 5 hours
Client: Designed for logistic service teams handling freight insurance queries.
Challenge
A freight company began receiving refund requests and negative online reviews linked to confusion around freight insurance. A financial review at the freight insurance provider confirmed repeated cases where no valid insurance policy had been arranged. Under Incoterms like EXW and FOB, customers had assumed the Seller was responsible, when responsibility sat with the Buyer. The pattern suggested gaps and varied interpretations of freight terms during customer conversations.
Solution
I designed a mobile-first microlearning course in 7taps to clarify who is responsible for freight insurance under common Incoterms (EXW, FOB, CIF, DDP). The goal of the course is to support the customer service team in having more consistent conversations with clients. The course used practical examples, conversational tone, and quick knowledge checks, and was launched the same day. Completion was tracked through built-in analytics.
Pros
The course was fast to deploy and accessible on any device.
It gave the customer service team a shared foundation for discussing freight insurance.
It filled a knowledge gap.
Analytics provided visibility on completion.
Cons
The knowledge checks focused on recall rather than deeper application.
I recommended a follow-up activity using customer scenarios to build confidence in more complex cases.
Course Evaluation
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