90% of participants reported higher confidence in handling intake conversations

Course completion exceeded industry benchmarks for voluntary training

Skills applied immediately: staff reported improved success in guiding patients through next steps

110% increase in patient satisfaction scores following implementation

Recognized by leadership as a model for interactive soft-skills training

Challenge: Welcome Center staff faced difficult conversations daily with patients. Many of them resistant, anxious, or ambivalent about next steps. Traditional training had limited impact on building real-world communication skills.

Goal: Develop a scalable, interactive, and practice-focused learning program that equips staff with practical MI skills to engage patients with empathy and guide them toward positive action.

Interactive Storyline module simulating realistic patient dialogues

Learning focus: Core MI skills: open-ended questions, affirmations, reflective listening, summarizing (OARS)

Engagement mechanics: Branching scenarios, immediate feedback, and modeled examples to reinforce learning

Format: Self-paced, digital-first, accessible across devices for busy frontline staff

Discover: Conducted interviews with Welcome Center leaders and staff to identify common patient interaction challenges

Design: Built realistic patient personas and scripted branching conversations to mirror actual staff experiences

Pilot: Tested with a small staff group; refined tone, pacing, and scenario realism

Scale: Rolled out as an organization-wide learning module, with tracking for completion and skill confidence gains

Instructional design, curriculum development, and SME

Scenario writing and branching dialogue scripting

Application of Motivational Interviewing theory to real-world staff challenges

Storyline build and interaction design

Video scripting, actor recruitment, and video editing

Measurement strategy for confidence and skill application outcomes

Voice Over actor