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CX Onboarding Business Plan: A Learner-Centered Solution for AAA
Overview
Onboarding 1 is a strategic, learner-centered onboarding program designed for AAA’s new Customer Experience (CX) Associates. This initiative blends digital learning, accessibility, and full Kirkpatrick-level evaluation to reduce time-to-productivity and improve long-term retention.
Made In
MS Word, Canva, Google Workspace
Format
Date
July 2025
This project showcases my ability to design a comprehensive onboarding experience that aligns business goals with learner needs. “Onboarding 1” proposes a remote-first, modular onboarding program designed for modern CX employees who need flexibility, fast ramp-up, and a clear connection to company culture.
The experience is mapped across six phases (from Welcome Access to Stay Connected) and includes simulations, mobile-friendly microlearning, mentorship touchpoints, and automated feedback loops. The program also includes a full evaluation plan mapped to Kirkpatrick’s Four Levels and a stakeholder analysis using Mendelow’s Matrix to support organizational alignment and buy-in.
Purpose
This project demonstrates my ability to design performance-focused onboarding that reduces time-to-productivity and improves long-term retention. It reflects a strategic application of adult learning theory, digital accessibility, and UX principles to meet both learner and organizational needs.
Process & Tools
I began by identifying common pain points in onboarding for distributed CX teams, using learner personas and journey mapping to visualize the ideal experience. The structure was intentionally modular to support asynchronous access and mobile-first design. Content strategies focused on engagement, knowledge transfer, and early performance impact. The business plan was written and formatted in Google Docs and Word, with supporting visuals created in Canva to illustrate key concepts and processes.
