My Work
I'm glad to see you here! Below, you'll find some samples of projects I've completed.
Videos
Amex Send and Split
Venmo agents can see the Amex Send and Split integration from the Venmo side, of course, but unless they have the app themselves, they have no visibility into the Amex side. This introductory video fills that gap and shows Venmo teammates how the Amex Send and Split integration works from the Amex side.
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Pineapple Mahoney Explain It All
Our Venmo training mascot of sorts, Pineapple Mahoney, takes a trip to the grocery store with his Venmo debit card. This snippet is part of a larger video that compares what a user like Pineapple Mahoney would see in the Venmo app when he swipes his card versus what Venmo agents would see on the back end.
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Games
Choose Your Own Adventure
Being in a virtual space doesn't mean teammates miss opportunities to work together; this Choose Your Own Adventure game makes sure of that! Led by a facilitator in a conferencing app, agents save the town from destruction by correctly answering questions about Venmo policies and procedures.
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Venmo Clue
Hands-on training is the best training! That's why I created a physical board game in the style of Clue to reinforce agents' product knowledge. Teammates move around the board based on the difficulty of the question they answer and ultimately try to find out which customer's account was frozen, where in the Venmo office it was frozen, and why.
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Training Modules
Venmo - Amazon Integration
In 2022, Venmo launched a landmark collaboration with Amazon. I created the training teammates in production took to prepare for this momentous product launch!
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Website Walkthrough
In addition to creating guides for teammates in production, I also create and update content for new hires. This particular training goes through the basics of using the Venmo website.
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Tools and Job Aids
Venmo App Simulator
The Venmo app only works for those located in the United States. To support our trainers in the Philippines, Colombia, El Salvador, and India, I created an app simulator! Designed in PowerPoint, trainers could present the deck and click around in it just as if they were using the Venmo app.
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Sending Limits and Training Creation Job Aids
Here are a couple job aids I made for Venmo and Cash App respectively. Venmo teammates expressed confusion about weekly payment limits after they changed, so I created a job aid with the information at a glance. Cash App team leads felt overwhelmed by the complex process they needed to create a training for individual teams; I created a flowchart to help simplify the steps.
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User Guides
I'm adding to my creative toolkit and learning Adobe Creative Suite and Captivate! I hope to have new content created with those platforms soon. Stay tuned!
Training Creation User Guide
In addition to the flowchart above, I created a step-by-step user guide for team leads to follow. They could then choose whether they wanted a more visual guide like the flowchart or this more in-depth guide!
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Clue Facilitator Guide
When leading a training for the first time, it can be easy to inadvertently leave something out or forget what comes next. This possibility seemed likelier with a new and unique game that other trainers may not have known how to facilitate, so I created a guide to walk them through it.
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More to Come!
I'm adding to my creative toolkit and learning Adobe Captivate and Adobe Creative Suite! I hope to have new content created with those platforms soon. Stay tuned!