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Interactive Education: IBM Managers

Project Overview

  • Client: IBM (Global Travel & Expense)
  • Role: Lead Content Strategist, Instructional Writer, Project Manager
  • Scope: 101 Countries | Annual Mandatory Manager Certification
  • Focus Areas: Information Architecture, L&D Strategy, Policy Governance, Accessibility

The Challenge 

IBM required an annual mandatory certification program to train thousands of global managers and expense approvers across 101 countries. The education needed to distill complex global Travel & Expense (T&E) policies, tax regulations, business controls, and legal compliance guidelines into an engaging, clear, and actionable learning experience.

The Approach 

As global lead for T&E education, I directed end-to-end program strategy, content architecture, and international rollout. Collaborating with cross-functional partners in HR, Tax, Legal, and Compliance, I translated strict regulatory requirements into clear decision-making frameworks for managers.

  • Interactive Curriculum Design: Authored 20+ interactive modules featuring progressive disclosure pop-ups, real-world scenario breakdowns, and contextual decision paths.
  • Knowledge Verification: Designed 9 interactive knowledge check assessments and 6 scenario-based ethics videos to test practical application.
  • Global Stakeholder Alignment: Conducted stakeholder research and survey analysis to identify policy friction points across international regions.
  • Production & Deployment Management: Directed storyboards, UX copy, asset collections, user support flows, localized communications, and full screen-reader accessibility compliance.

Interface Redesign & UX Governance

To improve completion rates and information retention, I overhauled the legacy learning screens using a flat, enterprise design system.

  • Welcome & Onboarding: Establishes clean visual hierarchy using IBM Plex Sans, a flat grid layout, and reduced cognitive load compared to legacy templates.
Mockup of an e-learning welcome screen titled Welcome. On the left is a photograph of two corporate professionals working at a computer. On the right, IBM Plex Sans text outlines the course objectives for the Global Travel and Expense yearly certification for managers, with a Next navigation button at the bottom right.
  • Risk Identification Mechanics (High Cash Expenses): Transforms dense policy text into isolated, scannable risk modules with functional iconography and standardized body text weight (Regular 400).
Mockup of an e-learning module titled Expense Reports: What to Look For. A central white card displays a cash stack icon above the heading High Cash Expenses, followed by two short paragraphs explaining corporate card usage and false claim verification, set against a minimal light gray background with a Next button.
  • Strategic Decision Tree (Travel Requests): Replaces clutter with a progressive 4-step framework (Role, Impact, Plan, Cost), hiding complex sub-questions behind interactive card states to streamline focus.
Mockup of an interactive e-learning screen titled Travel Requests and Pre-Approvals. Four modular cards represent validation steps: Role with a person icon, Impact highlighted in yellow with a target icon, Plan with a calendar icon, and Cost with a dollar icon. A horizontal progress bar runs along the bottom.
  • Knowledge Verification & Assessment Design: Corrects assessment mechanics (Option D: All of the above), providing clear feedback loops and accessible progress tracking.
Mockup of a multiple-choice quiz screen titled Knowledge Check. Four stacked rectangular cards list options A through D. Option D reads All of the above and is highlighted with a green checkmark indicating the correct answer. A progress bar spans the bottom of the interface.
  • Escalation Pathways (If You Have Concerns): Employs a structured vertical path to walk managers through actionable dispute and documentation steps.
Mockup of an e-learning escalation screen. The left side features a dark blue panel with large text reading IF YOU HAVE CONCERNS above a professional photo. The right side lists three vertical cards with icons: Request more information, Challenge the claim, and Educate your employee.
  • Governance & Core Principles (Remember…): Uses bold typography for primary takeaways paired with ample whitespace to ensure long-term retention of manager responsibilities.
Mockup of a course summary screen featuring large text reading REMEMBER... on the left, followed by four bullet points detailing manager responsibilities and report approval rules. The right side shows a photograph of a diverse corporate team framed in a rounded card.

Results & Global Impact

  • Worldwide Deployment: Successfully rolled out across 101 countries with executive and regional sponsorship.
  • Compliance & Accessibility: Delivered a fully accessible version compliant with enterprise accessibility standards.
  • Operational Efficiency: Streamlined global user support, troubleshooting workflows, and reporting mechanisms for regional administrators.

All materials presented in this case study are representative of the work performed and do not reproduce IBM internal policies or confidential content.