Created instructional content to reduce background check errors and improve HR workflow compliance.
Overview
SSA Group manages retail, food and beverage, admissions, and staffing and HR operations, for major cultural attractions such as zoos, aquariums, and museums. I worked as a Senior Technical Writer and Instructional Designer, designing plain-language lesson plans and e-learning modules that walked administrators through the Dayforce-HireRight integration, reducing background check errors, strengthening compliance, and ensuring smoother onboarding for new hires.
— PROJECT NAME
Simplifying HR Workflows
— ROLE
Senior Technical Writer & Instructional Designer (Contract)
— TEAM
3+ Administration District Managers (Admin DMs), Dayforce and HireRight Representatives, Articulate Storyline e-Learning Developer
— DATE
02/2025 to 06/2025
— TOOLS
Microsoft PowerPoint • Microsoft Teams • Microsoft Word • Articulate Storyline • eduMe Learning Management System (LMS) • Jira • Confluence • HireRight • Dayforce
— DELIVERABLES
5 Lesson Plans • Storyboard • Self-Paced e-Learning Module •
— HIGHLIGHTS
30% reduction in onboarding delays caused by incorrect processing
20% reduction in support requests
Significant increase in administrators who could complete the background check process without assistance
100% alignment between instructional content and UI
Reduced escalations and compliance risks
Administrators who were responsible for processing background checks across Dayforce and HireRight were missing key steps in the process. The existing workflows were unclear and training was inconsistent. Many thought the entire process happened inside Dayforce and did not realize they had to leave the platform, log in to HireRight, and resolve flagged cases before approving candidates. This led to onboarding delays and compliance risks.
Challenge: Create clear, structured, and system-aligned training content to enable administrators to complete the background check workflow accurately, using the correct platforms and reviewing all flagged results.
Solution: I designed plain-language lesson plans and e-learning modules that walked administrators screen-by-screen through the process using real system terminology, UI labels, and decision points. I used instructional callouts and highlighted system handoffs to reduce missed steps and improve accuracy.
My Process
To understand breakdowns in the process, I tested the workflow using temporary access to Dayforce and HireRight. I recorded where the workflow transitioned between systems and pinpointed where administrators misunderstood next steps. I documented these friction points, noting where wording, steps, and system transitions needed to be clearer.
What I did:
• Conducted weekly working sessions with Admin DMs and made iterative updates to the lesson plans based on feedback.
• Consulted Dayforce and HireRight representatives to understand system capabilities and request test environment access for each platform.
• Interviewed in-unit administrators to uncover user pain points and system friction that impacted efficiency.
• Audited existing training materials to identify process breakdowns.
My Work
Creating Step-by-Step Lesson Plans
I wrote lesson plans using one action per step and bolded UI elements for clarity. I aligned field names and button labels to what users saw in Dayforce and HireRight. I also added callouts to inform administrators that they must log in to HireRight to view and resolve flagged background checks before completing the hiring process in Dayforce.
I designed assessments after each topic to ensure administrators understood the content, could successfully apply what they learned from the training on-the-job, and to provide leadership with data for compliance requirements and performance reviews.
Hiring Processes Lesson Plan
This is an excerpt from the Hiring lesson plan that leads administrators through the background check ordering process. Each step mirrors the exact wording in Dayforce and HireRight, with bolded UI elements, numbered actions, and short context notes where administrators often missed details. This format made the workflow easier to follow, reduced missed steps, and gave administrators a reliable reference they could trust.
Compliance Callout
This is an example of a callout I used to reinforce important details that administrators often overlooked. In this example, flagged background checks had to be resolved directly in HireRight before a candidate could be moved forward in the hiring process. Highlighted reminders like this made compliance steps clear, reduced errors, and helped administrators complete hiring workflows accurately and with confidence.
Translating into Storyboards
Once the lesson plans were finalized, I converted them into storyboards using Microsoft PowerPoint. I structured them screen-by-screen, showing what administrators would see and what action they should take.
Building the e-Learning Course
I partnered with the e-Learning Developer to turn my storyboards into an interactive module using Articulate Storyline. I reviewed multiple drafts and ensured accuracy through SME validation. The final course included:
• Screen-aligned guidance with real UI screenshots
• Scenario-based simulations of flagged background checks
• Knowledge checks with real-world processing issues
• Completion data reporting for supervisors
Results
Impact
Reduced onboarding delays by 30% and support requests by 20% through clear, scenario-based training content that helped administrators complete the full workflow accurately.
Significantly improved accuracy by helping administrators correctly identify and resolve flagged background checks in HireRight before approving in Dayforce.
Achieved 100% alignment between training content and system UI, using exact field names, button labels, and workflow screens from Dayforce and HireRight.
Delivered 5+ training materials including an e-learning module and lesson plans used to train administrators.
Reduced escalations and compliance risks by clarifying when adverse flags required rejection or resolution before approval.
Before
Administrators approved candidates without reviewing flagged results
No system-specific training for workflow handoffs
Inconsistent in-person training required
Compliance risks and onboarding delays
After
- Screen-by-screen guidance prevented skipped steps
Clear callouts showed when to leave Dayforce and log into HireRight
Self-paced e-learning delivered a standard experience
Improved accuracy, confidence, and onboarding speed
Awards
- It’s Nice That
- AIGA
- Fonts In Use
- The Dieline
Contact
email@domain.com
000-000-000