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ACH Double Pull Issues: Designing with Client Constraints
ARTICLE

International Journal of Designs for Learning Volume 4, Number 1, ISSN 2159-449X Publisher: Assiciation for Educational Communications & Technology / Indiana University Bloomington

Abstract

The Customer Service Center of a large Midwestern insurance company requested training to research and prevent double payments from being deducted from their customers’ bank accounts. This issue was costing the customer service center between $9,000 and $13,000 per month and resulted in dissatisfied customers. The instructional designer was assigned to this project and faced challenges such as corporate politics, tight timeframes for development, and lack of content knowledge. This design case describes the project history, the design process, the design challenges, and the resulting design decisions.

Citation

Fortner, S. (2013). ACH Double Pull Issues: Designing with Client Constraints. International Journal of Designs for Learning, 4(1),. Assiciation for Educational Communications & Technology / Indiana University Bloomington. Retrieved December 4, 2022 from .