Background

In a fast-paced operational environment, experienced employees were often the go-to resource for process knowledge, troubleshooting, and on-the-job training. However, critical information was stored in their heads, not in formal documentation, creating risk during turnover and onboarding. New hires struggled to retain key procedures, and recurring questions pulled seasoned staff away from their work.

Challenge

To reduce dependency on individual employees as sole knowledge holders and improve training consistency by designing a scalable learning repository that was accessible, digestible, and engaging.

Approach

I spearheaded the development of a microlearning library and institutional knowledge repository using Microsoft Power Apps and Power BI, grounded in adult learning principles and accessibility:

• Conducted interviews and task observations to identify institutional knowledge and historical information, scenarios and decisions worth capturing

• Broke down complex tasks into short, standalone microlearning modules (1–3 minutes each)

• Created an intuitive Power Apps dashboard for frontline workers to access training content on-demand from desktop or mobile

• Embedded interactive checklists, how-to videos, and process visuals

• Integrated Power BI to track usage, engagement, and identify training gaps

• Categorized resources by task, role, and department to align with real-time workflow needs

• Worked cross-functionally to update materials as processes evolved

Solutions Implemented

• Developed 60+ microlearning modules covering rulemaking, Robert’s Rules, Freedom of Information Act, regulatory interpretations, a quick set up guide to navigating new programs, and troubleshooting

• Launched a Power Apps training hub with filtered search, user feedback, and quick-access tiles

• Established a system for ongoing contribution of knowledge by senior employees

• Used Power BI dashboards to provide leadership with insights into training engagement and content needs

Results

• 95% of new hires reported the training portal was helpful and easy to use

• Saved an average of 15–20 minutes per shift by reducing knowledge gaps and task delays

• Improved cross-shift communication, consistency, and confidence in completing procedures

• Established a sustainable framework for succession planning and institutional memory