What worked
- Three questions before any content. "Imagine the training worked. What is a person doing six months later that they wouldn't be doing otherwise?" Asked until a behaviour appears, not a topic.
- Branching scenarios that mirror the calls people actually get wrong on the job, in place of policy recall.
- The SME as co-author. Getting to the behaviour together turns the subject lead into a partner, not a content source.
What didn't
- Accepting a PowerPoint or a 90-minute brief as the starting point. The first answer is always "they would know X," and knowing is not a behaviour.
- Slides of facts with a quiz at the end. People pass the quiz and change nothing on the job.
The same process now drives every compliance course I build. Read the design notes