Chrisie Creese

• Content Designer
• Content Producer
• Developer
• +4

I designed and delivered a two-hour Culture Day course for the Quick Lane network that focused on strengthening customer-centric behaviours and team mindsets. The business needed a short, high-impact session that helped staff understand how internal culture directly affects customer experience and commercial results. To help employees understand that everyday actions, language, and behaviours, not posters or slogans, shape culture, I began by defining the course outcome. I then curated powerful, relatable quotes from respected business leaders to anchor the core messages and challenge existing attitudes. These quotes helped participants understand the link between value, consistency, and customer loyalty. Culture day slides – Quotes: The session was structured into three parts. The first explored what culture is and dispelled the idea that it is owned by management. Participants reflected on how culture manifests itself in various aspects such as tone of voice, problem-solving, standards, and the way teams communicate with customers. The second section introduced customer experience principles. Using industry examples, we discussed how successful brands build loyalty and how poor internal communication or behaviour can undermine customer trust. This created a shared understanding that culture is measurable through customer perception. The final section focused on application. Teams identified behaviours that supported or damaged the desired culture and agreed on simple, repeatable habits that could be implemented immediately. This phase turned abstract ideas into clear actions. I used interactive questions, short activities and discussion prompts to keep engagement high. The course was delivered face-to-face but designed so it could be rolled out consistently across the network. Participants left with a practical mindset shift: culture is not “what we say”, but “what we repeatedly do”. This project demonstrated my ability to turn organisational values into learning experiences that influence behaviour, strengthen ownership and directly support customer outcomes.

• Content Creator
• Content Designer
• Developer
• +1

Project Description The client needed a short GDPR awareness course designed specifically for managers. The aim was not to teach legal detail but to provide managers a clear understanding of what GDPR is, why it matters, and what they must do when handling personal data in everyday work. The original material was incomplete and unstructured, so it needed to be redesigned into a concise and engaging session. My role was to turn the client’s draft notes into a complete training product ready for delivery. I organised the content, simplified the messages, and added interaction points so managers could explore and apply information rather than passively read it. The focus was on practical responsibility, not legislation. I created a GDPR presentation written in plain language, explaining the purpose of GDPR, how personal data should be handled, and where managerial accountability sits. The presentation used relatable examples to show how GDPR affects decision-making and communication in real situations. I then developed a manager accountability framework. This transformed complex GDPR expectations into six clear responsibilities: collecting only necessary data, securing information, promoting safe staff behaviour, reporting breaches, managing data retention and disposal, and supporting individual data rights. This gave managers clarity on what GDPR compliance looks like in practice. To build confidence, I added a scenario-based activity. Managers reviewed realistic workplace examples, identified risks and decided whether their actions were compliant. It helped them apply the framework, recognise common mistakes, and choose appropriate responses. I also created a short knowledge check quiz to reinforce understanding of key areas, such as data breaches, subject access requests, and retention rules. This confirmed that the core messages were understood. My instructional design approach focused on turning regulatory content into simple, usable actions. I removed unnecessary jargon and highlighted behaviours that managers can directly influence. By using scenarios and reflection, the training encouraged managers to examine real conversations and decisions, rather than memorising rules. The final output was a complete, white-label GDPR package that included a presentation, an accountability framework, activities, and assessments. Without further development, it can now be delivered by managers, trainers, or HR teams. The program gives organisations a clear and consistent way to communicate GDPR responsibilities and supports the safer handling of personal data. This project shows my ability to take compliance content and convert it into an accessible, practical learning experience that improves behaviour, reduces risk and strengthens organisational confidence in GDPR.

• Instructional Designer