Makenna Nystrom, Senior Instructional Designer at Alaska Airlines, supports 10,000 ground employees across 112 US and 29 international airports. Gate changes, weather, a policy that moved yesterday — her agents needed answers in the moment, not next week. Long courses were never going to land.
In this MicrolearningCONF session, she walks through the build:
- Find the friction: where agents make mistakes, what they do rarely, what triggers supervisor coaching.
- Write to the behavior: "how to issue a loaner wheelchair," not "review accessibility procedures."
- Keep it under 3 minutes, mobile-first and searchable.
- Deploy where the work happens: QR codes in breakrooms, Teams, company iPads — and links inside policy bulletins.
Plus why she stopped chasing completion rates, and what she tracks instead.