Interactive Information Firewall Training

Challenge

Ensure understanding of critical, complex compliance training material

The Joint Commission manages two distinct organizations: one certifying healthcare organizations and another providing consultation services. To avoid any perception that consulting is a prerequisite for certification, maintaining a strict “Information Firewall” is essential—but explaining this complex, nuanced topic was challenging.

The real challenge wasn’t just covering compliance requirements—it was ensuring everyone within both organizations understood what the firewall is, why it exists, and how to adhere to its guidelines in various real-world situations. The topic was inherently dry and complex, yet understanding was absolutely critical.

ThinkingKap’s innovative approach to eLearning, especially with the creation of Frieda, has completely changed how we handle this complex Firewall topic. The customized, Interactive Conversation format has not only improved engagement but has also ensured a deeper understanding of essential compliance guidelines.

Learn more about how Interactive Conversations can transform your training and ensure a deeper understanding of course material.

Solution

Breathing new life into compliance training

From complex compliance to engaging conversation: a strategic transformation

Faced with the challenge of making the dry, complex topic of information firewalls understood, we knew a standard eLearning module would fail. The solution required a radical shift in approach from presenting information to facilitating understanding.

Working with TJC’s team, we developed our innovative Interactive Conversation strategy. We created “Frieda,” a dynamic character who engages learners in a dialogue, tests comprehension, remembers responses, and presents personalized scenarios. This transformed the course into a one-on-one coaching session that made the critical compliance rules clear, memorable, and even enjoyable.

This method brought Frieda to life. She delivered a personalized learning experience that really clicked with each user throughout their journey.

Approach

Interactive Conversations allowed training to test comprehension and remember learners’ previous choices

Here’s how our collaborative design process transformed compliance training into engaging conversation:

eLearning screen showing a stick figure mascot with tons of personality

Dynamic Character Development:

We designed Frieda with tremendous personality, humor, and relatability. Learners loved her approach to serious topics—she didn’t sound like any eLearning course they’d experienced, making complex compliance concepts accessible and memorable.

eLearning screen with a stick figure mascot breaking down complex material into easy to understand topics

Expert Content Breakdown:

Despite her humorous approach, Frieda expertly broke down complicated and confusing firewall concepts into clear, understandable components that everyone in the organization could grasp and apply to their specific roles.

eLearning screen with a stick figure mascot who checks for your understanding

Adaptive Learning Conversations:

Frieda consistently checked in with learners, offering opportunities to review topics, dive deeper for additional understanding, or progress forward based on their comprehension level. This personalized approach ensured optimal learning for each individual.

eLearning screen with a stick figure mascot who remembers what you said earlier

Intelligent Response System:

Frieda’s sophisticated memory system evaluated learner answers and provided tailored case study questions relevant to each person’s role. When learners chose irrelevant scenarios, Frieda guided them back on track with helpful questioning.

A black man reads on his tablet and smiles

Impact

Exceptional engagement, comprehension and learner satisfaction – their highest-rated program ever (enthusiastic applause!)

Key learner outcomes

Exceptional engagement levels leading to improved knowledge retention and understanding
Personalized learning experiences that felt relevant to individual job roles
Human-centric interaction style that resonated deeply with learners
Enthusiastic learner response with requests for more Interactive Conversation training

The results speak for themselves: Interactive Conversations transform compliance training effectiveness

This Firewall course became the highest-rated program The Joint Commission has ever developed. Learners absolutely adore Frieda, demonstrating unprecedented enthusiasm for compliance training that typically generates minimal engagement.

Frieda’s interactive nature allowed her to “interview” each participant and present real-world scenarios pertinent to their specific job roles. This customization made each learner feel the course was uniquely designed for them, significantly enhancing effectiveness and relevance while achieving unprecedented satisfaction levels.

The Strategic Difference: This was never going to be a typical compliance course. To tackle a complex and notoriously dry topic, we collaborated with the client to create a solution built on personality. The result—our ‘Frieda’ character—proves that even the most difficult subjects can become memorable with a creative, human-centered approach.

Ready to revolutionize your compliance training?

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