ADDIE, Bloom’s Taxonomy. I’ve always loosely followed these. ADDIE is how I set up project work and Bloom’s is really what I used to design interactions.

In reality, I use Dick and Carey to design my courses. It turns “Identify relevant article to follow” to “In a call center enviroment, a help desk agent will use advanced search and filtering to select the most relevant article based on keywords or errors.”

Looking at in the goal in the enviromental, reveals that it’s more than identification. We need active listening skills, we need to know what to listen for and review in the article.

For the agent, they would be motivated to learn this skill to be accurate and save time in searching.