PCI Compliance

Tools Used

Articulate Rise (eLearning) - Visio (Analysis & Mapping) - Canva (Job Aid)

a blended learning experience

I worked for a pet supply company that reached a PCI merchant level requiring annual data security training on credit card handling. Most store employees had little prior experience with this topic, so I needed to build a solution that shows them how to identify and appropriately respond to potential credit card data theft attempts.

The learning experience I designed includes:

an informational e-learning, connecting PCI compliance to common store operations
an in-person activity, where learners practice credit card safety checks
a printable job aid, covering safe data handling tips for year-round reference

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Process

Solution

NEEDS ANALYSIS

I worked alongside a subject matter expert (SME), an IT cybersecurity professional at the company, to investigate how credit card fraud commonly shows itself in retail environments. I also needed to find out why employees didn't already know more about PCI compliance. I found that:

The company had minimal credit card data theft resources. This left retail employees unprepared, making it easier to miss suspicious activity and neglect required actions.
Reporting guidelines for data theft attempts were unclear. Store leaders often had to improvise, leading to inconsistent reporting and key departments being left out of the loop.

DEVELOPMENT

Visual choices like colors, fonts, and verbiage follow the company's internal style guide.

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Formative Self-Assessment

An interactive sorting activity during the e-Learning gives employees a chance to gauge their ability to spot potentially fraudulent activity. It strengthens learning goals and provides immediate feedback.

Learner Engagement

Stating learning objectives upfront helps gain learner buy-in by clarifying what they get out of the experience. Structuring content into manageable chunks, using interactive sections, tabs, flip cards, and slides helps scaffold information and reduce cognitive overload.

Power Outages portion of a PCI Compliance e-Learning

Accessibility

Designing with contrasting colors, intuitive navigation, audio for text, and text emphasis makes the learning experience accessible to a broader range of learners.

E-LEARNING

This scaffolded learning solution uses varied mediums and many practice opportunities. It’s built into each store's annual safety routine, making planning and execution easy for managers. I effectively scheduled the contents to be completed throughout the month, giving learners multiple opportunities to engage with the topic while not interfering with other work duties.

The eLearning is a core component of the PCI learning experience. It introduces employees to the concept of PCI Compliance, identifying potential credit card fraud, and important steps to take in the event of a potential credit card incident.

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DISCUSSION & PRACTICE

In October’s monthly safety meeting, a data security segment helps employees connect training to real tasks.

Store leaders lead an open discussion using the job aid, followed by a hands-on terminal inspection at the point-of-sale, providing feedback and guidance throughout.

JOB AID

This printable resource provides employees a quick, accessible way to review safe data practices anytime on-the-job. It eliminates the time barrier needed to revisit the e-learning on a computer, making it easy for employees to get a refresher on the topic, and can be referenced anytime between annual training sessions.

BLOG POSTS

The IT Team collaborated with me to publish informational articles on the company’s internal blog during the training month. These covered PCI compliance, cybersecurity, business importance, and best practices. This information is also included in the e-learning, giving learners multiple content touchpoints.

Results and Takeaways

This was one of the first times I worked with an SME who appeared to be sincerely passionate and invested in the content from this experience. He consistently made himself available for communication and support. Useful feedback was always provided during review phases. His involvement was crucial to the solution's success, and I deeply appreciated his commitment. This experience highlighted the significant impact an engaged SME can have on a project.

Reaction

This learning experience was praised by both stakeholders and learners, with LMS feedback highlighting its engaging and easy-to-understand approach. Many comments expressed appreciation for bringing awareness to how scammers exploit credit card data.

Learning

Store leaders reported that ~85% of staff passed all portions of the learning experience by the end of the month. The remaining either missed the store meeting, were on leave, or hadn't yet signed-off for completion in the LMS.

Behavior

District managers have noted that many stores have added terminal inspections to their monthly store task schedules, and employees have been more alert to their credit card terminals.

Between the time the learning experience launched and my departure from the company, there were no credit card data incidents and communication about PCI related issues has been reaching the correct departments since the training launched.