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Senior Learning Experience Designer

I make complex work easier to learn and do.

I design training systems, live simulations and learning tools for L&D and operations teams.

What working together looks like

  • Simulation builds: Your team’s real workflow, rebuilt as a practice simulation where your staff can fail safely. Fixed scope.
  • Learning systems: Training programs, knowledge consoles and quality gates, designed and built, then handed over with the team trained to run them.
  • Advisory: Audits and roadmaps for teams whose training isn’t changing behaviour on the job.
300+SOPs standardizedLandmark Knowledge Console
98.2%First-shift recipe accuracySubway Kitchen Rush Simulator
40%Fewer supervisor escalationsLandmark Knowledge Console
91.5%Policy exam pass rateInsurance Mastery Academy
Trusted by enterprise teams
PTCL
Zameen.com
Milvik BIMA
People Perfect
Global Study Options

Selected work

Problem, what was built, and what changed, in numbers.

Flagship case study Client engagement

Landmark Knowledge Console: 300+ procedures, answered in 3 seconds

Client name withheld

After · The Knowledge Console Answer in 3 seconds
Decision card · Active tiers

Fiber Premium: 100 Mbps, Rs 4,500/month. Active and verified. Usage check first: 4 smart devices plus 4K streaming need high-throughput fiber. Quote directly, raise the CRM order, no escalation.

Drag: the manual, and what replaced it.

Problem

300+ enterprise procedures buried in 200-page manuals; agents lost 12 to 15 minutes per answer during live calls.

Built

Every procedure rebuilt into instant decision cards with a sub-3-second search, owned and updated by the operations team itself.

Outcomes
  • 300+ SOPs
  • Answer time: 15 min to 3 sec
  • 40% fewer supervisor escalations
Built · One real query, walked through Step 1 of 4

1 · Customer asks a question

A customer on a live call asks about new fiber packages and pricing.

Screenshot of the Subway Kitchen Rush Simulator in play: Step 1, choose your bread, with a customer order for a Sweet Onion Chicken Teriyaki, step timer, score and mistakes counters in the header
Playable

Subway Kitchen Rush Simulator

Problem

Static paper recipe cards and lecture-style training failed to build muscle memory under time pressure.

Built

An interactive food-prep counter with drag-and-drop ingredient assembly, recipe timers and customer satisfaction scoring.

  • 98.2% first-shift recipe accuracy
  • Ramp-up: 2 days
Screenshot of the WhatsApp Communication and Crisis Trainer in play: a Marketing Team chat scenario asks how you would remind the team about a meeting, with three reply choices ranging from casual to professional
Playable

WhatsApp Communication and Crisis Trainer

Problem

Compliance lectures don’t prepare staff for a real customer chat going wrong at 11 pm.

Built

A WhatsApp-style messaging simulation with typing delays and read receipts, where tone choices branch the conversation.

  • 38% fewer escalations
  • 97.4% completion
Screenshot of the Insurance Mastery Academy home screen: XP, level and coins in the header, a learning journey progress ring, Level 1 Beginner unlocked and Level 2 Advanced locked
Playable

Insurance Mastery Academy

Problem

Dense regulatory jargon in 100-slide linear SCORM packages caused cognitive overload and quick forgetting.

Built

The same policies rebuilt as a mobile game with levels, coins and progression, designed for daily short sessions.

  • 91.5% exam pass rate
  • 99.1% completion

Method

How I work

01

Diagnose the real task

Find where people hesitate, guess or escalate on the real job.

02

Design for how memory works

Structure around recall, spacing and decision points, not the manual.

03

Practice, safe to fail

Rehearse the real task where a mistake costs feedback, not a customer.

04

Prove it in numbers

Measure time, errors and confidence before and after.

LinkedIn recommendations

Recommended on LinkedIn, in their own words

Aamir Habib
Aamir Habib CX Strategy Development and Planning, Contact Center Operations
in
Aamir managed Umair directly

Umair is an outstanding professional who brings passion, dedication, and commitment to his work. His energy to make things happen was contagious and it helped us achieve great goals. Undoubtedly, Umair was one of the best Trainer/Analyst & Developer we had for sure.” I wish Umair all the success in his upcoming assignments.

Muhammad Tariq Hameed
Muhammad Tariq Hameed Head of Sales at Milvik (BIMA)
in
Muhammad Tariq managed Umair directly

I highly recommend Umair Ismail as a trainer, system developer and in process implementation. He is a self-motivated, honest and goal-oriented person. He knows his way around people, he does whatever it takes to help others and gets things done. He is amazing at his job.

imran ahmed
imran ahmed Senior Managing Consultant, IT Business Analyst
in
imran was senior to Umair but didn’t manage Umair directly

Umair would be an asset to any team, a team player, an intellectual person to work with.

As part of PTCL journey, Umair played a vital role in managing the product development, reporting and inhouse portal development. He is a rising start when it comes to a team.

No matter how tense a meeting, Umair made sure everyone left with a smile

About

Umair Ismail is a Senior Learning Experience Designer who rebuilds how frontline teams learn complex work. Based in Lahore, Pakistan, he has worked across telecom (PTCL), property (Zameen.com), insurance (Milvik BIMA) and education clients, and now builds learning products of his own: The Lab, ID Workbench and QuizCraft.

He builds this way because nobody masters complex work by clicking through slides. People learn by practising real decisions until the right move is the easy one.

Scope and next step

What you can ask for, and what happens next

Price depends on scope and is discussed after a brief.

Choose the unit that matches the work you need, read what it includes and excludes, then send a brief for that unit.

Examples of past work relevant to a unit are discussed after the brief, not promised as a playable demo for a new unit on this panel.

Scope is agreed at brief. Anything outside the inclusions stated for a unit is not included unless it is separately briefed.

Pilot measures are limited to what learners did inside the simulation, as stated in Section 2, and self reported confidence is labeled as self reported wherever it appears.

1. Prototype

One playable slice of a learning product, covering one core loop and one job task, with one scenario and one set of decisions, playable end to end in a browser link.

Includes

  • The core loop
  • The one job task
  • Basic feedback that explains why a choice was right or wrong
  • A short known limitations list
  • A decision record template for the buyer to record proceed, revise scope, or stop

Excludes

  • The full content set
  • Additional scenarios
  • Full visual polish
  • Branding to client standards
  • Learning management system integration
  • Outcome reporting for a full cohort
  • Hosting for a full rollout
  • Ongoing support

What done means

The buyer can play the core loop end to end without builder help, can see where the loop works and where it breaks, and can make a recorded go, revise, or stop decision on the evidence of the playable slice alone. A prototype that only shows screens, or only describes the loop, is not done.

2. Pilot

A bounded safe practice simulation for a named job workflow, run with a named learner group for a named time window agreed at brief, using practice cases only, with no live system access and no real customer data.

Includes

  • The simulation for the named workflow
  • The practice cases agreed at brief
  • Feedback and debrief for each decision path
  • A pilot report

Excludes

  • Any claim of job performance improvement
  • Any claim of certification
  • Full rollout to all staff
  • Live system training
  • Real customer cases
  • Ongoing support after the pilot window unless separately briefed

What the pilot report measures

What learners did inside the simulation, where they failed, what they corrected on retry, how long correct decisions took after practice, and what remains untested. Self reported confidence may be recorded, but it is labeled as self reported, and it is not presented as job performance.

What done means

The pilot report is delivered with the measures above, with limits stated, and with a go or no go recommendation for a full build that follows from the pilot measures, not from opinion alone. A pilot without a report and a recommendation is not done.

3. Learning game

A complete playable game for one named competency or one named job skill cluster, with rules a new player can learn without builder help, scoring, feedback, replay, and a clear end state.

Includes

  • The game loop
  • The rounds or levels agreed at brief
  • Feedback that explains the reason behind each outcome
  • A score or progress record for the player
  • A short play guide

Excludes

  • A full curriculum
  • Multiple competencies unless briefed
  • Learning management system gradebook integration unless briefed
  • Live data
  • Multiplayer unless briefed
  • A performance guarantee

What done means

A cold player, meaning a player who has not seen the rules before, can start, play, finish, and explain what the game taught, without builder help, and the game has passed the quality checks named in Stage 1, namely frontend quality checks, cold player testing, and a claims audit. A game that only the builder can explain is not done.

4. Workplace simulation

A branched practice simulation for a named job workflow, in which learners make decisions, see consequences, and receive debrief, in a safe practice setting.

Includes

  • The scenario set agreed at brief
  • Branching paths with consequences
  • Feedback and debrief for each path
  • A safe practice setting with no live system and no real customer data

Excludes

  • Live system training
  • Real complaints or service orders
  • Certification
  • A job performance guarantee
  • Full rollout unless briefed as a separate unit

What done means

A learner can complete a full workflow path, see the consequence of a wrong decision without harming a real customer or a live system, correct the decision on retry, and explain what to do differently at work. A simulation that only shows information, with no decision and no consequence, is not done.

5. Microlearning tool

A single focused tool for one job task, designed for short repeated use, usable on a phone or desktop browser.

Includes

  • The one task
  • A short practice or check for that task
  • A quick reference for the task
  • A clear statement of what the tool does not cover

Excludes

  • A full course
  • A module set
  • A curriculum
  • Certification assessment
  • Learning management system integration unless briefed
  • A performance guarantee

What done means

A worker can open the tool, complete the task practice or check in a short session, and use the result at work without further instruction. A tool that requires a course around it to make sense is not done as a microlearning tool.

Next step

You will hear back with next steps and a short call if the brief looks like a fit.

Send a brief for your project

Start a project

Have a team whose work is hard to learn?

Send a 2-minute brief. You will hear back with a clear next step, not a sales deck.

Prefer to talk first?

If you want to book a call, reach me on LinkedIn and tell me you want to talk.

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