Turn a policy dump into performance support

Convert a 31-page payments policy into a design that helps agents decide refund, escalate, or deny during live chat. Layer matching: learn the schema, reference the detail, practice the judgment The common trap is trying to teach every exception before the first scenario. Learners spend working memory on details that should be searchable during the job, then have too little capacity left for the decision. Extract criteria Identify the four criteria that drive most refund decisions: purchase age, customer status, product condition, and fraud signal. Criteria form the schema learners need in memory. Exceptions can reference the schema without crowding…

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