Account Health Decision Guide
The Account Health Decision Guide gives Customer Success Associates a quick reference for recognizing potential account risk and deciding what to do next. It reminds them to look for patterns rather than rely on a single warning sign, while guiding them through when to investigate, follow up with the customer, or escalate.
The guide is designed to support good judgment on the job, not replace it with a checklist.
Keeping Students Thinking
This job aid was designed as a quick reference for teachers during those moments when a student gets stuck, looks for reassurance, or simply asks, “What do I do next?” Instead of giving teachers scripted answers, it offers short prompts they can use to help students get started, work through frustration, and take the next step on their own. The reminder panel also highlights the thinking behind those responses, including starting with empathy, recognizing questions that shift the thinking back to the student, and remembering that the goal isn’t to eliminate struggle, but to keep it productive and manageable.