Umair Ismail Senior Learning Experience Designer
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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.
Book a call See the work
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
fiber packages 3 verified packages found · 3 ms
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.

See the transformation
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
Play it
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
Play it
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
Play it

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.

Read on LinkedIn
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.

Read on LinkedIn
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

Read on LinkedIn

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.

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Have a team whose work is hard to learn?

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Or reach me on Connect on LinkedIn

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