Scenario-based eLearning
Scenario-based eLearning
Embedded Files
Problem and Solution
Problem and Solution
Many customers express dissatisfaction with their experience, not due to unresolved issues, but rather because they don't feel appreciated by the service agents. By examining the situation, it became clear that most of these negative reviews were linked to new agents. Thus, implementing soft skills training for new customer service agents will guarantee they deliver an exceptional customer experience.
Process
Process
This project was an evolving journey, refined through ongoing analysis and user feedback, resulting in a polished final product. I led the end-to-end design and development process, from crafting the action map to delivering the finished eLearning experience.
Action Mapping
Action Mapping
I worked with a Subject Matter Expert (SME) to make a plan and set our main goal.
I guided the SME in pinpointing specific actions that the customer service agents need to take for a great customer experience.
Then, SME ranked essential actions that agents should undertake for the overall success of the experience.
Following this, I proceeded to develop a text based storyboard.
Storyboard
Storyboard
Once the Action Map was ready, I collaborated extensively with the SME to craft a text-based storyboard detailing the choices and their corresponding consequences. Within the scenario, each option presents three actions: one correct choice and two distractors for the learner to consider.
When the learner selects the correct action, they will observe positive outcomes and advance in the scenario. However, if an incorrect action is chosen, the learner will witness a real-life consequence and be offered a "back" button to return to the question. Throughout the scenario, the learner has the opportunity to seek guidance from a mentor before making choices at each step.
Collaborating with and incorporating feedback from the SME was instrumental in shaping a real- life scenario. My emphasis was on constructing a narrative reflective of the realities within a telecom company. This approach facilitated the development of genuine consequences and offered rationale behind making correct choices.
Visual Mockups
Visual Mockups
Once the story-board was ready, I moved ahead and started creating visual mockups for the scenario-based eLearning. I utilized Figma for its flexibility in swiftly adjusting elements compared to Storyline. This enabled me to generate multiple iterations of the project's visual design, beginning with identifying color scheme (image below) followed by a wireframe version (image below) to establishing the layout (image below). Subsequently, I incorporated a background and introduced the mentor character, Zoe, into the scene. All the images in the project were derived from storyset.com.
Interactive Prototype
Interactive Prototype
Once the visual mockups were ready, I started prototyping to test its functionality. Utilizing the storyboard as a guide, creating the prototype was a seamless process. The prototype included – introduction scene, a complete question with choices scenario and a conclusion slide. This phase gave life to the project as I programmed states, triggers, and variables to stimulate the final experience. Before moving ahead to the development phase, I shared the prototype with my SME to gather feedback.
Full Development
Full Development
After receiving feedback, I began developing the project in its entirety. Initially, creating the subsequent sections of the course was straightforward using the copy-paste/duplicate method after the first level of prototype was completed. However, during this process, I observed inconsistencies in the answer choices where the states did not change. Hence, meticulous attention to detail became imperative. I concentrated on refining smooth entrance and exit animations, with mastering variable creation, trigger adjustments, and conditional triggers being crucial to its success.
Overall Reflection
Overall Reflection
The design process is iterative yet a highly systematic. I firmly believe that a good eLearning project requires IDs and SMEs to collaborate, cooperate and communicate. Personally, I enjoyed creating this eLearning experience with a cooperative SME.
Additionally, visualising the eLearning experience is an art. Creating an engaging and effective eLearning experience involves a creative process, akin to artistry, in designing visual elements, layout, and overall user experience. The satisfaction derived when the project comes to life is immense.
Emotional Intelligence
Emotional Intelligence
As a Learning Experience Designer, I developed a custom menu interaction feature that empowers learners to personalize their learning journey.
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