The training focuses on scenarios where users must effectively de-escalate an angry customer. Through interactive decision-making, users navigate various situations to address the customer's concerns and restore satisfaction.

PureLife Supplements, our client for this concept project, identified a deficiency in their sales associates' ability to effectively handle tense interactions with customers. This deficiency resulted in customer loss, negative feedback, and a drop in revenue.

Upon investigation, it became evident that the sales associates lacked the necessary skills and knowledge to manage such situations effectively. To address this, I recommended implementing a scenario-based eLearning module. This module would allow sales associates to practice interacting with upset customers and effectively de-escalate tensions.

Our objective was to enhance customer satisfaction and mitigate the financial repercussions of this issue by providing new hires with a safe environment to learn and understand the consequences of their actions. Incorporating a gamified element, such as a "frustration meter" to gauge the customer's emotional state, would add engagement and realism to the training. Additionally, I proposed highlighting common consequences such as email complaints, negative reviews, and manager intervention to underscore the importance of effective communication and conflict resolution skills.

After outlining the scenario, I utilized Canva to create visual mockups, an essential step in effectively visualizing the project layout. Designing the backgrounds involved piecing together different elements to represent health and wellness effectively. I carefully selected a color scheme that would evoke these themes, ensuring that the visuals aligned with the project's objectives. The software's user-friendly interface and flexibility allowed me to tailor the visuals to my liking, incorporating elements that resonated with the concept of well-being. Some of the images I incorporated into the project featured interactive elements. To maintain flexibility for potential adjustments within Storyline, I downloaded these images as SVG files, ensuring that I could modify their size without compromising image quality.

Leveraging my experience in both customer service and soft skills training, I really enjoyed developing this project. The journey was a blend of challenge and excitement. As my proficiency in Articulate Storyline grew, I gained confidence in utilizing variables, triggers, and conditional triggers effectively. Furthermore, I incorporated motion paths and audio to enhance engagement and interactivity.

Canva was an invaluable graphic design tool throughout the process. I scoured its vast image library for visuals related to customer service, customizing them to seamlessly integrate into the training content. This meticulous approach ensured that the visuals resonated effectively with the learning objectives.

Custom Visuals: Each visual asset was meticulously sourced from Canva. Their editing tools streamlined the process, allowing for easy resizing, recoloring of individual elements, and seamless merging of assets.

Custom Animations: I utilized motion paths to animate the icon along the frustration meter, incorporating triggers to adjust the customer's frustration level based on the learner's selections. Additionally, I integrated sound effects such as email notifications and typing sounds into scenario branches to enhance realism. Interactive animations like "pulse" were strategically added to prompt learner engagement.

Prescriptive Feedback - Mentor: To guide learners, I introduced a mentor character named Alex who provides suggestions for responses to each question. Alex not only directs learners toward the correct behavior but also offers explanations for the effectiveness of those choices.

Gamification - Customer Frustration Meter: The inclusion of the frustration meter adds a light gamification element, fostering learner engagement and aiding in contextualizing the customer's emotions. The visual representation of the meter evolving alongside the learner's choices provides immediate feedback, facilitating the journey toward de-escalation.

Scenario Branching: Each choice made by the learner leads to a different scenario, reflecting real-world consequences. This approach ensures that learners grasp the impact of their actions, fostering a deeper understanding of effective communication and conflict resolution skills.

Since the training focused on a fictional company and didn't involve actual stakeholders, I sought feedback from instructional designers in my network. Their responses were overwhelmingly positive, highlighting the project's professionalism, engagement, and user-friendly design.

This project served as a significant milestone in refining my capability to craft authentic scenarios mirroring real-life encounters for customer facing sales associates. With my proficiency in Articulate Storyline, I felt empowered to develop scenario-based training, ensuring design consistency and functional interactions throughout the process.

I'm excited about delving deeper into animation for my projects. Working with motion paths has been enjoyable, and I've gained confidence in using them effectively, particularly through my flagship project. Now, I'm eager to elevate the animation by incorporating movements in the characters' faces and bodies. This enhancement will bring a new level of dynamism and engagement.