Scenario-based Learning Design

Audience

Customer support agents who work for an app-based fintech company.

Roles

• Instructional Design

• eLearning Development

• Script / Storyboard

• Visual Design

• Animation

• Text-to-speech audio Production

Tools

• Articulate storyline

• Articulate 360 icons and illustrations

Overview

When new customer support agents join this organisation, they are trained on how to use the systems needed to interact with customers online. But before they have their first shift, they need to be prepped for the various interactions they might come across whilst on live chats with the customers. As they will be dealing with a variety of customers whilst supporting them technical issues with the app, they’ll need to acquire some soft skills to cater for customers with varying attitudes and backgrounds. Providing new customer support agents with common scenarios they might face when dealing with customers can help equip them with the skills needed should they encounter a similar situation while on live chats.

Process

Action Mapping: I worked with an SME to develop an action map on the common soft skills CST agents would need to implement when interacting with customers on live chats. We worked together to find some examples of when those soft skills would be needed through a variety of scenarios. From there we narrowed it down and agreed on the 5 most common tricky situations that were likely to happen on a busy day on shift and how they could be best dealt with.

Storyboard/Script
As part of the storyboard/script, it was important to keep the company’s branding in mind. The company’s brand was to remain approachable, optimistic, simple and trail-blazing. The aim was to create a script that used casual conversational language so that CST agents were able to relate to the course and feel immersed from the start.

Prototype
The prototype included visual mockups of scenario UI, the animated scenes of the chat experience, and the narration and sound design. The idea was to immerse the learner through an intro, with scenario prompts before each question. I included familiar system sounds to set the scene and aural feedback to round out the experience.

​​Development
In Articulate Storyline, I pieced together the visual and audio assets, built interactions and tested the project to bring the final product together.

Experience