Customer Service Training

Scenario-based elearning with xAPI

This scenario-based eLearning helps customer-facing employees make appropriate decisions when establishing boundaries with inappropriate customers. The branching scenarios provide real-life situations and a safe place to learn professional phrases and thinking which then can be applied to the workplace.

This eLearning also utilizes xAPI to track learner behaviors and provides a downloadable PDF certificate upon completion.

 
 

Client: New and seasonal customer facing employees

My Tasks: Instructional Design, Learning Analysis, Project Development, xAPI Data Collection

Tools Used: Articulate Storyline 360, Adobe XD, Adobe Photoshop, Adobe Premier Pro, Visual Studio Code, Veracity LRS, MindMeister

Establishing Goals

I was approached by a female owned brick and mortar shop in downtown Asheville, NC. The owner expressed concern over employee turnover during summer seasons when an influx of tourists makes the shop busier. The client informed me of rises in inappropriate customers whose comments make her employees uneasy and which she believes contributes towards the higher turnover.

The client informed me that she supports her employees, however it can be difficult for them to know what to say in the moment after an inappropriate comment has been said. She also told me that employees find it difficult to refuse unreasonable customer requests when their main concern is customer satisfaction. This has led to employees feeling pressured to give store discounts or even their personal information to customers who request it.

We discussed options and eventually focused on a scenario-based eLearning that would provide employee practice opportunities to respond to inappropriate comments in a safe environment. This would also help customer facing employees experience realistic consequences to their own actions and offer a chance to correct any mistakes.

Storyline 360

The client and I decided to use Articulate Storyline 360 for it’s customization and ease in creating branching scenarios. It was important for the learner to follow a narrative and this tool provided seamless transitions and multiple choices for the learner to choose from.

I worked with the client and Subject Matter Experts (SME) on plotting out important steps that employees can take to establish boundaries. For this, we used Cathy Moore’s Action Map to establish a goal and specific metrics to achieve it. The client wanted to decrease employee turnover during busy summer months. This goal focused on a metric of employee complaints towards inappropriate customers and helped guide the actions desired by the employees.

The project’s action map and measurable goal

Custom Illustrations

I worked with the client on creating mockups for scenario-based eLearning. Based on a theme of building boundaries and how they related to constructing a fence, I used a western color scheme throughout the project.

I then worked alongside a local illustrator to develop various original assets for the project. Full images to depict the protagonist as she attends boundaries training at the fictitious Barrier Ranch along with individual pictures of the mentor providing advice. I also created an advice button during difficult scenarios.

  • Boundaries Established

  • Arriving at the Ranch

  • Meeting Mrs. Direct

Building Towards Success

I used the theme of a fence to represent boundaries. As the learner progressed throughout the eLearning they would build their own fence, piece by piece. There is also a chance of the fence being destroyed if the learner chooses an option that fails to establish boundaries. The client really liked this sense of progression.

Completed Fence

 

Destroyed Fence

Prototype at Work

I worked on this project in Articulate Storyline 360. After completing the first 10 slides, I provided the client with a working prototype. This included an introduction to the problem, the learner seeking aid, and the first of the interactive scenarios. The client was able to test out correct and incorrect choices and see the consequences of their choices as customers would respond.

  • Introducing the Issue

  • Establishing The Goal

  • Revealing the Scenario

  • Laying out the Options

Let’s Look at the Numbers

Data collection was utilized so the client could follow their employees’ progress as they completed the course. I wrote custom xAPI statements and synced the data with a Veracity Learning Record Store (LRS).

Data that was collected:

  • True or False Responses

  • Seeking help on sections

  • Learner’s name

  • Completion of course

My Thoughts

I enjoyed so many portions of this project, however below are some of my favorites:

  • Visuals: The client and I discussed various color schemes and eventually followed a western motif. The custom images were a joy to prototype and I enjoyed working with the illustrator to bring them to life.

  • Theme: My favorite part would have to be the overall theme of fences representing boundaries in our lives. The mentor, Mrs. Direct, provides sage advice on the importance of boundaries in prevention. I enjoyed tying this into the narrative so that the learner could build their own fence as they progressed.

  • New Programs: Visual Studio Code (which helped me check that my code was working) and Adobe XD (which fast tracked the storyboard process). I will continue to use these programs in the future.

  • Articulate Storyline 360: This project utilized all that the program had to offer, including: variables, triggers, states, layers, and timeline interactions. I enjoyed creating transitions that helped give the feel of story progression. The horse shoes often indicated where the narrative went while the swipe transitions helped carry the story towards it’s destination.

  • User Experience (UX):  I appreciated the feedback from the client and learners. It’s common to be so focused on the project that one can miss important details that help it function better. All the feedback I received was utilized in fine tuning the project for the client. 

I would like to thank all those that contributed towards the success of this project: Kyndra Sweep, Maddie Benitez, Andrew Jacobs and the Calahan Court. I draw inspiration from artist I admire, such as Aleksandra Drobik.