[ eLearning - Graphic design - Web design - Multimedia ]
The Right Approach
to interacting with customers
This scenario-based eLearning experience gives customer service professionals a chance to practice handling different customer interactions. Learners work through a series of situations, choose how they would respond, and see how their choices affect the outcome.
For this portfolio piece, I recreated and adapted an earlier project, changing the content, visuals, and overall look while keeping the same basic interaction and development approach. It gave me a chance to show how I build branching scenarios, conditional feedback, progress tracking, and custom navigation in Storyline.
Project Details
Role: eLearning Developer
Brief: Recreate and adapt a short, scenario-based eLearning experience focused on effective customer interactions.
Key Features
Branching Scenarios: Learner choices determine the direction of each customer interaction.
Conditional Feedback: Custom triggers display feedback based on the learner's selected response.
Progress Tracking: Variables and custom states track completed sections and learner progress.
Custom Navigation: Streamlined navigation and visual indicators support movement through the scenarios.
Tools Used
Articulate Storyline 360
Adobe Illustrator (Icons and visual assets)
Adobe Photoshop (Image optimization)
Freepik (Icons and visual assets)
Google Docs (Content and scripting reference)
ChatGPT (Content adaptation and development support)
I started with the original project and used it as a reference for the structure, interactions, and general flow. From there, I rebuilt the experience in Storyline with new content wit, scenarios, and visual assets.
The scenarios were built with layers, triggers, variables, and custom states. Each situation presents the learner with a customer interaction and a few possible responses. Their choice determines which feedback they see and where they go next.
I also adapted the characters, backgrounds, icons, and other visual elements to fit the new version. Then I adjusted the interface and navigation along with the content so everything felt consistent across the different screens.
I used separate slides for the branching scenarios to create different outcomes based on the learner's choices. Conditional triggers determined which feedback appeared for each response.
Each response led to its own feedback. Choosing the right approach moved the learner forward, while an incorrect choice explained what they had missed and gave them another chance to try.
The knowledge checks followed a similar approach, using triggers and custom states to show the appropriate response after each answer.
For this version, I changed the visual treatment while keeping the structure of the original project.
The design uses illustrated characters and customer-service scenes to give the scenarios a friendly, approachable feel. I sourced the visual assets from Freepik, then redrew, recoloured, and edited them to fit the course. Some elements were also developed further to create the characters, scenes, and supporting graphics needed for the different scenarios.
I kept the typography, spacing, colours, and layouts consistent across the screens so the different elements worked together as one experience.
The customer interactions and response choices are the main focus of each screen. The illustrations, buttons, and feedback screens support the interaction without competing with it.