The Right Approach to interacting with customers
This scenario-based eLearning experience gives customer service professionals an opportunity to practice responding to realistic customer interactions. Learners work through a series of conversations, making choices that influence how each interaction unfolds and receiving feedback based on their responses.
For this portfolio piece, I recreated and adapted the original client work, modifying the subject matter and visual details while preserving the core interaction and development approach. The project allowed me to showcase my ability to build branching scenarios, conditional feedback, progress tracking, and custom navigation in Articulate Storyline 360.
Project Details
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Role: eLearning Developer
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Brief: Development of a short, scenario-based eLearning experience focused on effective customer interactions.
Key Features
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Branching Scenarios: Learner choices determine the direction of each customer interaction.
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Conditional Feedback: Custom triggers display feedback based on the learner's selected response.
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Progress Tracking: Variables and custom states track completed sections and learner progress.
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Custom Navigation: Streamlined navigation and visual indicators support movement through the scenarios.
Tools Used
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Articulate Storyline 360
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Adobe Illustrator (Icons and visual assets)
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Adobe Photoshop (Image optimization)
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Freepik (Icons and visual assets)
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Google Docs (Content and scripting reference)
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ChatGPT (Content adaptation and development support)
I developed this portfolio piece in Articulate Storyline 360, adapting an existing scenario-based concept into a new visual and content treatment.
I focused on translating the supplied content and interaction requirements into a functional Storyline experience, building the individual scenarios using layers, triggers, and variable logic. I also adapted the visual assets and interface to support the revised content while maintaining a clear and consistent learner flow.
Throughout development, I tested the branching paths and interactions to ensure the different response options, feedback layers, and progression logic behaved as intended.
The scenarios use layer-based branching to create different pathways based on the learner's choices. Conditional triggers determine which feedback layer is displayed, allowing each response to produce a contextual outcome.
I used variables and custom states to create the progress tracker, giving learners a visual indication of which sections they have completed. Navigation and timeline animations were also customized to create smooth transitions between the different scenario layers.
The branching and progression logic was tested across the available pathways to ensure that each interaction behaved consistently and that learners could progress as intended.
For the portfolio adaptation, I refreshed the visual treatment to create a clean and professional customer-service environment while keeping the interface focused on the scenarios.
I created and adapted supporting visual assets, using consistent typography, spacing, icons, and layouts throughout the experience. The visual design was kept intentionally unobtrusive so that the customer conversations and learner choices remained the primary focus.