top of page

I designed this custom menu eLearning project for newly-remote employees to practice effective remote communication is crucial for maintaining productivity, collaboration, and a positive work environment. Here are some tips to enhance your remote communication skills:

I designed and developed this eLearning concept project for team members to review when preparing for both in person or virtual meetings.

Customer Centric Communication

Customer Centric Communication Mock Ups For Website.png

Overview

This is a scenario-based e-learning concept project designed and developed to help customer service representatives engage in effective techniques while solving customer inquiries. Throughout the course, the learner engages in a series of real-life, low-risk scenarios, ultimately learning what actions lead to positive customer reviews.

Audience: Customer Service Representatives 
Responsibilities: Action Mapping (Needs Analysis), Storyboarding, Visual Design, Mockups, eLearning Development

Tools Used: Articulate Storyline 360, Vyond, Figma, MindMeister

Problem

Sapphire Bank has identified that customer reviews frequently mention issues such as a lack of empathy, inadequate active listening, and inefficient use of  security measures by their customer service representatives. These shortcomings have resulted in decreased customer satisfaction and trust.

Solution

To address these issues, I created a targeted training solution involving realistic customer interactions. This program allows trainees to practice demonstrating empathy, active listening, and strict adherence to security procedures. Through these simulations, trainees receive detailed feedback and guidance, ensuring they are equipped to handle actual customer calls effectively and securely.

Process

The idea for this project came from my previous experience as a customer service recruiter. During my time, I was able to hear directly from the customer service representatives about the range of calls they received as well as how they were measured. To bring this project to fruition, I followed the following steps:

  • Creating the Action Map

  • Writing a Text-based Storyboard

  • Designing the Visual Mockups

  • Developing an Interactive Prototype

  • Finalizing and Publishing the Project

Action Map

I utilized Bloom's Taxonomy to establish clear criteria for measuring the necessity and effectiveness of the training program. Once the desired outcomes were defined, I conducted a thorough analysis to identify best practices, evaluating their impact and potential drawbacks. This led to the creation of a comprehensive list of dos and don'ts. 

Action Map 1.png

Mockup

When drafting this project I chose color combinations that provide sufficient contrast and are accessible to users. The pairings have sufficient contrast for use with normal text, large text and graphics which improves the overall user experience by making the information clear and accessible.

Visual Mockup.png

Visual Storyboard

The visual storyboard allowed me to combine my visual mockups created in Figma with the text-based storyboard to have all elements conveniently organized in one place. 

Visual Storyboard.png

Methodologies

Andragogy

In this project, I employed principles of andragogy to tailor the learning experience to adult learners. I applied these principles by:

  • Relevance: The training content is directly applicable to the learners' job roles and responsibilities, which increases their motivation to engage with the material.

  • Problem-Centered Approach: The training is designed around real-world scenarios and problems that learners are likely to encounter in their work, thus making the training practical and immediately applicable.

  • Self-Direction: There are opportunities for learners to take control of their learning through interactive elements that allow them to explore and revisit the best practices at their own pace.

Gagne’s Events of Instruction

  • Present the Content: The core content is delivered at the beginning of the interactive e-learning module and reinforced throughout. 

  • Provide Learning Guidance: To aid understanding, I included a mentor to provide quick tips, helping learners to grasp complex concepts more easily.

  • Elicit Performance (Practice): Learners were given opportunities to apply best practices throughout the simulation. This allowed them to apply what they had learned in a controlled environment, reinforcing their understanding and building confidence.

  • Provide Feedback: Immediate, constructive feedback was given whenever trainees selected the wrong answer. This included the customer's immediate verbal reaction over the phone, a visible change in facial expression indicating dissatisfaction, and a low star rating.

  • Enhance Retention and Transfer: To ensure transfer of learning, I incorporated a downloadable job aid as a follow up resource.

Interactive Prototype

For the interactive prototype, I used Vyond to create animated scenes and Articulate Storyline for interactivity via layers and triggers.The prototype incorporates a scenario, where the learner's choices influence the outcome. Depending on their decisions, learners are directed to different pathways, each demonstrating the consequences of their actions. Immediate feedback is provided based on the learner's choices. Whether they select the correct or incorrect option, they receive constructive feedback on the outcome of their decision. This feedback mechanism promotes reflective learning and helps learners understand the rationale behind each decision.

Interactive Prototype.png

Feedback & Takeaways

Overall, I enjoyed the process of creating this project from beginning to end. With additional time, I would add a gamification element such as a progress bar when speaking with the customer or a badge at the end of the training. I would also add more customer inquiries to solidify learning and build confidence in applying acquired knowledge in different contexts. Lastly, I would add xAPI elements to monitor trends and learner challenges. 

Additional Customers

Additional Customer Inquiries

  • Card Issues (Debit/Credit)

    • Customer calls about lost or stolen cards.

    • Requests for new cards or activating new cards.

  • Account Opening or Closing

    • Assistance with closing an existing account.

  • Fraud or Unauthorized Transactions

    • Inquiries about suspicious activity.

    • Reporting unauthorized transactions.

Additional Characters_edited.png
bottom of page