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WINNING PROJECT

This project won the December 2024 eLearning Challenge hosted by Tim Slade’s eLearning Designer’s Academy.

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Overview

The Customer Care team has been overwhelmed by complaints about lost, damaged, and delayed packages. The team received below-average satisfaction ratings from customers due to wait time on calls, lack of clear resolutions, and unprofessional responses to emotionally charged situations.

Select the diagrams below to learn more.

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The Problem

Below-average satisfaction scores

Unclear resolutions

Unprofessional responses

Confusing CRM

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My Solution

First contact with a live agent

Training with high-stakes simulations

Job aids for reference

CRM tips as performance support

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Have question?

I’ve got answers!

• How do you determine the root cause of a performance problem?

• Why do you do process mapping?

• How do you determine solutions?

• How do you make sure the business outcomes are addressed?

• What were some key design decisions you made?

• How would you evaluate training success?

• How would you continually improve your solution? </aside>

Skills and Tools

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JavaScript

The chat was created using Trialogue, a Twinery plugin, with custom JavaScript and CSS modifications to align the interface with brand standards.

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StoryLine 360

The module was built in Articulate StoryLine 360, with custom JavaScript code to enable real-time text entry validation, timers, and date retrievals.

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Feedback

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“What was cool about the whole course was that it was like multiple interactions happening simultaneously. […] It really felt like we were interacting with a customer and the FedPak CRM at the same time, and considering the whole thing was built on Articulate StoryLine, we were just so blown away.”

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What Others are Saying

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