To begin, we identified the business goal the key stakeholder was looking to meet, which was to increase CSAT scores on revenue hurting tickets by 10% by the following year as LSS agents give clients better solutions to their revenue hurting requests. I then identified the decisions and actions the users would need to make in a real-life situation. The process of creating an action map ensured that all of the actions relate to the overall goal of the project.

Upon uncovering multiple actions team members needed to take in order to provide better solutions to revenue hurting requests from clients, I focused on prioritizing the crucial ones to emphasize in the learning module. Subsequently, I crafted a visual storyboard introducing choices and their respective consequences and providing the KSH/SME visual mockups of what the graphics would potentially look like. As users navigate through the scenario, they encounter three options: one correct choice and two distractors.

Opting for the correct action leads the user to a positive outcome, enabling them to progress through the scenario, while selecting an incorrect action exposes the user to real-life negative consequences of varying severity, accompanied by an opportunity to make another attempt. 

The storyboard process played a vital role in my design process, as it served as the canvas where I integrated significant instructional practices and learning theories to optimize the experience for the learners that immerses the user in the story to promote learning and retention.

I used Articulate Storyline 360 to create an interactive prototype, which I had planned out visually when working on the visual storyboard mockups. The prototype included the opening screen and the first question with correct and incorrect prompts.

With the basic framework for the rest of the project established, I shared the prototype seeking feedback on the look, feel, and overall experience of the scenario. The reception was positive and I made minor adjustments that addressed the user experience and user interface design, such as changing a standard progress visual of smiley faces to mimic the visual team members see when they receive feedback from clients. 

[image of progress visual before and after]

The interactive prototype was and continues to be an essential step in the development process. It allows me to improve the experience based on user testing and feedback from the clients at the beginning of development, so full development can run more efficiently.

For the full development, my skills in Storyline were challenged as I excelled in completing the build of the prototype to full development. Throughout this process, I  built the additional slides, leveraging states, layers, triggers (both standard and conditional), and variables to enhance the overall functionality. It was then dispersed to a pilot group for user testing with the intention of gathering any additional feedback specific to the learner’s perspective. Any feedback from the pilot group was iterated on and then the final production was sent to the KSH for final approval. 

Once the full development was completed, tested and approved by the key stakeholder it was time to move on to implementation. First, this meant creating a new lesson within the LMS that introduced the topic, had the SCORM file uploaded and active within the lesson, and provided a conclusion with next steps. Then it was time for rollout, which the expectations were previously discussed with the KSH regarding who and when. It was agreed previously that only complete/incomplete reporting was required for this module through the LMS. I supported the KSH in ensuring there was a 100% completion rate by tracking completion data and reporting any incomplete status to the KSH.