Customer Service Call Model Project

This is an eLearning module designed and developed to train customer service representatives on the company call model. 

Responsibilities: Instructional Design, Action Mapping, Storyboarding, eLearning Development 

Tools Used: Articulate Storyline 360

Highlights: Custom drag and drop interactions connected to variables, click to reveal interactions, accordion interaction with open/close motion paths

This work sample is an original creation without the use of templates. 

The Problem

The company has recently adopted a call model after reviewing recorded calls and noticing that customer service representatives approached and structured phone calls differently, some more successful than others. The company began receiving lower customer reviews and ratings. 

The Solution

I determined that the problem was related to a skill gap among current employees. I proposed an eLearning module to provide training on the structure of a customer service call and how to successfully implement the call model. By having all customer service representatives fluent on the call model, it will increase the company’s ability to build trust and deepen relationships with clients. 

My Process 

I used the ADDIE model to guide my design and development. Through multiple rounds of implemented feedback, I created several iterations before the module was complete. My process included action mapping, creating a design document and storyboard to design the module, and fully developing the module through Articulate Storyline 360. 

Action Mapping

To begin the planning process, I used MindMeister to develop an action map based on the proposed solution. This allowed me to identify the learning goal and factors that may be contributing to the problem. I started with the goal in the center and then identified the observable behaviors the learners would need exhibit to help meet the goal. This action mapping process helped focus the learning by determining which actions would contribute most to the goal. Prioritizing these actions helps reduce cognitive load while creating effective learning that meets the company's needs, while making the learning relevant and meaningful for the learner. Based on the action map I was able to start thinking about the overall structure and outline for the module. You can view this action map below. 

Design Document and Storyboard

Using the action map to guide the process, I began creating the design document. The design document allowed me to write the course objectives, identify the authoring tool, and create a course outline. I made instructional decisions about the sequencing and chunking of the material in order to present it in a logical manner. I used the design document as opportunity to receive feedback from my peers and mentors in the learning and development community. Based on the feedback, I was able to implement suggested changes. You can view the design document below. 

Once the design document was approved, I moved on to the storyboard. Through the storyboard, I began planning the details of the course. I wrote the course script for the voice-over, made instructional decisions about the on-screen text, and selected visuals to support the learning. Throughout the planning process, I considered how to reduce cognitive load and make the experience beneficial for the learner. After designing all of the course content, I was able to focus on the visual design aspects of the module. I selected the theme colors, fonts, and development details. I used the storyboard as another opportunity to receive feedback and implement changes before the development process. You can view the storyboard below. 

Customer Service Call Model Design Document.pdf

Design Document

Customer Service Call Model Storyboard.pdf

Storyboard

Development

With multiple rounds of feedback, I was able to begin the development process in Articulate Storyline 360. I used the storyboard to guide the development, making adjustments where needed. After fully developing the module, I shared the first iteration with my mentors to receive feedback through Storyline 360's Review feature. Based on the feedback, I was able to make the course even more engaging, interactive, and informative. For example, one major change I made from the initial iteration was adding in the motion path accordion in place of a click-to-reveal interaction. By doing this, I was able to incorporate a much more engaging interaction and provide more information and detail than before. After several rounds of feedback and multiple iterations, I was pleased with final product.

First Iteration

Second Iteration

Testimonials

Here are some testimonials from the learning and development community regarding this module:

"You have a very smooth performing course and you nailed so many Storyline techniques. I loved the clean look you have for your course and you did a great job chunking the information so it's easy to digest."

"All of your interactions were so smooth and functioning how they should. You did a great job providing a variety of interactions."

"The color scheme and layout of the slides is beautiful. You have a rich diversity of interactions to support your content."

Reflection and Takeaways

I gained so much valuable knowledge about instructional design and development through this project. These are valuable experiences that I will be able to use in my future as I continue to build upon on skills and showcase my abilities.  I ran into some challenges during the development phase as I incorporated specific triggers and variables, but felt proud when I accomplished these tasks as I learned so much about the features and capabilities of Articulate Storyline 360. Here are some of the major takeaways I gathered through this process:

Learner-Centered Experiences

While planning and designing learning experiences, it is critical to keep the learner in mind. When making decisions about interactions or content, I tried to think about it from a learner's perspective. My goal is to keep the learning engaging, relevant, and logical, while reducing cognitive load. 

Embrace Problem-Solving

When facing challenges throughout the designing and development process, I persevered and found effective solutions. I enjoy challenges and pushing myself to learn new things. I analyze, research, and utilize resources to overcome obstacles. 

Feedback Is Valuable

Receiving feedback multiple times in various stages of the process allowed me to create the best possible learning experience. I learned quickly that feedback is a collaborative process that is critical to help achieve the goal. 

View more samples of my work by visiting the portfolio sections below.