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Details
This interactive eLearning module was developed to train customer service associates for a leading cloud-based gaming service. The service allows users to play high-end games on various devices, but a significant training gap existed: support staff had no direct access to the live application or website from their work machines. This project bridged that gap by creating a fully functional, simulated walkthrough of the customer-facing application within a safe, training environment.
As the eLearning Developer, I was tasked with designing and building an accurate emulation of the service's UI to provide associates with the hands-on experience necessary for effective customer support.
Tools
Articulate 360
Skills
Instructional Design
E-Learning Development
UI/UX Implementation
Gamification Design Principles
Audience
Customer Service
Operations
The Challenge
The primary challenge was a critical lack of access. Support associates could not explore or interact with the actual service they were supporting, leading to:
Inefficient and theoretical training that failed to prepare associates for real-world issues
Potential for misdiagnosis of customer problems due to unfamiliarity with the interface
A significant barrier to building associate confidence and competence
Key Solutions & Features Developed
1. High-Fidelity Application Emulation
Description: Designed and developed a pixel-accurate, interactive simulation of the cloud gaming service's user interface. The module allowed learners to click on every functional UI element—from navigation menus and settings buttons to game library entries—just as a real user would.
Technical Execution: Built entirely in Articulate Storyline 360 using a combination of layered states, triggers, and variables to replicate the dynamic behavior of a live application. This created a realistic and risk-free environment for exploration and practice.
2. Flexible Learning Pathways: Exploration vs. Guidance
Description: Implemented a dual-mode learning approach to accommodate different learning preferences and training phases:
Learners could follow step-by-step instructions to complete specific workflows (e.g., "Navigate to the subscription settings"), ensuring they understood key procedures.
Learners were free to click any button in any order, encouraging discovery and allowing them to test hypotheses and learn from the simulated consequences without impacting a live system.
This approach catered to both novice learners who needed structure and experienced learners who benefited from reinforcement and self-directed discovery, significantly improving knowledge retention and problem-solving skills.
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