Embedded Files
Details
This eLearning module was developed as part of a blended learning curriculum for a leading game developer and publisher. The objective was to equip their global customer service associates with the essential gaming terminology required to effectively support a highly knowledgeable and tech-savvy player base. The module serves as a foundational primer, ensuring all support staff, regardless of their personal gaming experience, can communicate confidently and accurately.
As the eLearning Developer, I designed an interactive experience to assess prior knowledge and frame the learning in a context that would resonate with both gamers and non-gamers alike.
Tools
Articulate 360
Skills
Instructional Design
E-Learning Development
UI/UX Implementation
Gamification Design Principles
Audience
Customer Service
Operations
The Challenge
The client's support associates came from vastly different backgrounds, from hardcore gamers to those with little to no gaming experience. The challenge was to:
Create an inclusive and engaging starting point for a blended curriculum
Allow learners to self-assess their existing knowledge without causing frustration or disengagement
Immediately contextualize the importance of the content within a familiar gaming framework
Lay a common foundation of terminology for more advanced, role-specific training that followed
Key Solutions & Features Developed
1. Interactive Self-Assessment with "Terminology HP" Tracker
Description: Designed a custom checkbox interaction that allows learners to gauge their familiarity with key gaming terms at the start of the module. To enhance engagement and immediately immerse the learner in a gaming context, the interaction features a dynamic "Terminology HP" (Health Points) counter.
Technical Execution: Built in Articulate Storyline 360 using variables and triggers. As learners check terms they are familiar with, the HP counter visually increases, providing immediate feedback and a game-like sense of progression.
Design Focus: The HP mechanic was intentionally chosen to emulate a core element of computer games. This design decision makes the module instantly relatable for gaming-savvy learners and introduces a fun, intuitive metaphor for non-gamers, framing knowledge as a form of "health" in their support role.
2. Adaptive Learning Pathway Foundation
Description: While the core tiered curriculum is not shown here, this module was strategically designed as the entry point. The self-assessment activity prepares the learner for the subsequent blended learning path, where their assigned training (e.g., Tier 1 vs. Tier 2 support content) could be influenced by their demonstrated level of gaming knowledge.
Instructional Strategy: This approach personalized the learning journey, ensuring that each associate received the right depth of training based on their needs, thereby optimizing training efficiency and effectiveness.
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