Project Overview
I redesigned an airline’s customer de-escalation training to improve retention and reduce unnecessary escalations. The original program reliedheavily on static text, which led agents to skip key techniques and defer issues to supervisors. My solution introduced interactive, scenario-based learning to build confidence and reinforce effective conflict resolution.
Collaborators
Jeff Paterson, IDOL Community
The Challenge
Customer service agents struggled to retain passive training content, leading to poor application of the LAST model and frequent supervisor intervention.
The Solution
I created an interactive eLearning module using Articulate Storyline and Clipchamp, blending real scenarios with branching narratives and feedback. This approach mirrors live role-play while reinforcing conflict resolution and customer management skills.
The Results
The course is expected to reduce supervisor involvement and improve customer satisfaction by empowering agents to handle interactions independently.
Type: Custom eLearning Development
Client: Personal Project
Date: June 2024
Articulate Storyline
Canva
Microsoft Clipchamp
eLearning Development
Storyboarding
Graphic Design
The project kicked off with a rough outline I built in Canva. I used it to map out the full learner journey, focusing on creating meaningful scenarios that gave learners the chance to practice the four steps from the LAST model. Each scenario was designed to feel authentic and purposeful, helping learners apply what they’d learned in a way that felt both practical and engaging.
After sketching the initial outline in Canva, I moved into drafting a written storyboard to flesh out each part of the learner experience. I focused on mapping realistic customer conversations, building out scenario options, and scripting meaningful feedback for each path. This helped me shape a course that not only guides learners through decision-making but also gives them space to practice and reflect in a safe, engaging way.
Once the storyboard was complete, I moved into course development using Articulate Storyline. I sourced, created, and edited all the graphics using a mix of shapes and images from Canva, customizing each visual to support the learning experience. For the audio, I used Microsoft Clipchamp to build a dynamic voiceover program, incorporating a variety of voices to bring the customer interactions to life and make the scenarios feel more authentic.
