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Branching Scenarios


In this exciting project, I was the Lead Instructional Designer. I worked closely with several Subject Matter Experts and Content Developer. My initiative was to create an engaging, interactive course tailored for our customer service representatives (CSRs).



This involved working closely with the Subject Matter Expert (SME), crafting a compelling script, designing an intuitive storyboard, and finally, bringing everything to life using Articulate Storyline 360.



Adobe XD, Articulate 360 and Rise

Company Goal

Our primary goal was a significant one: reduce the volume of furniture returns, a move that not only saves costs but also eases the workload of our dedicated staff.


Identifying the Problem

A closer look at our quarterly reports revealed a growing trend in furniture returns. Our guest services team delved deeper and discovered that representatives were often too quick to process returns.


While company policy does accept returns, there's a preferred approach that involves exploring alternatives before resorting to a return. Thus, conserving company resources and reducing unnecessary costs.


Based on the interview with the Head of Customer Service, I drew up an action map and developed the goal for the project.


After evaluating several prototypes with my design team, we chose a blend of self-paced video and scenario-based learning. The self-paced video allowed CSRs to learn the concept and process. The scenarios offered an opportunity to practice what they learned in a familiar work environment, improving the transfer of learning to application on-the-job.

Professional Challenge

My challenge was to distill 2 hours of live instruction into a succinct, 20-minute module. This was achieved by working with Carlos, an SME in logistics, to outline a straightforward return-handling process. Once the outline was completed and approved, I built out several realistic scenarios.

Structuring the Program

My team and I integrated this course in the first two week of CSR’s onboarding cycle. The course starts with the instructional video, followed by hands-on scenarios for practical application. A pre-post course survey provided timely feedback to the CSRs, instructors, and designers, and opportunities for course modification for future cohorts.


Utilizing Articulate 360, I developed interactive scenarios in collaboration with a Content Developer.

Cultural and Linguistic Adaptations

⚡ Insight

During the SME interview, I learned that CSRs were not abiding by the returns policy. Additional interviews with local instructors and CSRs revealed a lack of understanding of the return policy, notably, when items are eligible for returns and which items are returnable.

Considering the varied linguistic backgrounds, particularly among the South American representatives, the course was developed using simple English language.

Evaluating the Impact

The results were encouraging – we observed an…

  • 8% decrease in furniture returns the following month.

The course resonated well with the representatives, with…

  • 60% expressing their intention to apply the learned techniques.

Continuous monitoring of scenario scores by facilitators ensures the ongoing effectiveness of the training.

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