Earn the 5-Star

This concept project is a scenario-based eLearning experience designed to help call center employees stay calm when customers are emotionally charged.

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Computer displaying "Earn the 5-Star" eLearning program.

The Problem

Call Me Maybe is a conceptual company devoted to assisting callers with any issues they encounter. An issue that repeatedly comes up is the employees earning low reviews whenever they encounter an emotionally charged customer. If the low reviews continue, Call Me Maybe is in danger of losing their contracts and having to lay off part, or all, of their workforce.

The Solution

The issue for the employees resides in the fact that they cannot utilize the “thinking center” of their brains when they become emotionally charged in reaction to the customer. Once I identified this issue, I utilized my prior experience in the mental health field to identify three core behaviors that can allow employees to stay calm and approach their customers in a way that will allow them to recognize their customer’s needs and de-escalate the call.

With new skill development being essential to successfully accomplishing the desired results, it was important that the learners actually experience each skill instead of simply reading about it. With that in mind, the solution I devised is a scenario-based eLearning experience that incorporates box-breathing, a grounding exercise, and mental reframing, with the learners actively engaging in each skill so as to engage them through the lesson.
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Computer displaying "Earn the 5-Star" eLearning program.

My Process

In order to plan and create an effective learning experience, I utilized the ADDIE model of instructional design. In a peer-reviewed setting, I engaged in an ongoing process of analysis, iteration, feedback, and testing. Utilizing an action map, storyboarding, visual mockups and developing an interactive model (followed by the full project), I created a solution that would meet the needs of the learners. Throughout the process, I collected user feedback from testing that allowed me to continue to refine and iterate until arriving at a solution where all parties were happy with the result.

Action Map

For this project, I worked with a Subject Matter Expert (SME) for the call center aspects of this project, as well as acting as my own SME for the mental health aspects of this project. We worked together to develop an action map that would identify Key Performance Indicators (KPI) that could be used to identify if a learner was engaging in the mental health actions needed to remain calm in a stressful situation.
Action Map for "Earn the 5-Star"
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One of the difficulties we encountered was that some of the tasks were inherently “internal” and thus proved difficult to identify if they were being used correctly. By incorporating external signs that could be easily observed into each skill, we created an action map that was succinct and quantifiable.

Text-Based Storyboard

Once observable actions had been identified for each of the three skills, I wrote a text-based storyboard to create a series of choices and consequences. As the learner goes through the scenario, they are presented with a correct choice and two distractors. 
Storyboard for "Earn the 5-Star" p. 1Storyboard for "Earn the 5-Star" p.2
When the user chooses the correct action, they are guided through an observable “practice round” of the skill, and are rewarded with a positive consequence. Just as importantly, if the user chooses an incorrect action they will see a real-life consequence that is tailored to the severity of the action, after which they are then able to try again. With every question, a mentor character is available to give information regarding the specific skill and why it is needed. By having the mentor character be something they can easily access, but are not required to use, it gives the learner the ability to choose when they receive information and to bypass it if they already know the needed information (Mayer’s Active-Processing Assumption).

Utilizing a storyboard allowed me to create an experience that was authentic, while also maximizing the efficient use of time in the construction of the project. 

Visual Mockups

After receiving approval for my text-based storyboard, I began the visual design process by creating a mood board and a style guide for consistency. Using Figma, I also created high-fidelity mockups of my project.

I utilized Midjourney AI to create a series of backgrounds for the project. The realism of the scenario was extremely important so, in an effort to create as realistic a scenario as possible, I also used Midjourney to create life-like characters for the story. I used Adobe Photoshop to edit the pictures generated by Midjourney, and to create slides without the characters when needed for the flow of the story.
Style Guide for "Earn the 5-Star"
I also utilized Adobe After Effects to create a breathing circle for the box-breathing section of the project. Creating a visual aid that would both instruct the learner, as well as help with pacing, was essential to the project being effective. My background in video editing made this aspect simple to create.

The high-fidelity mockups allowed me to create the layout for each slide, as well as iterate through button and text box design and placement. Everything about this project was custom-built, as I feel strongly that customizing each project for every client is of the utmost importance.

Interactive Prototype

When creating a project, utilizing a prototype for gathering feedback and fast iteration is important. This allows the client to experience the first scenario of the project and allows me to evaluate the effectiveness and functionality of the project. By fine-tuning the prototype, built with Articulate Storyline 360, it allows me to incorporate client feedback into the project while maximizing efficiency.

After several rounds of feedback and user testing, I refined the style and placement for each slide type (Mayer’s Spatial Contiguity Principle), iterated through color palette and background opacity choices to reduce the visual load for learners, and ensured visual continuity through the project.

Full Development

At this point the rest of the project was smooth and easy. Putting together all of the elements into Articulate Storyline 360 pushed me to a place of growth and learning which was very fulfilling. Using the feedback gained through the Interactive Prototype I included states, layers, and triggers to complete the remainder of the project.

Results and Takeaways

With this project completed, I feel that I have gained a much deeper understanding of how to create a project that will engage learners and avoid the feeling of “just one more eLearning program”. I learned how to combine previous knowledge about adult learning and video editing with ADDIE, Mayer’s Design Principles, and eLearning skill sets. I understand the importance of an action map, and how utilizing a storyboard, visual mockups, and an interactive prototype can help a client receive a project that is tailored to what they want in the fastest, most efficient way possible.I am excited to utilize my diverse background to create effective and engaging learning experiences that help organizations and individuals navigate through change.
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