Embedded Files
A Storyline 360 simulation that helps frontline staff respond with confidence and reduce complaint escalations.
Project Details
Project Details
Title: Effective Complaint Handling
Format: Interactive scenario-based eLearning module
Duration: Approximately 2 hours, self-paced
Target Audience: Front-line customer service staff in a quick-service environments
Role: Instructional designer, scriptwriter, storyboarder, and interaction designer
Tools Used: Articulate Storyline 360, PowerPoint, Amazon S3
Skills Applied:
Needs analysis and action mapping
Scenario writing and storyboarding
Interaction design and multimedia integration
Iterative review and refinement
Project Focus:
Guide staff through realistic complaint scenarios
Model calm, structured responses
Reinforce company tone and policy
The Design Process
The Design Process
The Challenge
The Challenge
Frontline staff often escalated issues due to low empathy, weak listening, and inconsistent resolution steps.
I reviewed customer service best practices and used SME input to shape realistic scenarios.
I built an action map that linked each activity to business goals, including fewer escalations and more consistent responses.
I then created a design document and storyboard to guide structure, branching, and feedback.
The Solution
The Solution
I structured the course as a branching scenario.
I used click to reveal empathy tasks to strengthen listening.
I added drag and drop steps to reinforce the process.
I placed feedback at each decision point to show why a choice worked or failed.
I included a completion certificate to recognise effort and skill growth.
Intended Outcomes
Intended Outcomes
Improve accuracy when recognising complaint types in practice.
Increase staff confidence when handling complaints.
Strengthen empathy and listening during customer interactions.
Reduce escalations in simulated complaint scenarios.
Improve consistency in how staff apply the resolution process.
Lessons Learned
Lessons Learned
Scenario based practice helped make abstract service principles easier to apply.
Clear feedback at each decision point strengthened understanding.
Repeated practice supported stronger confidence and consistency.
Simple interaction patterns kept the focus on skill application.
Finished Project
Finished Project
Deliverables included:
Action map and design document (PDF)
Interactive Storyline 360 prototype
Completion certificate
This project shows how scenario based training helps frontline staff practise complaint handling, build confidence, and apply structured responses on the job.
Page updated
Google Sites
Report abuse