My Design Process

Responding To An Angry Customer

Analysis

I start with a needs analysis to uncover the root cause of the issue and identify the most effective training solution. This is discussed in a kickoff meeting with stakeholders.

Design & Develop

I create a design document with course goals and topics, followed by a detailed storyboard to align with stakeholders and emphasize real-world scenarios. I then develop the course using the storyboard and refine it through feedback cycles.

Implement

The course is rolled out to employees using the company’s learning management system (LMS) or another platform. I ensure all technical aspects are functioning properly and provide any necessary support to facilitate a smooth launch.

Evaluate

I measure learning outcomes with assessments (Kirkpatrick Levels 2 and 3) and track on-the-job behavior changes to confirm effectiveness.

Initial Design

The initial design of this project started as a rough outline, which I created in Mural. Because I wanted to visualize the flow of the total learner experience and make sure that each of the terminal learning objectives aligned with the planned course activities.

Design Doc

After creating a high-level outline in Mural, I transitioned into drafting a written design doc to outline the rest of the course, the agent / customer conversations, along with the scenario options and feedback.

Development

I chose Articulate Rise as the platform for this course because it’s device-responsive and ideal for creating single-page microlearning experiences. However, Rise can feel static, so I incorporated dynamic elements to enhance movement and interaction for the learner. I sourced, created, and edited all course graphics using Canva’s stock images and shapes. Leveraging Rise’s continuous scroll design, I aimed to make the course feel like a website by using color blocking to create visual appeal and guide learners' attention to key details.

Lessons Learned

One of the biggest hurdles with this course was figuring out how to add dynamic elements into Rise 360 without breaking up the smooth flow of the microlearning. It took some creativity and planning to make sure those features enhanced the experience rather than distracting from it.

Another tricky part was getting the sizing of Ms. Vicky, the training assistant, just right. Since the course needed to look great and work seamlessly on any device, all the content and images had to be responsive. That meant a lot of trial and error to make sure everything—from Ms. Vicky to the layouts—fit perfectly and stayed easy to view, no matter what screen size the learner used.

The Finished Project

VIEW THE FINISHED PROJECT

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