Storyline Simulation
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Project Overview
RESPONSIBILITIES
Instructional Design, eLearning Development, Visual Design, Custom Graphics, Storyboarding, and Prototyping
AUDIENCE
Company-Wide Call Center with Approximately 700 Trainees
TOOLS USED
Articulate Storyline 360, Adobe Illustrator, Premiere Pro, After Effects and Canva
We created this content for one of our clients, but with their approval, we removed any confidential information to demonstrate our skills. The issue we addressed is still the same, and so is our approach.
This course provides a unique opportunity for learners to experience a simulation of removing a member from a health policy. The simulation is designed to encourage active participation and learning by placing learners at the beginning of the process, requiring them to rely on hints and previous knowledge to successfully navigate the situation.
Design Strategy
Features
Our course is centered on simulation-based learning – an approach that allows learners to develop and improve their knowledge and skills in a practical and realistic setting. Rather than practicing in real-life situations, a simulated environment provides a safe space for learners to fail, learn from their mistakes, and master their skills.
Our design strategy involves iterative testing, which we believe is key to our success. We work with a focus group of real learners to receive feedback on our eLearning content and make necessary changes based on the results. During the last iteration, we discovered that many learners were unsure how to proceed after completing the course. To address this issue, we included a clear instruction at the end of the course that directs learners to return to the main page. This improvement was implemented based on feedback from a random sample of learners.
Solution
To enhance the learning experience, we developed an active simulation that builds on prior knowledge of the system. The simulation is an exact replica of the system used for removing a member. To immediately capture the learner's attention, we placed them directly into the first step of the process and allowed them to rely on previous knowledge and the system's labeling to determine the first step. Hints were provided to guide learners who may not have seen the system before.
Our training solution was a tremendous success. Prior, only 32% of learners were confident in completing a member removal, but after our training, that number skyrocketed to 91%. Notably, we achieved a 98% Net Promoter Score.
Client Problem
Our client encountered a significant pain point with member removal from their policies in their call center. Despite providing video walk-throughs and job aids to call center agents, both had a low impact on adaptability. Our analysis revealed that learners would passively engage with these deliveries, completing the course but retaining little information. Consequently, dissatisfied customers faced extra payments and missed national enrollment deadlines. On the business end, these errors resulted in low customer satisfaction ratings due to the additional leg work required. Most importantly, enrolling members when they were supposed to be removed could result in issues with claims and liability, translating to legal fees and negatively impacting the bottom line.
Our team designed a customized simulation system with scrolling screens and responsive click features. The simulation was so realistic that learners felt as if they were using their native system. To make the simulation more authentic, we excluded sound since the native system does not have any sound.
Click the button below to play a short demo!
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