LEARNING DESIGN CASE STUDY
AI Simulated Roleplays
Building capability through realistic practice,
personalised feedback and reflection.
Frontline Staff, Team Leaders, Management,
Audience:
Learning Designer & Developer
My Role:
AI Simulated Roleplay
Solution:
Showpad (AI), Articulate Storyline (CRM)
Tools:
THE CHALLENGE
More practice.
Greater readiness.
Traditional roleplays can limit how often learners get to practise and may feel uncomfortable when performed in front of peers.
The challenge was to create a safe, realistic way for learners to repeatedly practise customer conversations, apply processes and develop critical soft skills before interacting with real customers.
THE SOLUTION
Real conversations.
Instant feedback.
I designed an AI-simulated roleplay where learners interact with a dynamic customer while simultaneously navigating a simulated CRM.
The experience combines process application with empathy, active listening, questioning and de-escalation, followed by personalised coaching against defined performance behaviours.
THE RESULT
Building confidence
through practice.
Learners can practise independently, make mistakes safely and receive immediate, personalised feedback on their performance.
They can listen back, reflect on their coaching and retry the scenario, creating a continuous cycle of practice, feedback, reflection and improvement.
I designed the simulation around the behaviours learners need to demonstrate on the job, combining realistic conversation, process application and personalised coaching.
From practice to performance
How I Designed It
ANALYSE
Defined the capability gap and the workplace behaviours learners needed to practise, including process application, empathy, active listening and de-escalation.
DEVELOP
Developed the AI customer, scenario logic, simulated CRM and evaluation framework to recreate a realistic customer interaction.
DESIGN
Mapped the customer journey, expected call flow, emotional responses, decision points and performance behaviours that would shape the AI interaction.
IMPLEMENT
Designed the experience for independent practice, allowing learners to apply their skills safely without the pressure or limitations of peer roleplay.
EVALUATE
Aligned AI coaching and weighted scoring to observable performance behaviours, allowing learners to review feedback, reflect and retry until more confident.
