LEARNING DESIGN CASE STUDY
Locating Lost or Delayed Orders
Turning a complex customer process into
realistic, scenario-based practise.
Contact Centre Staff
Audience:
Learning Designer & Developer
My Role:
Scenario-Based eLearning
Solution:
Articulate Storyline, Animaker, Adobe Illustrator, Murf
Tools:
THE CHALLENGE
Rising enquiries.
Lower satisfaction.
A surge in lost and delyaed parcel enquiries was contributing to poor customer experiences, longer call handling times and increased escalations.
Performance analysis identified gaps in questioning, empathy, de-escalation, CRM navigation and resolution accuracy.
THE SOLUTION
Real conversations.
Real decision-
I designed a scenario-based eLearning module within a sandbox CRM environment that placed agents in the hot seat of a realistic customer call from start to finish.
Learners had to make decisions, navigate customer information and respond to an upset customer, with feedback provided throughout.
THE RESULT
Greater confidence.
Better outcomes.
Improved CSAT - Customer satisfaction increased from 71% to 88%.
Fewer Escalations - Escalated enquiries reduced from 22% to 5%.
Stronger Capability - 54% in capability uplift, showing an increase in performance.
I followed a structured, learner-focused approach to ensure the solution was practical, engaging and aligned to real buisness needs.
From insight to impact
How I Designed It
ANALYSE
Reviewed performance data, customer feedback and stakeholder insights to identify the behaviours driving the performance gap.
DEVELOP
Built an interactive eLearning experience that recreated the customer conversation, CRM process and key decision points.
DESIGN
Mapped the required behaviours and designed realistic scenarios that targeted the identified capability gaps.
IMPLEMENT
Supported rollout with trainer resources and implementation planning to embed the learning into the workplace.
EVALUATE
Measured changes in customer satisfaction, escalations and capability to determine impact and identify further improvements.
Inside the Experience
Here are a few examples from the eLearning module, showing how learners explore scenarios, make decisions and recieve feedback.
A closer look
Course Introduction
Sets the context and learning goals.
Real-world context through animation
Recreates the high-impact environment the learner experiences each day.
Engaging interactions
Learners step into realistic customer calls.
System simulation
Learners navigate a realistic CRM environment with a simulated customer and scenario.
Problem solving
Learners analyse information, identify root causes, and deliver next best actions.
Animated and visual guidance
Provides the learner with instructions,
step-by-step support and key takeaways.
Decision making and feedback
Learners choose the best response and provided with immediate feedback.
Learning objectives
Objectives link current performance to desired outcomes, in an easier to understand manner.
Supporting documents
Behind the Design
Explore the project artefacts
