Project Overview

• Primary Instructional Goal: Learners will be able to help customers using appropriate customer service techniques.

• Learner Population: Newly hired customer service agents at ABC Widgets

• Content: A simulated interaction between a customer service representative and a customer, focusing on the application of appropriate service techniques (based on a Tim Slade workshop)

• Instructional Strategy: Branching scenario featuring intrinsic and corrective feedback

• Modality: eLearning

• Tools: Articulate Storyline 3, Microsoft PowerPoint, Miro

• Skills: Instructional Design, eLearning Development, Storyboarding, Graphic Design

This project, "Can You Help This Customer?", showcases my eLearning development skills using Microsoft PowerPoint and Articulate Storyline 3. While the decision points within the scenario (adapted from a Tim Slade workshop) are intentionally basic, this project's ultimate goal is to effectively illustrate key aspects of eLearning development, including the process of storyboarding, creating graphic design assets, prototyping, and full development.

Creating a branching scenario involves methodically mapping out decision points and their outcomes. Miro boards are ideal for this process, allowing easy arrangement and rearrangement of elements to match the non-linear nature of branching scenarios. 

I placed each decision point in a separate container. Each container also features "correct" and "incorrect" options, represented by color-coded sticky notes, with corrective feedback provided for each choice the learner makes. Lines connect each container, showing the decision flow. When the learner encounters a decision point, the scenario advances based on the natural consequences of their choices. This approach enables users to make mistakes and see the connection between actions and real-world outcomes, enhancing learning and personalizing the experience.

Using Miro boards help create a clear, logical progression through branching scenarios, making it easier to refine and adjust as needed while providing an at-a-glance overview of the entire eLearning experience.

Creating Graphic Design Assets

I designed the branching scenario's layout in PowerPoint, creating a Master Slide with rounded rectangles for a simple, two-tone background. At the base of each slide, a charcoal-gray rounded rectangle provides space for the learner's options and corrective feedback, while visually adding contrast to the lighter tones. Sketched outlines on each of these background elements achieve a hand-drawn aesthetic.

For character creation, I leveraged PowerPoint's "Cartoon People" stock images. I combined different heads, bodies, and faces to customize my characters, complementing them with Cavolini font labels. These graphic design decisions were aimed to give the scenario a unique, cohesive, polished, and appealing look.

Prototyping

I used PowerPoint to create a functional prototype, allowing me to develop fairly quickly and without getting bogged down in the details inherent in more advanced authoring tools. 

I used individual text boxes for the lines of dialogue, the learner's options, and the corrective feedback, stacking them on top of one another. Each text box has entry and exit animations, click triggers for each animation, and custom timing for each trigger. Additionally, a "Keep Going" arrow has its own custom entry animation, which is triggered by and appears simultaneously with the corrective feedback. 

There are obvious benefits to building functional prototypes with PowerPoint. First, a thorough understanding of PowerPoint provides a solid foundation for understanding many features in Storyline. Second, PowerPoint enables rapid prototyping, allowing for quick iterations and adjustments to design before finalizing development in more advanced authoring tools.

Full Storyline Development

After storyboarding the scenario, creating the graphic design assets, and prototyping, I was ready for full development in Storyline 3. 

I created a Master Slide to serve as a basic template for each decision point screen, maximizing development efficiency. Each of the learner's options features a hover state to indicate interactivity when the learner moves their mouse over them. The "Keep Going" arrow also has a hover state, prompting the learner to proceed through the scenario. 

I created slide layers for feedback based on whether the learner chose a "correct" or "incorrect" option at each decision point. The customer's expression changes according to the learner's choices, achieved through custom entry and exit animations.

To differentiate from the decision point screens, I also used slide layers to create visually distinct starting and final outcome screens. The most challenging aspect of development was creating a cascading effect for all the entry and exit animations featured across these layers. This was accomplished by precisely controlling the duration and timing of each element using Storyline's timeline, iterating until the animations were smooth and fully coordinated.

Reflection

Reflecting on this project, three key insights stand out. First, I've come to appreciate the crucial role of graphic design in eLearning. Aesthetically pleasing graphics can enhance eLearning because visually appealing content helps engage learners. Second, this project underscored the importance of the design phase. Detailed planning, including storyboarding in Miro and prototyping in PowerPoint, proved essential in streamlining the development process in Storyline and optimizing efficiency. Third, learning how to develop eLearning  for this project highlights the importance of building tangible skills for a career in instructional design.

This project marks a milestone in my journey as an instructional designer, particularly in developing a practical skillset. While I've made considerable progress, I recognize that this is just the beginning. I'm excited to continue honing these tangible skills in future projects, pushing the boundaries of what I can create in eLearning environments. This experience has ignited a passion for continuous improvement in my work, and I look forward to each opportunity to refine my abilities, expand my technical expertise, and embrace more advanced technology.