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Card Scenarios

I transformed a traditional, lecture style training session on credit card issues into an interactive, self-paced eLearning experience. Previously, frontline staff relied on on-the-spot problem-solving with limited guidance, often feeling unprepared for member inquiries. To address this, I developed a dynamic course using animated videos and scenario-driven questions that immerse learners in real-world situations, such as forgetting a card PIN or handling credit card rewards concerns. This approach not only enhances staff confidence and competence but also ensures consistent, high-quality member service across the board.

Responsibilities: Instructional Design, Graphic Design, eLearning Development

Tools Used: Articulate Storyline, Canva, Google Doc, Lucid Chart, Eleven Labs

Goals:

  • Equip frontline staff with practical, scenario-based training to improve their ability to resolve common credit card issues effectively.

  • Use interactive, animated scenarios to create an immersive learning experience that keeps learners actively involved.

  • Shift from traditional, reactive training sessions to a self-paced eLearning module that allows staff to learn at their own convenience.

THESE ARE PREVIEWS OF THE OTHER SCENARIO SCENES IN THIS COURSE.

The ADDIE Process

Analysis

During the analysis phase, I identified key challenges in 3 ways:

JIRA Ticket

The journey began with a Jira ticket from the Payments Manager, who had a concept but needed clearer objectives and content.

Deep Dive Meetings

I scheduled a follow-up meeting with a key representative from the Payments Department to uncover the most frequent questions frontline staff receive. This meeting highlighted specific actions staff can take to solve these issues independently.

Cross-Department Collaboration

To ensure comprehensive coverage, I also consulted with the Contact Center Manager, who shared a document detailing her team's challenges, particularly focusing on software-related questions.

Design

Real-World Scenarios: I designed the course around four realistic card scenarios:

  • Forgetting a Card PIN

  • Lost Business Card

  • Credit Card Rewards Points Concerns

  • Missed Credit Card Payment (Waiving a Late Fee)

Interactive Learning Journey:

  • Engaging Videos: Each scenario is brought to life with animated videos, where learners witness member interactions.

  • Pause & Reflect: After key moments, the video pauses, prompting the learner to answer scenario-based questions before progressing. This active participation ensures deeper comprehension and retention.

User-Centric Navigation:

  • Intuitive Flow: The course is designed with a clear, user-friendly interface that guides learners seamlessly from one scenario to the next, with visual cues and easy-to-follow instructions.

Content Creation:

  • Custom Scripts & Curriculum: I meticulously drafted all scripts and the written curriculum, ensuring each scenario was realistic and aligned with the learning objectives.

  • Seamless Integration: The course's interactive elements were carefully woven into the storyline, creating a cohesive learning experience.

Development

Using Articulate Storyline, I developed the elearning:

Visual & Functional Design:

  • Responsive Design: The course is optimized for various devices and includes Storyline scenes, triggers, layers, and object states.

  • Visual Consistency: A consistent color palette, typography, and iconography were used throughout to enhance the visual appeal and maintain brand alignment.

Implementation

Smooth Rollout: The course was implemented on the organization’s learning platform, ensuring easy access for all frontline staff.

  • Tracking Progress: Learners’ progress is tracked, with dashboards providing insights into completion rates and assessment scores.

Support & Resources:

  • Guided Assistance: Embedded tips and resources are available throughout the course, offering additional support and clarifications where needed.

Based on the feedback, I made minor adjustments to enhance clarity and navigation. The final version was then integrated into the LMS.

Evaluation

  • Learner Feedback: After deployment, I gathered feedback from participants to evaluate the course’s effectiveness.

  • Data-Driven Adjustments: Based on performance data and feedback, I made targeted improvements to enhance the course’s impact and usability.

Conclusion

This eLearning course on card scenarios is not just a training tool but a strategic solution that equips frontline staff with the confidence and competence to address member inquiries effectively. By leveraging the ADDIE model and focusing on user experience, I’ve created a course that is as visually appealing as it is educationally sound.