Custom eLearning Design | Articulate Storyline 360 | Instructional Design and Scenario Development
Project: Effective Complaint Handling
Platform: Articulate Storyline 360
Role: Instructional Designer, Storyboarder, Scenario Developer
Duration: 2 hours (self-paced)
Audience: Customer service reps, frontline employees, managers
Impact Highlights
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Strengthened employees’ ability to recognize and resolve complaints professionally
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Increased use of active listening and empathy in customer interactions
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Reduced escalation rates in simulated role-play assessments
The Challenge
Organizations often struggle with resolving complaints effectively, leading to dissatisfaction, negative reviews, and lost business. Many frontline employees lacked:
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Skills to recognize and address complaints early
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Active listening and empathy techniques
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Structured resolution methods to prevent escalation
The Solution
Developed an interactive Storyline 360 course that:
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Used scenario-based learning with realistic case studies for decision-making
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Incorporated click-to-reveal interactions to maintain engagement
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Added drag-and-drop problem-solving to reinforce resolution steps
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Provided guided feedback loops for learner reflection and mastery
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Improved learner confidence in managing challenging customer situations
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Increased accuracy and consistency of responses in role-play scenarios
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Better application of structured complaint resolution techniques
The Results
The Design Process
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Needs Assessment – Identified service gaps, inconsistent responses, and escalation triggers
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Learning Objectives – Focused on defining complaints, applying empathy, and delivering consistent responses
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Storyboarding – Created detailed, text-based storyboards mapping real-world challenges into learning paths with scaffolded skill-building exercises