This is the storyboard for Improving Customer Satisfaction, an interactive training module created using Articulate Storyline for employees to learn about different ways to improve customer satisfaction. It was created to plan and design a scenario-based learning experience that includes scenarios, each with a correct choice and a distractor. After defining the overall goal of the project with an action map, I created the storyboard, where I planned and outlined every aspect of the module, from the color scheme used to the text. Once the storyboard was completed, I developed the project using Articulate Storyline.

Tools Used:

Microsoft Word

The visual storyboard includes basic information about the layout of the project, such as the font and the color scheme used, the button states, and the player settings. It also lists every slide in complete detail, along with the title of the slide, images and text used, buttons included and what each button does, notes for the developer, and detailed notes on animations used. In the case where different layers are used, the information provided is organized by layer, including images of each layer used. To view the entire storyboard in PDF format, click the View Storyboard button above.

The problem that this training module sets out to solve is that of customer satisfaction. Specifically, the goal is to improve customer satisfaction. As the ultimate goal of the module is to improve customer satisfaction, it is in the center of the action map and branches out to the actions that the users of this module (i.e., employees) need to perform in order to reach the goal. There are different actions that employees can take to improve customer satisfaction (personalize interactions, encourage feedback, maintain etiquette), each with their own set of examples and an interactive scenario that plays out in a situation illustrating each of these. This way of modeling this training module allows the content and interactions in the slides to clearly and directly relate back to the primary goal.

The development of this non-linear training module in Articulate Storyline makes an extensive use of layers, triggers, and animations in order to create a more engaging user experience. This is especially the case in the main content of the module, i.e., the presented actions and the real-life scenarios between a customer and a salesperson.

An example of this can be seen in the scenario created to encourage customer feedback (see images below). At first glance from the Base Layer (Feedback Scenario), it may seem as though the text is jumbled on top of each other ("Customer" and "Customer Service Representative"). However, upon closer inspection of the timeline, you can see that every element in the layer is animated in and out at precisely the right moment, so that when the actual slide is seen in real time, everything is animated in and out seamlessly.

Since I wanted to create a more engaging user experience without interrupting the flow of the content by having to go to a separate slide, I wanted the transition to the feedback ("correct" or "incorrect") to happen on the same slide. To do this, I created both a Correct Layer and an Incorrect Layer. I added triggers on both the correct and incorrect responses (as well as on their corresponding rectangular shapes), and set the triggers up so that if the learner clicks on the correct text (or shape), the Correct Layer is shown. Likewise, if the learner clicks on the incorrect text (or shape), the Incorrect Layer is shown. To complete the user experience, I added fade in effects to different elements in the Correct/Incorrect Layers (e.g., text, icon, buttons), so that they fade in nicely when the layers are shown.