Interactive Troubleshooting: Scenario-Based Learning Systems
I architected a high-fidelity, scenario-based eLearning module designed to empower customer support associates with rapid, confident resolution strategies. I engineered a dynamic learning environment featuring branching decision paths and app simulations that replicate real-world technical hurdles. By synthesizing complex troubleshooting protocols into a streamlined, performance-based interface, I developed a training ecosystem that directly improves first-call resolution metrics and efficiency.
Role: Instructional Design, eLearning Development, UX/UI Design & Art Direction Tools: Articulate Storyline 360, Adobe Illustrator, Photoshop
