Scenario-Based eLearning: Credit Union Customer Service
The Project
Client: Cy-Fair Federal Credit Union
Goal: The client wanted to extend their training for new employees to equip them to better handle members who are angry regarding overdraft fees.
Tools: Articulate Storyline, Audacity, PowerPoint, Canva, Miro
The Process
Discovery Meeting
Through the discovery process and needs analysis, we discovered they needed to improve their onboarding training because employees needed to be better equipped to handle angry members. This course uses scenarios to guide learners in activating their prior knowledge, observing a demonstration of an employee successfully navigating a situation with a disgruntled customer, applying what they have learned to a similar situation, and finally integrating their knowledge into a new situation. The amount of information and guidance is gradually decreased as the learner navigates the course, helping to increase their independence and reveal remaining learning gaps. Data will be gathered from open responses so the training coordinator can see what the learner’s thought process is, and to protect against the learner simply repeatedly guessing at multiple choice answers until the correct answer is identified, which has been a problem in previous online training.
Storyboard & Mock-Up
The client wanted a more fun-loving feel with characters that resembled them and the avatars used in their email. They did not want a long assessment at the end and expressed frustration with previous online training where employees guessed on multiple-choice questions until they got it right.
The Result
The project has recently been completed. Feedback will be coming soon.