Boost Your Sales: Mastering Customer Interactions
Can you use empathy, communication, and problem-solving to increase customer satisfaction?
A scenario-based, gamified eLearning experience that helps auto insurance sales agents improve customer interactions in a realistic, risk-free environment.
Project Overview
Audience: Auto insurance sales agents
Tools Used: Articulate Storyline, Adobe Illustrator, Adobe XD, Canva, Freepik.com, Google Suite, AWS3
My Role: Instructional designer, visual designer, eLearning developer
I designed this concept project to simulate real-world customer interactions and train new insurance sales agents on key soft skills like empathy, communication, and problem-solving. The experience uses realistic dialogue, learner-driven decision-making, and a gamified satisfaction slider to deliver feedback and build confidence in a low-stakes setting.
The Problem
SafeDrive Auto Insurance, a fictional midsize provider, restructured its sales department, leading to a wave of new hires. These agents lacked formal customer service training, resulting in missed sales, unresolved issues, and lower customer satisfaction scores. This fictional scenario reflects common service challenges, leading to:
Long wait times
Frustrated, unassisted customers
Agents struggling with empathy and clarity
SafeDrive needed a scalable, engaging training solution to close the soft skill gap and reestablish customer trust.
The Solution
I proposed a scenario-based eLearning course that would:
Teach agents how to communicate effectively and respond empathetically
Simulate live customer interactions with branching paths and realistic outcomes
Use a customer satisfaction slider to visually show how choices affect success
Be flexible enough to complete remotely, with options to revisit content anytime
This solution focused on long-term skill growth and behavior change, not just knowledge recall.
My Design Process
Action Mapping & Storyboarding
I began with action mapping to define what agents must do, not just know. This helped anchor the course in behavior-based outcomes, like asking clarifying questions or offering solutions calmly.
From there, I created a text-based storyboard for a fictional customer service scenario. The learner steps into the shoes of an insurance agent and navigates customer needs through a branching dialogue. Each choice impacts the customer satisfaction slider, simulating emotional responses and modeling consequences in real time.
Action Map
Text-based Storyboard
Visual Design & Prototyping
I developed a visual identity using a custom style guide with cohesive color, font, and UI rules. I created a mood board, wireframes, and character illustrations using Adobe Illustrator and XD.
Key design elements included:
Modified character poses and facial expressions
Custom buttons and sliders
Realistic environments (e.g., desk, office, customer view)
Once visuals were ready, I created high-fidelity mockups and a full visual storyboard, then built an interactive prototype in Storyline 360. It featured advanced variables, triggers, layers, and conditional feedback.
Style Guide
Mood Board
Main Slide Background
Office background
Mockup 1- Office
Mockup 2- Office
Mockup 1 - Characters at table
Mockup 2 - Characters at table
Visual Storyboard
Interactive prototype- Question 1
Interactive prototype- Question 1 correct response
Interactive prototype- Question 1 incorrect response
Interactive prototype- Final screen (motion path)
Full Development
With the interactive prototype complete, I moved into full development. This phase involved refining the slide content, polishing transitions, and ensuring the learning flow felt natural and engaging. I programmed object states, feedback layers, motion animations, and condition-based triggers to give learners a smooth, polished experience.
Each question slide included:
A clear prompt based on the evolving customer scenario
Branching choices with “try again” screens for incorrect responses
A helpful pop-up with price point info to simulate on-the-job decision making
The result was a cohesive, immersive simulation built entirely in Articulate Storyline.
Full development- Question 1
Full development- Question 1 correct response
Full development- Question 1 incorrect response
Full development- Final slide
Results & Takeaways
Although this was a concept project, it helped me strengthen my ability to create immersive, scenario-based learning with real-world relevance. I focused heavily on instructional strategy, usability, and emotional engagement.
Key takeaways: The customer satisfaction slider was a powerful gamification element that gave learners visible, real-time feedback. “Try again” screens provided safe spaces to reflect, rethink, and retry. A detailed visual design process made development smoother and more consistent. A solid plan upfront saves time in the build phase.
[Insert screenshot: final "you passed" or celebratory screen if applicable]
What I’d Improve With More Time
This project taught me a lot — but like any design process, I walked away with ideas for improvement:
Reduce on-screen text and increase font size for better readability
Add audio narration (text-to-speech for customer voice + ambient sound)
Expand scenario branches to include more dialogue options
Introduce additional sales strategies to complement the soft skills focus