Case Study #4: eLearning Course Design 

Title:
Customer Service Excellence Training (eLearning Module) 

Overview:
Designed an interactive eLearning module focused on improving customer service communication and empathy skills. Problem:
Customer service teams often struggle with handling difficult conversations and building trust with customers. 

About This Project


Solution:
Developed a scenario-based course using instructional design principles (ADDIE + adult learning theory) to teach empathy, active listening, and problem-solving. 

What I Did:
✔ Created learning objectives and storyboard
✔ Designed interactive scenarios (branching/gated)
✔ Developed content using Articulate/Canva
✔ Applied engagement strategies and real-world examples

Tools: Articulate Storyline / Rise, Canva, PowerPoint

Results (or Expected Impact):
✔ Improved learner engagement
✔ Practical, real-world application
✔ Clear skill-building outcomes