Overview
This project is a scenario-based customer service training created for frontline customer service representatives. The goal is to help staff improve outcomes when working with frustrated customers, specifically via emails and phone calls. 
Responsibilities: Instructional Design, Visual Design, Animation, E-Learning Development
Tools Used: MindMeister, Adobe Illustrator, Camtasia, Articulate Storyline
Action Map
After working with the subject matter expert to identify the overarching business goal, I utilized MindMeister to develop a visual action map. Following identification of the business goal, we defined specific behaviors that supported the business goal which were then further broken down into the core information that would guide the creation of learning activities.
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