Branching videos for more-immersive scenarios
Deliverables
- 10 eLearning courses
- 4 Videos, 3 branching
- Job-aid resource
strategy
- Content strategy
- Program strategy
media
- Live action video
- Photography
design
- Art direction
- Course development
- Illustrations
- Instructional design
- Motion graphics
- UX/UI
engineering
- Custom HTML Branching interaction
Choose your own customer-service adventure
When we partnered with the University of Minnesota’s Tourism Center on a customer service training program, they had clear goals in mind: to address workforce challenges in their local customer service industry, and ultimately, help customer service professionals create better experiences for their customers. The program needed to be universally applicable (across customer service industries), realistic, and immersive. Despite the virtual, asynchronous format, learners needed to be able to practice and apply what they learned. It was a tall order.
Over the course of several months, we created a comprehensive 10-module program, covering foundational customer service topics, like inclusive service, effective communication, service recovery, and more. But these were no average Rise courses. Using the Mighty extension for Articulate Rise, we embedded custom interactive videos in the courses. These humorous, lighthearted videos featured custom HTML overlays that prompted learners to make decisions and choose their own adventure, allowing them to try out the best practices they learned and play out different scenarios. The prompts were appropriately challenging, which fostered critical thinking, captured learner interest, and helped to make the learning stick. Feedback would appear when relevant, to reinforce learning moments. And there was even a helpful mentor who would occasionally weigh in and help the learner when they got stuck.
Real-world content for at-home learning
While the videos were set in different customer service settings—like a state park and a coffee shop—the learning moments were universal (and fun!). But the immersion didn’t stop there. From the pro tips (dubbed “the tip jar”) to the examples in our knowledge checks, we wove in actual Minnesota locations/events and research-based best practices to ensure that learners were fully immersed in the real world of customer service from the comfort of their own devices.
Interested in exploring a few of these modules yourself? Select “Start” on the following video to experience our hospitality-based branching video.
Great work! Ready for a coffee break? Here’s the next best thing—put your customer-service skills to the test as a barista juggling a busy shift and an unsatisfied customer.
Finally, strap on your hiking boots and test your customer-service knowledge as a forest ranger helping park visitors make the most of their visit.
Training the next generation of crypto traders
We’re developing a first-of-its-kind learning experience that gives OKX’s new traders the confidence to succeed.Our experiential, consumer-grade crypto learning academy is designed to deliver a comprehensive introduction to crypto trading for OKX’s 20 million users.
Projects
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VetBloom A blockchain-based credentialing platform for veterinary specialties
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ACIST Medical Systems Lifelike 3D product training to guide service techs on the job
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Best Western Hotels & Resorts Helping transform brand culture with fresh, energizing ILT