Scenario-Based Learning
This project is a scenario-based learning experience that guides homeowners through three key steps in the insurance process to repair their roofs after a severe weather event.
Audience: Homeowners who do not have experience with the insurance process required for house repairs
Responsibilities: Instructional design, eLearning development, Graphic Design, Action Mapping, Storyboarding, Scripting, Prototyping, Video Creation, Character Animation
Tools Used: Articulate Storyline 360, Vyond, Figma, Mindmeister, Pixabay
The Problem & Solution
The client, a construction firm specializing in roofing and insulation, identified a significant bottleneck in their sales process. Prospective customers were hesitant to proceed with repairs due to the complexities of the insurance claims process.
A formal assessment confirmed that this knowledge gap was a primary barrier to client commitment. To address this, two primary delivery methods were evaluated:
Instructor-Led Training (ILT): Upskilling on-site personnel to provide 1-on-1 customer education.
Web-Based Training (WBT): A self-paced digital resource for direct customer use.
Ultimately, the WBT was selected as the most effective intervention. This modality ensures a standardized message while providing the scalability and accessibility required to reach a broad customer base without increasing the operational demand on field staff.
The Process
The project utilized the ADDIE framework with an iterative design approach to ensure the final deliverable met all established learning objectives. The process initiated with Subject Matter Expert (SME) consultations to distill complex insurance regulations into accessible, customer-facing content.
I then transitioned into design and development, producing wireframes and high-fidelity mockups to define the user interface and interactive flow. Prior to release, the prototype underwent user testing with a representative pilot group. Feedback from this stage led to user-informed refinements, ensuring the final product effectively addressed the identified knowledge barriers.
Analysis and Action Mapping
Preparation for the project involved a review of the company's existing documentation and published technical content. This research informed a structured interview process with the SME, ensuring the consultations were targeted and efficient.
The collaboration focused on action mapping to identify the specific steps required for customers to navigate the insurance process. This analysis resulted in the definition of three high-priority actions and supporting sub-tasks. These identified behaviors provided the framework for the instructional content, ensuring the learning experience remained focused on practical application.
Design Strategy and Storyboarding
To facilitate this experience, the storyboard integrated several key instructional elements:
Scaffolding and Mentorship: A mentor character was introduced to provide on-demand guidance, serving as a strategic scaffold. This creates a continuous feedback loop, allowing learners to validate their understanding of complex concepts in real time.
Narrative and Dialogue: Content was delivered through character dialogue and storytelling to increase engagement and provide context to the technical insurance requirements.
Gamification and Progress Tracking: Mechanics were included to track learner progress, providing immediate reinforcement for correct applications of the content.
Consequence-Based Approach: The script outlined specific outcomes for each decision point. By demonstrating the impact of both correct and incorrect choices, the module illustrates the consequences of decisions made during the insurance process.
Visual Design
Following the storyboard's completion, the project moved into visual development. The initial phase involved establishing a comprehensive style guide, which defined the typography, color palette, and user interface (UI)components. The style guide included button states, text containers, and character assets, to ensure brand consistency throughout the module.
The layout was then developed through an iterative wireframing process. These low-fidelity blueprints allowed for the testing of spatial relationships and content hierarchy on each screen. This phase concluded with the production of high-fidelity visual mockups, which served as the final aesthetic and functional template for the development phase.
Prototyping and Functional Testing
Following the visual design phase, an interactive prototype was developed to validate the core functionality and user interface. This focused on a specific three-slide sequence that established the primary programming logic and layout structures intended for the full module.
The prototype underwent usability testing with peers and individuals representing the target demographic. This phase provided critical feedback on the interaction design and navigation. The resulting iterative refinements ensured a stable functional foundation, enabling the rapid development and deployment of the remaining project content.
Full Development
The final phase focused on the technical assembly of the learning assets and the deployment of the interactive framework.
Asset Production: I utilized Vyond to develop custom animations that serve as the narrative core of the experience. These assets were designed to synchronize with the text-based script, ensuring the visual storytelling remained the primary driver of the content.
Functional Logic: The development process involved programming the reactive feedback loops and the on-demand mentor interface. By mapping these interactions to the "Road to Roof Repair" progress tracker, the module provides a seamless connection between learner performance and visual milestones.
Environmental Considerations: To ensure the module remained accessible across various user environments, I opted for a text-driven narrative over full audio. This was supplemented with synchronized sound effects to provide sensory cues, a feature that was validated for its effectiveness during final testing.
Project Evaluation
Post-implementation interviews indicated that the narrative-driven approach was highly effective, with learners noting the logical progression of content. Feedback regarding functionality was positive; however, one area for refinement was identified in the instructional clarity of the assessment slides. To improve clarity, I updated the instructions to ensure learners understood that each scenario required selecting the single correct course of action.
The success of this project validated the effectiveness of combining a structured ADDIE framework with iterative development. This approach provided the flexibility to incorporate user-informed refinements while maintaining a clear trajectory toward the established learning objectives.