How I revamped the Call Center demo

This file, my first branching scenario, was created almost one year ago for the Weekly Challenge #47. Although I was happy with the result, with time I realised that having no audio, users were forced to focus on dialogs and characters expressions at the same time, overloading their visual channel. This condition is better known as The Redundancy Principle.

I decided to improve this scenario by applying Allen’s CCAF model:TouristOffice-BeforeAfter

The Context: Sara working at the Tourist Information Office of Barcelona

The Challenge: helping Sara by answering phone calls on her first day on the job.

The Activity: applying phone etiquettes and providing accurate information in different calls.

The Feedback: the learner receives instant feedback on every choice, and at the end the activity, a graded score and the tourist’ comment from the “Quality survey”.

Click on the image to launch the new version

What I decided to preserve:

  • The characters
  • The colour palette
  • The basic information about the tours in the city of Barcelona

What I modified:

  • The fonts
  • The layout: cleaner, more focused on the activity than on the character’s details and poses.

What I added:

  • Objectives and Guidelines for this Module
  • Custom navigation buttons and Menu
  • Three Number variables to track the learner’s progress

It is highly likely that when another year has passed, I’ll rework the demo again, but this is the best way to learn, don’t you think?

 

Learn how to build a custom navigation player in Storyline

Comic book: The Multimedia Design Dilemma

“E-Learning and the Science of Instruction” by Clark and Mayer, this book is essential reading for anyone wishing to design and develop multimedia content for e-Learning.

At the beginning of each chapter, the authors challenge the readers with a “Design Dilemma”, a scenario to introduce one of the principles explained in the book. In these scenarios, an eLearning team is committed to create an online course on Excel for Small Business. Every character, the VP, the Instructional Designer, the Graphic Designer, the Programmer, etc, they all have different views on how to design the multimedia content for the course.

At the end of each chapter and after the Principles are analyzed with evidence-based examples, the reader is taken back to the scenario where the dilemma is resolved.

Click on the image to view my comic book

multimediaDilemmaThe Idea

After reading the book, I wanted to write a post about the Multimedia Principles, but there are tons of articles and presentations about this, so I decided to turn the “design dilemmas” into a graphic story.

The Result

I was looking for illustrated characters and backgrounds for the story, when I came across with this cool and free Comic image collection. Using the source files, I could create different scenes; changing character’s dialogues and expressions. The characters fit perfectly into the story. I changed their names and made a slight variation of their choices.

In the book, the team is designing a course on Excel, but I replaced this with a course on Applied Optics.

Unfortunately, I don’t have enough time to finish the book: Multimedia, Modality and Redundancy Principles in this first printing. Wouldn’t be great to have the complete edition one day?

Check out more comic book examples in the Weekly Challenge #11

Branching scenario: What kind of Leader are you?

This time I decided to build my first branching scenario. Reading the posts of The Rapid elearning blog, I learned about the power of scenarios: this model allows learners to make decisions as in real world, each choice leads to a consequence and feedback, engaging  learners by pulling out the information they need.

The idea of Challenge number 23leaders-scenariowas to transform a static infographic about the leadership styles into a branching scenario. By having all the choices from the infographic; it was easier to assemble the slides and to create the flow.

I decided to use silhouettes in a dark red colour, to represent the leadership concept, and kept the same colour consistently thoughout all the scene for buttons and titles.  However, in the final slide, where the kind of leader is revealed, I wanted the user to understand there were different type of leaders, so I set up a True/Falsevariable for each leader, and added a final slide where the learner can compare the main values of each leader.leaders

Click on the image above to launch the questionnaire.

I had great time building this scenario, it was fun and I practised with variables and triggers. Using Illustrator, I vectorized the comic images, so they look more clean and the style match better with the silhouettes. I’m the Coach, what kind of leader are you?

Call Center training in e-Learning: the Tourist Office

Weekly Challenge #47 was about creating a Call Center interaction. In the same vein of previous participations, I designed a demo for Travel and Tourism training area.

As I’m planning to visit Barcelona next year, I thought it was a good opportunity to create the demo including information about the main touristic attractions. I imagined a Tourist Office scenario, where the tourist agent offers different guided tours. I found free images of two ladies talking by phone, cut them out; and played around with poses, combining expressions and dialogs in the timeline.

Click on the image, and answer the call!

Tourist_office

 

 

 

 

 

 

Resources used for this demo:

Images of Barcelona:

Guided tours mentioned in this demo, are based on Barcelona Turisme website, the official organization of tourist promotion of Barcelona.

This demo is also available  in Spanish