Case Study

Executive summary

This branched scenario uses a mobile-first design and short, decision-driven interactions to deliver customer service training that fits how young retail employees actually work: on the floor, on a phone, with little time to spare. Click here to see it in action.

Challenge

I created this piece as a challenge to myself in designing a branching scenario: could I create a course for seasonal retail employees at a franchised Halloween store with minimal customer service training? The employees came from a range of cultural backgrounds, were mostly 18 to 30 years old, and had limited retail experience.

Solution Criteria

The project had to be:

• Usable across multiple franchise locations

• Deployable without an LMS

• Engaging for a young, fast-moving retail audience with limited time and attention

selected criterion

I built a branched scenario in Storyline 360 around a common real-world moment: handling a product return in line with store policy. Learners make decisions and see the consequences play out, which keeps the training grounded in judgment rather than passive clicking. For a fresh take on the Halloween brief, I used a witchy theme with a custom color palette and vector art from Freepik. The course was designed mobile-first so it works on the devices employees already carry. While xAPI wasn't built into this prototype, the course is structured to send statements to a free LRS, so it can run without an LMS.