Portfolio

Mental Health Crisis Call De-Escalation

This is a scenario-based eLearning project designed for call center agents at a government tax agency.

Experience the Project

Overview

I developed this comprehensive eLearning course to train call center agents at a government tax agency in effectively handling suicide and self-harm calls. This course addresses the increasing frequency of these challenging situations within the call center, aiming to equip employees with essential skills to provide support and potentially save lives.

Audience: Call center agents at government tax agency

Responsibilities: Instructional Design, eLearning Development, Graphic Design, Visual Design, Storyboarding

Tools Used: Articulate Storyline, Adobe Illustrator, Google Jamboard, Google Docs

Process & Analysis

The development of the "Self-Harm Crisis Call De-Escalation" course followed the ADDIE process, beginning with an analysis phase. I first consulted with Subject Matter Experts (SMEs) at the tax agency to identify learning gaps and objectives. This phase involved gathering insights into the challenges call center employees faced when handling such calls. Next, I created an action map to outline the steps needed to address the problem effectively. I then storyboarded the course content using Google Docs and Articulate Storyline. This phase focused on mapping out the course structure, and designing interactive elements and scenarios to engage learners.

Design & Action Map

An action map was created to outline the steps needed to address the problem effectively. This included defining the target audience, desired outcomes, and specific actions required to achieve those outcomes. It also included mapping out the content and activities needed for each step of the course.

Storyboarding

Using the information gathered from the analysis phase and the action map, a detailed storyboard was developed to outline the structure, content, and interactions of the eLearning course. This included scenarios, learning activities, assessments, and multimedia elements.

Course outline is drafted in Google Jamboard and then developed in Articulate Storyline

Example Storyboard Frame

Articulate Storyline: Story View Course Breakdown

Development

Using Articulate Storyline as my authoring tool, the storyboard was then implemented to develop the finished course. This involved creating interactive elements, animations, quizzes, and simulations to bring the course to life.

This included programming various interactive elements such as an interactive menu for easy navigation, click-to-reveal and tab interactions to present content in an engaging manner, and scenario-based learning questions to simulate realistic call center scenarios.

Additionally, visual and graphic design elements were incorporated to enhance the overall user experience. Graphical elements, including icons and illustrations were created using Adobe Illustrator to ensure they aligned with the course's visual theme and effectively conveyed key concepts.

By leveraging these tools and techniques, the development stage aimed to create an immersive and effective learning experience for call center employees, equipping them with the skills needed to handle sensitive calls with professionalism and compassion.

Harnessing Renewables

An eLearning course on renewable energy procurement, developed to empower learners to make informed decisions in the energy sector.

Experience the Project

Overview

This course was developed for a renewable energy non-profit, designed to provide learners with essential knowledge and skills in renewable energy procurement. This is an introductory eLearning course for professionals aiming to enhance their expertise in renewable energy and sustainability.

Responsibilities: Instructional Design, eLearning Development, Graphic Design, Scenario-Based Learning

Tools Used: Articulate RISE 360, Adobe Illustrator, Google Docs

Analysis

In consultation with Subject Matter Experts, I identified the learning needs and goals for the course on renewable energy procurement. This involved understanding the target audience and the skills they need to acquire.

Needs Assessments: Evaluating the knowledge gaps and learning requirements related to renewable energy procurement.

Define Learning Objectives: Establishing clear objectives such as understanding the electricity grid, calculating capacity factors, and applying these strategies to real-world scenarios.

Analyzing Existing Resources: Reviewing available materials and tools to integrate into the course.

Design

I planned the structure and content of the course, incorporating scenario-based learning to enhance practical applications.

Developing Course Structure: Outlined the course modules, including an introduction to renewable energy procurement, procurement strategies, and scenario-based learning.

Creating Scenarios: Design realistic scenarios where learners calculate capacity factors for various power generating facilities. These scenarios should reflect real-world challenges and decision-making processes.

Designing Interactive Elements: Incorporate multimedia, interactive simulations, and problem-solving activities related to capacity factor calculations.

Planning Assessments: Develop formative and summative assessments that test learners’ ability to apply concepts and solve scenarios accurately.

Development

I created and assembled the course materials, including interactive scenarios and assessments using Articulate RISE 360.

Developing Course Content: Created engaging content based on the designed structure, including text, images, and multimedia resources.

Building Scenarios: Within Articulate Rise 360, I was able to develop interactive scenarios where learners practice calculating capacity factors for different power generating facilities.

Integrating Assessments: I Implemented quizzes, interactive exercises, and scenario-based assessments to evaluate learner progress and understanding.

Using Articualte RISE 360, I was able do develop branching scenario scenarios for determining capacity factors at different power generating facilities. One of these scenarios is mapped below:

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