Minimize Negative
Customer Interactions

OVERVIEW

Digital Media Advisors at the library’s Tech Help Desk are great at solving customer’s tech needs. But before they have their first shift at the desk, they need a primer on the various interactions they'll face. Dealing with a variety of customers requires them to balance solving technical problems while accommodating different attitudes, backgrounds and timelines. Based on my own shifts working at this desk, this mock project seeks to give new Advisors the ability to experience several scenarios before they encounter the real thing.

DESIGN APPROACH

From the outset, I knew it needed to be an immersive experience. Rather than checking off a few boxes, the library was more concerned with advisors getting a visceral feel for different scenarios. This was about immersion and developing flexibility. They would have dedicated time in the back office for the training, so I started outlining a full desktop friendly experience.

PROCESS

Action Map - I worked with the SME to develop an action map of the various problems and situations an Advisor is likely to run into. From there, we narrowed it down to five of the most illustrative of a busy night at the desk.

Storyboard / Script - Next, I wrote the text-based storyboard. It was important to use natural, conversational language, relatable characters, and a script that drew the learner in from the start, showing them a busy night at the desk.

Prototypes - This included visual mockups of scenario UI, the animated scenes of the library, and the narration and sound design. The idea was to immerse the learner through an intro, with scenario prompts before each question. I included ambient library sounds to set the scene and aural feedback to round out the experience.

Development - Lastly, in Storyline, I pieced together the visual and audio assets, built interactions and tested to bring the final product together.