Restoring the Connection is a scenario-based eLearning module designed for Customer Support Agents in the telecoms industry, focused on handling customer connectivity issues effectively.
eLearning Developer
Instructional Designer
Articulate Storyline
Canva
ChatGPT
Customer Support Agents need to resolve technical issues while managing customer frustration, but training is often too theoretical and not applied to real conversations. The goal was to create a realistic, scenario-based experience that improves decision-making, communication, and problem resolution.
The visual identity of the module was crafted to feel professional and approachable.
Colour Palette
Typography
UI Components
An interactive, scenario-based learning experience that simulates real customer calls, helping agents build confidence and apply skills in a practical, low-risk environment. The design supports behaviour change by improving how agents handle customer interactions—encouraging clearer communication, more effective problem-solving, and reduced reliance on escalations.
