Product Performance Issues

Sometimes customer service agents receive phone calls about a problem with the company’s products. These incidents may be about an injury, product damage, or other concerns. For this course, I created an e-learning to train agents how to recognize and identify PPI incidents.

Information & Context

Used layers and interactive elements to increase engagement in the learner’s attention.

Demonstration

In the demonstration, the learner walks through what a typical conversation looks like for this incident. The learner is already equipped with handling conversations with the consumer and working incidents in the tools.

Sorting Activity

In this practice activity, the learner needs to categorize several incidents into the following: Property Damage, Personal Injury, Substance or Material Concerns, Other PPI, or Not PPI.

About the Project

To train agents on how to identify Product Performance Issues.

My Role: Instructional Designer

Tools Used: Articulate Storyline