First Day on the Frontline: A Customer Service Adventure
This branching scenarios project showcases an interactive content experience related to customer service soft skills. The images are part of an eLearning project that utilizes genially.com, Adobe Photoshop, and Procreate to create an engaging 'Choose Your Adventure' experience for customer service training.
Project Info
Created by: Rhonda Watson | Completed: July 21, 2025
Embark on a unique learning journey with First Day on the Frontline, an immersive, scenario-based eLearning experience crafted specifically for Star Inc. customer service training. Learners step into the role of Claire, a frontline agent, and navigate through a branching call scenario with an irate customer whose star isn't shining. Through interactive decision points, this module cultivates essential soft skills—such as empathy, active listening, accountability, and solution-focused communication—while reinforcing first-contact resolution.
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Creative Process and Tools:
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Character Design: Illustrations and avatar work were created from scratch using Procreate, giving the interface a friendly, hand-crafted feel.
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Visual Styling: Final artwork was polished and composited in Adobe Photoshop, ensuring professional clarity and branding coherence.
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Interactive Development: The module was designed and published in Genially, leveraging its branching logic, animated feedback elements, and navigable layout to simulate real-life interaction scenarios for learners.
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This training experience delivers a learner-centered, emotionally intelligent approach to building customer service competency—perfect for digital onboarding, soft-skill reinforcement, or even microlearning snippets that keep agents engaged and prepared for real-world conversations.