Client
Expedia Group
Audience
Customer Service Agents
Responsibilities
Led Game Design and Development
Tools Used
Articulate Storyline
Vyond/Adobe Premiere
Illustrator, Photoshop
ElevenLabs
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Overview
Expedia needed to train customer service agents to efficiently use Salesforce for handling common support requests. To achieve this, my team and I created an engaging, scenario-based eLearning game designed to simulate real-world interactions with Salesforce.
The Problem
Expedia was rolling out Salesforce to its customer service agents and needed a training solution to ensure agents could handle customer support efficiently. The business goals were to reduce average handling time and improve learner satisfaction—both critical for enhanced performance outcomes.
The Solution
To meet the business goals, I proposed a scenario-based eLearning game to provide agents with hands-on practice using Salesforce. We took this approach for the following reasons…
Research showed that Gen Z and Alpha agents responded well to gamified learning experiences, so I incorporated key gamification mechanics to maintain learner engagement.
Scenario-based training offered agents an immersive, risk-free environment to develop proficiency before live interactions.
Key Game Features
"Show Me, Try Me, Test Me" Approach: Simulations guided agents through observing, practicing, and demonstrating proficiency in customer interactions.
Gamification Mechanics: Progress tracking, life system, and engaging cutscenes kept agents motivated.
Personalized Learning: Learners’ names were integrated into the game, creating a customized experience. Additionally, the game featured adaptive remediation, based on learner input.
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Action Mapping
Using action mapping, I identified the most common customer scenarios agents would encounter and the actions they would need to take. This focus facilitated successful skill building.
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Prototype
Story: Introduction
I collaborated with my team to craft the story. Once the story was finalized, I used Vyond and Adobe Premiere to produce an engaging introduction video designed to capture learners' attention and motivate them to dive into the game. Video quality was ensured through a review in Adobe Frame.io with stakeholders.
The storyline centers on a customer service agent, overwhelmed by juggling multiple tools, who dreams of a seamless solution—Salesforce—that could solve all their challenges.
Click Play to watch the game introduction video.
Game Design Highlights
Click Play to view key highlights that went into the game.
Personalization
Learners entered their name, and throughout the training, customers referred to them by name, enhancing engagement.
Game Map
The interactive map provided a visual progression of levels, motivating learners with animations like a moving boat and gold stars marking completed levels.
Intro Video
Upon clicking the level button on the game map, a cutscene plays, introducing the customer and their issue.
Click Play to watch the introduction video for level 4.
Quest Objectives
The learner is presented with quest objectives and the reward they can earn upon completion.
Quest Menu
In the quest menu, the learner can choose "Show Me" to see how to assist the customer.
Show Me
During "Show Me," the support character acts as a trainer, using AI voiceover to guide the learner step-by-step.
Learners receive text instructions and directional arrows indicating where to click.
A progress meter shows the learner’s completion status throughout the training.
Try Me
After finishing "Show Me," learners return to the quest menu, where a gold star indicates completion. The "Try Me" mode is now unlocked, allowing learners to navigate Salesforce independently to assist the customer.
Hearts
In "Try Me" mode, learners must complete the task without guidance, using their knowledge from "Show Me."
"Try Me" mode includes a life system; incorrect clicks result in losing hearts.
If learners lose three hearts, they are sent back to "Show Me" to review the task again. This adaptive learning approach helps learners address knowledge gaps through retry opportunities.
Upon successfully completing "Try Me," learners receive congratulations from the customer.
Learners also earn an item that helps them in the upcoming "Test Me" challenge.
All collected items are stored in the quest menu, showcasing the learner’s progress.
Test Me
After completing "Try Me," learners return to the quest menu, where another gold star confirms completion.
The "Test Me" mode is unlocked, and a cutscene plays, showing the customer encountering a minion.
Click Play to watch the assessment introduction video for level 4.
Learners are tasked with helping the customer defeat the minion in "Test Me" mode.
Assessment instructions are provided, followed by questions that test the learner's understanding.
The assessment includes animated minion reactions based on the learner's choices.
Click Play to watch what happens if the learner gets a question incorrect.
Quest Failed
If the learner fails the assessment, they can review and retry the quest.
Quest Complete
If the learner passes, they level up and proceed to the next stage.
Upon leveling up, learners are congratulated and can continue to the next of five levels in the game.
Story: Ending
After completing all five levels and defeating the final boss, learners watch the ending cutscene. The agent wakes up from their dream, only to discover that Salesforce is indeed real.
Click Play to watch the end video of the game.
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Development Process
Team Collaboration
Once development was approved, my team used the game template I created to develop their own levels, each featuring unique customer scenarios and the associated actions agents needed to learn.
To support the team, I provided comprehensive resources, including tutorials, development checklists, and a dedicated Slack channel for ongoing assistance. I also held regular check-ins to ensure steady progress, consistent quality, and timely delivery across all game levels. This collaborative approach ensured that each level met our high standards and aligned with the overall learning objectives.
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Evaluation Process
Using the Kirkpatrick model, I assessed the training's effectiveness at multiple levels:
Reaction: Post-training surveys showed a learner satisfaction score of 4.8/5, exceeding benchmarks.
Learning: All agents completed the training and achieved passing assessment scores, validating learning success.
Behavior: Supervisor feedback and performance tracking revealed improved agent proficiency post-training.
Results: Data showed a measurable reduction in average handle time, supporting key business objectives.
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Conclusion
The Salesforce Transactional Training highlighted the power of gamification in improving learning outcomes. The game helped agents master Salesforce more efficiently, leading to better performance metrics and high learner satisfaction.
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Experience the Project
You can view a live demo here. https://bit.ly/47J7Qp7
