Frontline staff were handling credit card member inquiries on the fly with no structured guidance. When a member called about a forgotten PIN, a lost business card, or a late fee waiver, staff were figuring it out in real time. The Payments Manager submitted a Jira ticket with a concept but no clear objectives or content direction.

I met with a Payments Department representative to surface the most frequent member questions and what staff could actually do to resolve them independently. I also consulted the Contact Center Manager who shared a document detailing her team's specific software-related challenges. Two departments, two perspectives, one course that had to work for both.

A scenario-based Articulate Storyline eLearning built around four real credit card situations: forgetting a PIN, losing a business card, credit card rewards concerns, and a missed payment and late fee waiver request. Each scenario plays out as an animated video created with Canva and voiced using Eleven Labs AI. The video pauses at key decision points and the learner has to answer before the scenario continues. I wrote every script and built every scene, trigger, layer, and object state in Storyline.

Staff moved from reactive on-the-spot problem solving to a self-paced resource they could complete and reference on their own schedule. Completion and assessment scores are tracked in the LMS.