Business need

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Standardize the customer experience during service calls when equipment is out of order and needs repairs.

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Solution created

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When equipment is out of order it is a real crisis for our customers. To resolve, I conceptualized a process called  "Crisis-AVERTED" that gives technicians concrete steps to follow from the moment they walk into a facility to the time they finish the necessary paperwork.

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Design considerations

I wanted to create an experience that was memorable, engaging, and fun. I created a Mission Impossible theme to elevate the concept that the servicer is a hero to our customers. The AVERTED model is a memorable acronym        that is easily recalled and applied.

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Project Attributes

Articulate Storyline 360 

• Drag and drop quizzing

• Triggered states

• Triggered and timed layers

• Video integration

• Layers