Scenario-Based e-Learning Course
Interactive eLearning experience simulating real customer conflicts in a retail shoe store.* Learners navigate branching scenarios, make decisions under pressure, and practice de-escalating upset customers while resolving their product concerns.
*Zen Shoes is a fictional athletic shoe brand used to simulate a realistic business challenge.
Client
Zen Shoes
Year
2025
The Problem
Associates at Zen Shoes are exceeding expectations in sales, but are consistently having issues handling angry customers.
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Employees receive extensive sales training, but no support with conflict management. Needs analysis reveals a knowledge gap in de-escalation skills.
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Zen Shoes is an athletic shoe brand with over 20 locations nationwide. Training needs to be cost-efficient, scalable, and standardized across the large organization.
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I created an interactive, scenario-based eLearning course to be implemented as part of Zen’s New Hire Training.
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We Are Learning (Course-Authoring Tool)
Canva
AI image generator
Adult Learning Theory
ADDIE
Storyboarding
Click to experience the complete course.
Monologue Node: Finding a Solution for the Customer
Graphic Insert: How to Maintain Composure
Response Node: Select to de-escalate the customer's concern.
Open Response Node: What went well?
Hotspot Node: Click to Reveal
Poster Node: Try Again Feedback
Poster Node: Try It Out
"[Danielle’s] story wowed us with its design and flow. Truly a winning combo!"
— We Are Learning Team