Celeste Markey Instructional Design Portfolio

Delivery Day Detective

Scenario-Based Customer Service Investigation Experience

Overview

Delivery Day Detective is a scenario-based learning experience designed to help customer support representatives investigate delivery disputes and make customer-focused resolution decisions.

Learners work through three realistic cases involving missing, damaged, and tampered packages. Along the way, they review evidence, analyze customer statements, and determine appropriate resolutions.

Tools: Articulate Rise, v0, HTML/CSS, GitHub Pages, Canva

Skills: Scenario-Based Learning, Performance Consulting, Interactive eLearning, Customer Service Training

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▶ Try the Experience

The Challenge

Customer service representatives must investigate delivery disputes while balancing company policy, evidence, and customer experience.

Traditional training often focuses on procedures rather than decision-making.

The Solution

I designed a scenario-based learning experience that places learners in the role of an investigator. Through three realistic customer cases, learners review evidence, analyze delivery records, and determine appropriate resolutions.

The experience combines Articulate Rise with custom interactions developed in v0 to create a more engaging alternative to traditional knowledge checks.

Featured Interactions

Evidence Analysis Board

Learners review delivery records, customer statements, and supporting evidence to identify key details before making decisions.

Customer Response Simulator

Learners practice responding to frustrated customers and see how their choices affect customer trust and sentiment.

Case Resolution

Learners evaluate the evidence and select the most appropriate outcome for each case.

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