Tools: AI-assisted web design, rapid prototyping
Audience: Retail Customer Service Associates
Challenge: Associates were failing the new "C.A.R.E. Empathy Model" because they were too overwhelmed by complex CRM navigation to focus on the human connection, leading to low CSAT scores.
Hypothesis: If the technical system forces an empathy validation before allowing a transaction, associates will prioritize the customer's emotions.
Solution: A high-fidelity web-based simulation of the "Nexus CRM" that mimics the live environment.
Key Features:
In-Flow Guidance: Pop-up bubbles that simulate a WalkMe interaction provide real-time support without breaking the associate's workflow.
Hard-Coded Empathy Checks: The "Resolve Case" button is locked until the associate checks a box that validates the customer's emotion.
"Safe-Fail" Logic: The interaction includes a "trap" buttons that waives the fee and triggers immediate feedback on the fee waiver policy.
Why Code-Based? Storyline was too rigid for this level of realism. Coding allowed for instant iteration of customer scenarios and created a prototype that felt like the actual software, not a slide deck.