FormativeMicro-assessments surface gaps before advancing
ⓘEach dot is a step in this module. Orange = current, green = completed.
Correct: 0
Points: 0
Step 1 of 4
Instructional Design Overview
A Gamified Adaptive Learning rapid prototype for call centre agent onboarding — built without a subject matter expert.
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Rapid prototype — SME validation required. Content is based on research and AI-assisted drafting. A subject matter expert should review all scenarios, frameworks, and scoring logic before deployment in a live training environment.
Instructional Techniques Applied
Adaptive learning paths — Branching scenarios adjust difficulty and feedback based on learner responses, following a mastery-based progression model.
Gamification — Points, streaks, and scenario-based challenges reinforce motivation and simulate real-world consequences of CX decisions.
Realistic conflict scenarios — Role-play-style situations grounded in L.A.S.T. (Listen, Apologise, Solve, Thank) and FCR (First Contact Resolution) standards.
Spaced repetition cues — Key concepts resurface across modules to reinforce retention without redundancy.
Formative micro-assessments — Short knowledge checks after each scenario surface gaps before the learner advances.
Development Approach
Curated professional CX frameworks: L.A.S.T. and FCR standards
AI-augmented curriculum architecture and conflict scenario drafting (Claude)
Manual HTML, CSS, and JavaScript execution; pedagogical flow validated iteratively