There’s no content dump in this module. Just a problem to solve.
- Feb 10
- 2 min read
We wanted to share something we built purely for fun (and learning).
This is Conversations that count - a short scenario-based eLearning module we created as a Learnopolis portfolio piece.
It’s designed for call centre staff, and it drops the learner straight into a tense situation: a customer has cancelled their subscription… but they’ve still been charged.
No long intro. No “here are the tips”. Just a decision to make.
The idea was to focus on judgement, not recall. What do you say next? How does that land? And what happens when you get it wrong?
We also kept it really short on purpose. In a real project, this would sit inside a broader learning journey - but for a portfolio piece, we wanted to keep the scope tight and playful.
As you’ll see in the walkthrough, the learner makes choices and immediately sees the impact of those decisions on the conversation.
There’s also a second character in the module - the learner’s leader.
She acts as an optional coach. If the learner gets stuck, they can click on her for guidance, then jump back into the call and try again. We wanted support to be there when needed, without taking control away.
This approach won’t suit every topic. But for things like de-escalation, where emotion and pressure matter, it felt more useful than explaining techniques up front and hoping they stick.
The video is silent, but it should give you a feel for the flow, the decision points, and how the coaching works alongside the scenario.
We’d love to hear how others approach this kind of learning. How do you design for practice and feedback without overwhelming the learner?
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