A realistic practice experience that helps existing Member Advocates document customer interactions accurately and completely while transitioning from Genesys to Kapture CX.
Rise 360 eLearning course featuring an embedded Storyline 360 practice scenario and a Google Forms reflection activity.
Existing Member Advocates who document customer calls in Kapture CX during or immediately after the interaction.
Transforming a software transition into realistic, performance-based practice instead of information-heavy system training.
Existing Member Advocates were transitioning from Genesys to Kapture CX in a high-volume, compliance-driven customer-service environment. They needed to learn more than where fields were located. They also needed to make accurate documentation decisions while handling realistic customer situations.
I designed a practice-first learning experience that allows advocates to work through the major documentation decisions they make during or immediately after a call. Learners select the correct call category and subtype, write notes, choose a disposition, receive immediate feedback, and reflect on how their documentation habits must change when moving from Genesys to Kapture CX.
Accurate call documentation depends on several connected actions. Advocates must:
A traditional system demonstration could show learners where to click, but it would not give them enough practice deciding what information belonged in each field.
The design challenge was to help experienced advocates transfer their existing call-handling knowledge to a new documentation system without overwhelming them with unnecessary explanation.
I designed a short Rise 360 course containing an embedded Articulate Storyline scenario.
The scenario places the learner in the role of a Member Advocate handling a call about the status of a premium payment. Instead of reading a long explanation, the learner must:
Correct and incorrect selections lead to different feedback. Learners can retry decisions and apply the feedback before continuing. The final Google Forms reflection helps learners connect the simulation to their actual work.
I began by defining what advocates must do in Kapture CX during or immediately after a live customer call.
I focused on the parts of the workflow that require judgment, including selecting categories and subtypes, deciding what belongs in the notes, and choosing the disposition that accurately represents the call outcome.
I connected the desired performance outcome to the actions advocates must complete on the job. This helped me avoid turning the course into a tour of every system feature.
I used Microsoft PowerPoint to create:
The prototype allowed me to plan the learning flow before investing time in full development.
I created a detailed Storyline script covering:
I translated the low-fidelity structure into polished screens that reflected the Kapture CX workflow while using mock information instead of actual member data.
I built the course structure in Rise 360 and created the interactive scenario in Storyline 360.
The Storyline interaction was embedded in Rise so learners could move between supporting information, realistic practice, and reflection within one experience.
I embedded a Google Form that asked learners to compare their previous Genesys documentation habits with the behaviors required in Kapture CX.
I reviewed the experience for:
Support accurate and complete call documentation as existing Member Advocates transition from Genesys to Kapture CX.
Advocates must be able to:
Learners practice by:
Learners receive only the information needed to perform the activity, such as:
The activities focus on the actions advocates need to perform, rather than presenting every available Kapture CX feature.
Learners enter a realistic call situation and solve documentation problems through decisions and practice.
The learning experience progresses from guided decisions and feedback to open-text documentation and reflection.
The scenario is directly connected to the learners’ work and respects their existing customer-service experience.
The objective, activities, and feedback were built around the documentation behaviors advocates need to demonstrate on the job.
The experience uses focused screens, short instructions, visual signaling, and segmented practice to reduce unnecessary information.
The reflection activity asks learners to compare the previous Genesys process with the expected Kapture CX process.
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