Digital Operations · Software training
I created interactive eGain Console Training to help employees navigate the system and connect its features with their work. Storyline development, guided simulations, and Photoshop-enhanced visuals bring the software workflow into a practical learning experience.
My role
Instructional design & development
Audience
Employees using the eGain console
Deliverable
Interactive software training
PROJECT SHOWCASE
01 · CHALLENGE
Learning a new console involves more than knowing which controls are available. Employees also need to interpret what they see and connect interface elements with the task at hand. This project focused on practical navigation of the eGain system, using walkthroughs and exercises to make the interface more understandable.
02 · HOW I DESIGNED IT
I developed the course in Articulate Storyline with guided simulations, hands-on exercises, and Photoshop-enhanced visuals. The excerpt shows software screens paired with explanations and numbered markers. Learners can explore details within the interface view, then move through the course using a consistent navigation pattern.
LEARNING NEED
DESIGN RESPONSE
Explain chat-session indicators in the context of customer and agent activity.
LEARNING NEED
DESIGN RESPONSE
Use numbered markers and on-screen explanations for areas such as the email view.
LEARNING NEED
DESIGN RESPONSE
Show console functions including co-browsing, attachments, greetings, and signatures alongside task guidance.
03 · PROCESS HIGHLIGHTS
The build brought together software visuals, interactive guidance, and practice. The resulting course follows recognizable parts of the console while giving learners a controlled space to explore its features.
01
Organize the training around console topics and workflows, including chat sessions, co-browsing, and the email view.
02
Use Photoshop-enhanced visuals to present the software interface within the learning material.
03
Develop the Storyline course with simulations, hands-on exercises, numbered markers, and step-by-step guidance.
04 · DELIVERY
The deliverable is an interactive Storyline course for eGain console users. It combines system walkthroughs, guided simulations, and workflow applications. The Digital Operations video above is an excerpt from that course; its on-screen title is EGAIN Console Training.
Authoring
Articulate Storyline
Visual preparation
Adobe Photoshop
System
eGain console
05 · RESULT
The finished course gives employees an organized way to explore console functions and practice navigation. This project demonstrates my approach to software training: keeping instruction connected to the screen, breaking down interactions, and using guided practice to support the work people need to do.
Software training · Guided simulations · Articulate Storyline
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