AI Onboarding Sim Interface

AI-Driven Adaptive
Onboarding Sim.

React • Tailwind CSS • Instructional Strategy

* Disclaimer: This project is a generalized concept based on real-world scenarios. All proprietary data and branding have been removed or adapted.

Launch Simulation

Key Findings

This project shifted high-volume agent enablement from passive training to a model rooted in measurable performance outcomes and adaptive learner experience (LX).

The core design implements adaptive pathing, directly addressing the gap between experienced hires being bored and novices feeling overwhelmed. The solution's success is defined by holistic, performance-based KPIs (Empathy Index, Time-to-Resolution), ensuring training measures real-world job competence, not just knowledge recall.

The custom React framework ensures zero-latency interactions and scalability, while the conceptual SCORM 1.2 wrapper enables seamless reporting across an enterprise LMS. This blend highlights the capability to manage the full product lifecycle, ensuring learning architecture drives business results.

The ADDIE Process

From analysis to deployment.

01. ANALYSIS (THE WHY)

Traditional onboarding fails to build strategic communication skills or prepare agents for the real-time stress of an angry customer.

  • TARGET AUDIENCE:
    New Hire Customer Service Agents (0-2 years exp).
  • PROBLEM:
    Static training cannot accurately measure and develop empathy or de-escalation tactics.
  • SOLUTION:
    A micro-learning simulation (< 15 mins) focused on behavioral practice.

02. DESIGN (THE BLUEPRINT)

I developed a user-centric "AI-OS" concept where the learner practices skills within an immersive, high-tech workstation environment.

  • Adaptive Pathing:
    Difficulty automatically adapts based on baseline empathy measurement; novices get drills, pros get "boss battles."
  • Aesthetic:
    "Iron Man's HUD meets Corporate Training" using Glassmorphism to enhance immersion.
  • Model:
    L.E.A.R.N. (Listen, Empathize, Apologize, React, Notify) for structured de-escalation practice.

03. DEVELOPMENT (THE BUILD)

Custom React Application built to manage complex branching logic and provide zero-latency behavioral feedback.

  • Stack:
    React, Tailwind CSS, Custom State Machine.
  • Scenario:
    "The Missing Sea View" - Focused on high-stress customer recovery.
  • Logic:
    Dialogue paths track "Empathy Points" and "Efficiency Points" to score outcomes.

04. IMPLEMENTATION (DELIVERY)

Designed for full WCAG AA accessibility and seamless integration into enterprise learning systems.

  • Hosting:
    Deployed via GitHub Pages for instant access.
  • Accessibility:
    Full keyboard navigation and high-contrast text ratios.
  • Integration:
    SCORM 1.2 wrapper enables progress and score reporting to the host LMS.

05. EVALUATION (METRICS)

Success metrics validate that the simulation is accurately predicting on-the-job performance.

  • KPIs:
    Empathy Index, Completion Rate, and Time-to-Resolution.
  • Feedback Loop:
    Iterative updates based on failure points (e.g., rewriting preceding hint text if 40% fail a specific question).

Let's Build Something.

Ready to discuss your next learning strategy? Drop me a line.