This course was the result of a cross-functional collaboration to prepare Customer Support agents for the new chats tooling rollout. The project manager provided a list of key course objectives to ensure the training addressed all critical topics for agent success.

Using the Action Mapping framework in Figma, I brainstormed activities aligned with the course objectives. Once we identified the most relevant activities, I determined the supporting information learners would need to complete them successfully.

From there, I designed the course flow and created a wireframe-style visual storyboard in Figma. The storyboard used simple icon placeholders and included all on-screen text to prepare for the development stage in Absorb.

I then created a wireframe-style visual storyboard in Figma. The storyboard used simple icon placeholders and included all on-screen text to prepare for the development stage in Absorb.

With the visual storyboard complete, I began development in Absorb Create. I sourced images, icons, and user interface elements either from our company’s digital asset library or designed them myself to align with brand standards and course tone.