Designed and developed NexaDesk Essentials: Your First Support Ticket, an interactive onboarding course using Articulate Rise 360.

The project demonstrates how structured digital learning can help new customer support specialists practise essential workplace decisions.

Live demo: Explore the interactive course using the Completed Work link at the bottom of this case study.

New support employees need to understand how to handle incoming tickets, identify priorities, respond professionally, and recognise situations that require escalation.

The design challenge was to turn these tasks into clear, practical learning experiences rather than relying solely on passive explanations.

I structured the course around realistic customer support situations, combining instructional content with opportunities to apply knowledge.

The learning experience focuses on:

Ticket categorisation and prioritisation

Writing appropriate first responses

Identifying situations requiring escalation

Practising decisions through scenario-based activities

Reinforcing learning with interactive knowledge checks

Instructional Design, E-Learning Development, Content Structuring, Scenario Writing, and Assessment Design.

Articulate Rise 360

A responsive digital onboarding course designed to demonstrate practical customer support workflows.

Completed an interactive course that demonstrates my ability to transform workplace procedures into structured, scenario-based digital learning experiences.