Our work / Software simulation
Systems training · Software simulation
Issuing a Refund: learn the system before you touch it
A step-by-step simulation of a real system. Watch it once, try it with hints, then test yourself with none: the classic Storyline approach.
Sample project · Brightside Home Goods is a fictional organizationThe challenge
Brightside rolled out a new order system. Agents learned it live, on real customers, and refund errors spiked in the first month.
- Mistakes in the live system cost real money
- Screen-recorded videos were too passive
- Supervisors had no way to check who could do it
Our approach
We built a three-mode simulation of the refund process.
- Watch: the steps play out with captions
- Try: agents click through it with hints when they go wrong
- Test: no hints, and mistakes are counted
- Results can be reported to the LMS so supervisors know who’s ready
Try it
Try the simulation
Pick a mode. A customer needs a refund for late order #48213.