Watch It
The learner watches the complete NovaDesk workflow.
All learning experiences
Articulate Storyline 360 case study
NovaDesk: Account Security Escalation
Technical Software Training • Guided Practice • Performance Assessment
NovaDesk is a Storyline 360 software-training course built for a fictional customer-support team at ResolveIQ Technologies. It teaches a support specialist how to review, document, route, and submit an account-security case.
Open Course (opens in a new tab)
Context
The Need
Support employees may understand company procedures but still need practice using them while completing an actual task.
The learner handles a report about an unexpected password-reset notification. They complete the software steps while deciding the case category, priority, documentation, and routing.
Task
The Workflow
- Locate the customer record
- Create a support case
- Choose the correct case category
- Set the escalation priority
- Write a clear case note
- Route the case to the correct queue
- Review the escalation
- Submit the case
Course structure
The Approach
The course is organized into four parts.
Try It
The learner completes the workflow with step-by-step guidance and feedback.
Do It
The learner completes the workflow again without hints. This is the completion-based performance assessment.
Results
The learner receives completion feedback and can retry or open Nova for more support.
Development
Storyline Skills & Interactions
This project uses these Storyline 360 skills and interaction types.
Interactions
- Hotspots
- Slider interaction
- Text entry
- Correct and Try Again feedback layers
- Custom buttons
- Guided practice
- Independent performance assessment
Storyline Development
- Triggers
- Variables
- Object states
- Slide layers
- Timeline triggers
- Screen recording
- Zoom regions
- Software simulation
Accessibility
- Closed captions
- Accessible video controls
- Alternative text
- Semantic heading styles
- Keyboard and screen-reader considerations
- Accessibility Checker
Performance Support
- Attached PDF resource
- Job aid link
- Nova chatbot link
- External web links
Performance Support / Job Aid Design
Job Aid Development
I created the NovaDesk Case Triage Quick Guide to give learners a reference they can use while completing the workflow.
The course scenario focuses on an Account Security case with an Urgent priority, but employees would handle many different types of cases on the job. The job aid expands the training beyond that one example.
It provides quick guidance for:
- Billing, Technical Support, and Account Security cases
- Standard, Urgent, and Critical priority levels
- Routing decisions
- Writing clear case notes
- Reviewing a case before submission
The guide is available from the Storyline Resources area and directly from the Performance Assessment introduction.
This gives learners a reference they can use at the point of need instead of expecting them to memorize every possible situation.
Performance Support
- Job Aid Design & Development
- PDF Resource Development
- Storyline Resources Integration
- Point-of-Need Support
- Nova Chatbot Integration
Optional help
Using Nova
Nova appears inside the NovaDesk work environment so learners can see it as a tool available while doing the job.
After the performance assessment, an Ask Nova button opens the live chatbot for more help or practice.
This shows how an AI support tool can work alongside training instead of replacing it.
Review
Accessibility
Accessibility was reviewed before publishing.
- Alternative text for meaningful images and controls
- Decorative objects removed from screen-reader access
- Heading 1 text styles
- Closed captions and accessible video controls
- Learner-controlled navigation
- Readable slider labels
- Accessible labels for interactive controls
- Articulate Storyline Accessibility Checker review
My Role
- Instructional Design
- Storyline Development
- Software Simulation Design
- Scenario Design
- Performance Assessment Design
- Performance Support Design
- Job Aid Development
- Accessibility Review
- Quality Assurance Testing
- Nova Integration
Tools
- Articulate Storyline 360
- Snagit
- Zapier Chatbots
- Nova AI Learning & Performance Coach
- AI-assisted image editing
What I learned
Reflection
This project started as a software simulation and grew into a small learning experience with demonstration, guided practice, independent practice, a job aid, and optional AI support.
One of the main lessons was that adding more course content was not always the answer. Sometimes the learner needed a useful reference or support tool while doing the work.