STORYLINE · HUMAN-CENTERED SCENARIO
Empathy in the Waiting Room
An interactive healthcare scenario where front-desk staff practice responding to patients in different emotional states.
Launch the experience ↗Small choices can change how care feels.
THE PROJECT
Turn empathy from an idea into a behavior people can practice.
The challenge
Front-desk staff often meet patients at stressful moments. Tone, wording, and response strategy can either reduce tension or make the experience harder, but those interpersonal decisions are difficult to teach with information alone.
What I built
A scenario-based Storyline experience that places learners in realistic waiting-room interactions. Learners consider a patient’s emotional state, choose how to respond, and receive feedback that connects their language to patient-centered service.
IN PLAIN ENGLISH
This is practice, not a slide deck with a quiz.
The learner is placed in a recognizable human moment and asked to make a choice. The experience then explains how that response may land with the patient, helping staff connect communication techniques to the real experience of care.
MY CONTRIBUTION
Designed and built end to end.
Performance-problem analysis, instructional solution design, scenario and feedback writing, learner-flow design, Storyline development, visual design, and final refinement. Tools included Articulate Storyline 360, Google Workspace, and Adobe Creative Suite.