The Follow-Up Calls project for Bain & Co was an opportunity to create a learning experience that didn’t just explain good call practice but allowed learners to experience it. I led the full design and development of this interactive module, with the aim of helping consultants feel more confident, structured, and effective when conducting follow-up calls with clients. Rather than relying on static content or simple tips, I set out to build an engaging, hands-on simulation that mirrors the real pressures and decisions of live conversations.
A major part of my work involved carefully crafting a branching scenario that gives learners control over how the call unfolds. I mapped out every decision point, consequence, script variation, and learner pathway to ensure the experience felt fluid and meaningful—not mechanical.
This resulted in eight possible endings, each reflecting different choices, levels of preparation, and communication styles.
Every route includes tailored feedback to reinforce what worked well and what could be improved, giving learners a safe space to practise, reflect, and try again.
To support this realism, I incorporated a wide range of audio elements: authentic call sounds, smooth transitions, and both effective and ineffective call examples. I also introduced peer insights from colleagues, sharing practical tips and real experiences to reinforce learning in a relatable way.
The entire module was designed and built in Articulate Storyline, which required not only precise planning but also meticulous technical execution. Managing multiple branches, variable states, audio layers, and conditional feedback meant rigorous back-end structuring—and an extensive amount of testing.
I spent a significant amount of time troubleshooting logic flows, ensuring that each branch behaved as intended, validating every possible path, and refining timing so the call experience felt natural. This testing phase was essential to delivering a polished, seamless experience that users could navigate intuitively.
The final result is an immersive, practice-driven simulation that bridges the gap between theory and confident performance. By blending thoughtful learning design, detailed scenario planning, authentic audio, and robust Storyline development, the Follow-Up Calls module gives Bain & Co learners a realistic, engaging way to build their skills—one call at a time.