FHA Waterfall

A Scenario-based eLearning Experience

This scenario-based eLearning experience helps customer service associates navigate through the available hardship assistance programs for struggling FHA homeowners. The course was designed to track learner behaviors and includes a downloadable PDF certificate of completion with the learner's name and date. Parts of the scenario have been modified/redacted per agreement with the client. 

Audience: New and seasoned customer service associates in a mortgage servicing company. 

Tools Used: Articulate Storyline 360, Adobe Illustrator, Veracity LRS, SnagIt and Photoshop.  

Problem and Solution 

The client is XYZ Mortgage Servicing, and they are in the process of offering hardship assistance to struggling homeowners impacted by a nationwide pandemic. The client requested that I create an eLearning to new and seasoned customer service associates that fail to adequately provide all available hardship assistance to FHA homeowners. 

The service associates lack promptness and knowledge of the programs which leads to upset and panicked customers. Unfortunately, this often leads to managers handling and overflow of escalation calls from frustrated homeowners.  Maintaining strong customer relationships and providing positive experiences are essential to the success of the business. 

I recommended a scenario-based eLearning that allows service associates to adequately navigate through the FHA hardship assistance options. In addition, scenario-based eLearning will show the learner the realistic common requests and concerns struggling homeowners go through trying to identify a program that is suitable to their financial situation. Practicing the correct actions will help them avoid making those mistakes in a real call. 

The client recognized that the eLearning experience would help resolve their pain points and signed off to proceed with the solution. 

Text-based Storyboard

After accessing the biggest pain points with the client, I met and consulted with the Subject Matter Experts (SMEs). We defined the goal and identified the course objectives. I then developed an action map and created a text-based storyboard. I used Adobe Illustrator to create visual assets and created an interactive prototype in Articulate Storyline 360. The prototype was then shared with the client for final approval. Once approved the course was fully developed in Articulate Storyline 360 and uploaded to the LMS site.