Use Twine to Easily Create Engaging, Immersive Scenario-Based Learning

Scenario-based learning immerses learners in realistic scenarios that mimic real-world challenges they might face in their roles. These learning experiences are highly relevant and relatable. SBL is active learning. Instead of passively consuming information, learners actively engage with the content by making decisions and solving problems within the scenario. This approach enhances critical thinking and decision-making skills.

SBL can be more effective when storytelling techniques create a narrative that guides learners through the scenario to maintain engagement and make the learning memorable. Learners receive immediate feedback on their decisions and learn from their mistakes. Reflection can deepen their understanding. Branching scenarios add simulated complex decision-making processes and show the outcome of various actions through interactive scenarios where learner choices lead to different outcomes.

Designing scenario-based learning

Many software and eLearning tools and platforms support scenario-based learning. I suggest using Twine, an easy-to-use open-source tool. Creating a scenario-based learning module with Twine involves designing an interactive, branching narrative that guides learners through decision-making and problem-solving processes.

Twine has become popular for creating text-based games, interactive fiction, and experimental narratives. In this article, I will show you how Twine can create a working starter for more advanced scenario-based development tools such as Articulate Storyline, Adobe Captivate, and dominKnow One.

Using Twine to create eLearning

Begin the design process by defining learning objectives that clearly specify what you want learners to be able to do by the end of the scenario. Develop scenarios to support objectives relevant to the learners' roles and challenges, using storytelling to make the scenarios engaging. Incorporate key decision points where a learner must take a course of action. Then, offer immediate feedback about each course of action to guide learners and reinforce learning points.

To help you get started, I developed the following sample scenario strategy by using Microsoft Copilot.

Scenario

Responding to a customer complaint.

Introduction

A customer, Mr. Smith, complains about his dinner order to the manager of a casual-themed restaurant. The manager wants to resolve the issue to Mr. Smith's satisfaction while adhering to company policy and persuading him to return to the restaurant.

Prompt sequence and restaurant policy information

Write a step-by-step scenario in which a displeased customer, Mr. Smith, approaches a restaurant manager complaining about a food order. Smith says the food is terrible and inedible, and he will not pay. The manager noticed that most of the food on Smith's plate had been eaten. The manager's objective is to resolve the issue to Mr. Smith's satisfaction while adhering to company policy and attempting to persuade Smith to make return visits to the restaurant so that the manager does not lose a customer.

Company policy gives the manager authority to take one of the following options to initiate action when a customer complains about a meal order:

1. Apologize and replace the meal with a different one at no charge
2. Apologize, and at the customer's next visit, replace the unsatisfactory meal with a different one at no charge plus a free dessert
3. Apologize and offer the customer a coupon good at the customer's next visit for a different meal at half off the menu price plus a free dessert
4. Apologize and cancel the check for the unsatisfactory meal

In any of the above options, it's necessary to inform the kitchen manager of the complaint for appropriate follow-up action.

AI reply

As the manager of a casual theme restaurant, handling customer complaints effectively is crucial to maintaining a positive reputation and ensuring customer satisfaction. Here are the steps I would take in this situation:

1. Listen and empathize: I would start by listening to the customer's complaint without interrupting, showing empathy and understanding. "I'm sorry to hear you didn't enjoy your meal. I understand how disappointing that can be."
2. Assess the situation: I acknowledge that most of the meal has been eaten, but I still take the complaint seriously. "I see that you've eaten most of the meal, but I want to make sure that we address your concerns appropriately.
3. Apologize and offer a solution: "We want to make this right for you. How about we offer you a complimentary dessert or a discount on your next visit?"
4. Investigate internally: I would also make a note of the complaint to discuss with the kitchen staff to ensure the issue doesn't happen again. "I'll definitely look into this with our kitchen team to make sure we improve."
5. Follow up: If the customer accepts the offer, I would follow up to ensure they are satisfied with the resolution. "Thank you for your understanding. We hope to see you again soon and provide a better experience."

By addressing the complaint with empathy and offering a reasonable solution, I can help turn a negative experience into a positive one, potentially retaining the customer for future visits.

Handling a difficult customer complaint: Options for reasonable solutions

Option 1

Replace the meal with a different one at no charge (option: throw in a free dessert).

Positive response from Mr. Smith: "Thank you, that sounds fair. I'll take your offer."

Negative response from Mr. Smith: "I don't think that's enough. The meal was terrible, and I don't trust another dish."

Feedback: This option shows immediate action but might not feel like enough compensation for a very bad experience. It's a minimal resolution.

Option 2

Provide a coupon to replace the meal at Mr. Smith's next visit with a different meal at no charge, plus a free dessert.

Mr. Smith's positive response: "I appreciate that. I'll give it another try next time and enjoy the free dessert."

Mr. Smith's negative response: "I don't plan on coming back. This visit was already ruined."

Feedback: This option is great for encouraging future visits but might fall short if Mr. Smith wants immediate resolution.

Option 3

Provide a coupon to replace the meal with a different one plus a free dessert at no charge plus half off the total menu price of the next meal.

Mr. Smith's positive response: Wow, that's generous. I'll take the new meal and look forward to the discount and dessert next time.

Mr. Smith's negative response: That's an excellent offer, but I'd prefer to have today's bill canceled instead.

Feedback: This comprehensive solution addresses both the immediate issue and encourages future business. It balances compensation well but may not fully satisfy a customer wanting more to make up for the bad experience.

Option 4

Cancel the bill for the unsatisfactory meal.

Positive response from Mr. Smith: Thank you for understanding. I appreciate the gesture.

Negative response from Mr. Smith: While that's good, it doesn't make up for the bad experience.

Feedback: This ensures that Mr. Smith leaves without financial dissatisfaction. However, it sets a precedent for future complaints and might not be sustainable in the long run.

Finishing up

Refer to the flow chart to convert the options and feedback in this article to scenario-based development tools such as Articulate Storyline, Adobe Captivate, and dominKnow One. The options for solution are the ones I successfully used in dealing with unhappy customers when I was on the management team at a well-known international restaurant chain, so I know they are effective. The point of this article, however, is to demonstrate how to use Twine to develop eLearning. Set the learning objectives, analyze the behaviors required, and design an interactive scenario-based learning experience. Have fun with the technique!