Puzzle #1:
Learning a Product You Can't touch
When security restrictions made traditional training impossible, I built a new way to learn and support the business.
WHY IT MATTERED
BUSINESS PROBLEM
Agents needed to support Yahoo Mail but couldn't access the live product due to security restrictions
MISSING PIECE
A safe, realistic environment where agents could learn and practice
SOLUTION
A fully interactive Yahoo Mail Desktop Simulator built entirely in Articulate Storyline
THE PUZZLE
THE MISSING PIECE
PUTTING THE PIECES TOGETHER
Yahoo call center agents supported Yahoo Mail every day, helping members troubleshoot issues, navigate settings, and solve technical problems. But there was one major challenge: they couldn't access the live Yahoo Mail product themselves.
Following fraud incidents involving customer data, strict security measures were put in place. Agents were no longer permitted to freely explore Yahoo Mail or use the apps they supported. They couldn't keep notes at their desks, and access to proprietary systems was heavily restricted.
So the question became:
I believed the answer wasn't another slide deck or job aid. Agents needed a safe place to practice.
So I designed and built a fully interactive Yahoo Mail Desktop Simulator in Articulate Storyline that recreated the experience of using Yahoo Mail while protecting customer data and complying with security requirements.
I independently designed and developed the entire simulator, combining instructional design with advanced Storyline development to build a realistic, secure, and engaging learning and performance-support tool.
Solving the agent issues:
How do you train people to confidently support software they aren't allowed to use?
Recreated the Yahoo Mail Desktop Interface
I reverse-engineered the look and feel of Yahoo Mail so agents could explore the product in a secure environment.
Built Complex Interactions
Using Storyline triggers, variables and custom navigation, I created realistic workflows that mirrored the live product.
Designed for Learning and Performance
The simulator supported both new hire training and ongoing performance support. Agents could return to it anytime for a refresher or to explore a feature in a risk-free way.
Practice Troubleshooting
Explore
Settings
Navigate the interface
Practice common workflows
Build confidence safely
The Puzzle Solved
The simulator became part of a broader Yahoo Mail learning ecosystem that included interactive demos, troubleshooting scenarios, role-play activities, and a continuous storyline designed to improve engagement and retention. The curriculum was restructured to provide a more intuitive learning journey, with new learning maps, assessments, and hands-on resources.
MY PIECE OF THE PUZZLE
MY CONTRIBUTIONS
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Designed & developed the simulator in Articulate Storyline
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Recreated the Yahoo Mail Desktop for a secure training experience
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Built interactive workflows that mirrored real product functionality
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Designed it as a reusable resource, so agents could return to it often for on-the-job use.