In this interactive prototype, I explored how simple scenario-based learning can support customer service reps in handling high-stakes conversations. Built in Twine as a low-fidelity simulation, the project focuses on decision-making, tone management, and de-escalation—critical skills in any frontline service role. Learners are dropped into a realistic escalation call and must make choices that impact the outcome. The goal is to offer learners opportunities to practice how to respond empathetically, gather details quickly, and guide the customer toward resolution—all in a safe, replayable environment. This prototype was part of my…