Below you’ll find examples of what I do related to learning experience design, including module scripts, video scripts and branching scenarios. I’ve embedded them here in the context of specific projects so you get a better understanding of the how and why.
Railway operations onboarding courses
Context
Signallers and operators of the electrical infrastructure on the UK railways undergo a rigorous recruitment process and extensive in-person training. In two separate projects, our task was to create a digital learning bridge for new recruits to these two different functions; an onboarding experience and an introduction to the role so they were more prepared for the training.
Challenges
Firstly, there was so much existing content! Having trained many cohorts over the years, the trainers had already developed many useful – but disparate – materials. Part of our task was to sift through what worked in our new structure. Secondly, I had to learn about unfamiliar topics – though as the introduction to the initial training, it was nowhere near as technically detailed as it gets. And for me, this is a real perk of this work 🤓
Process
For both of these courses, we were a small team supporting the lead learning designer. She and I put together the content for each of the elements within the daily thematic structure she’d designed. I wrote raw scripts to be used to create animated videos or SCORM packages, created courses and microlearning directly in Rise 360, as well as text for use in the Moodle platform.
Outcome
New signallers now have a two-week guided journey to help them on the first step to becoming qualified. For Electrical Control Operators, it’s just one. They go from knowing nothing to knowing the basics, being aware of what the role entails and what’s expected of them. Along with the reading, videos of current workers show them the ropes. Learners also have opportunities for reflection and taking the learning into the real world. Above are pdfs of some of the scripts I created to be used in different kinds of elements: a timeline, a quiz, a microlearning, and some framing text for the LMS to embed the elements.
Domestic Abuse awareness
Context
Desq had already built this local authority client an e-learning course to help public-facing, non-healthcare professionals recognise the signs of domestic abuse and act appropriately. On review, the client saw a gap for a module that dealt specifically with abuse issues that arise during pregnancy and infancy.
Challenge
Sensitivity in the language and approach used. Fitting the new module into the existing course so it used the same format, structure and tone. Creating a believable scenario to illustrate the points.
Process
Several meetings with the SMEs gave me all the information to include. My job was to put it into a logical structure and write a coherent script for the developers to create in Evolve. I also created two branching scenarios to be used as an interactive element in the modules, to help the learner engage with the material and see how the issues might arise in an everyday context.
Outcome
A new module to make the existing course more complete. It includes valuable advice and information, enabling users to return to it as both a learning tool and practical resource. See a draft of the script and the branching scenario above.
S&OP and Demand Planning
Context
This multinational confectionery company was introducing a standardised process for both Supply and Operations Planning and Demand Planning in all its global markets, from Singapore to Colombia.
Challenge
Make a spreadsheet-based planning process simple, lively and relatable for different cultural contexts.
Process
With many iterations and working closely with the client, we created a structured set of e-learning modules to guide the user through the process, explaining its relevance and aims, and the role played by different business functions. Graphic designers and illustrators brought my characters and visual metaphors to life. I was also especially concerned with ensuring the English used could be easily translated or understood by non-native speakers.
Outcome
We made an e-learning for the company to use in its global operations that takes users through the process step-by-step, with plenty of detail and specific examples, but also not too technical nor hard to follow. As this project was about a commercially sensitive process for internal use, I’m unable to show any of the scripts.
Corporate sustainability explainer videos
Context
The client (a collaboration between Fujitsu and ServiceNow) wanted to improve their employees’ understanding of relevant issues in corporate sustainability, giving them more information when responding to customer concerns. So the team at Desq proposed a set of short explainer videos and accompanying ‘learning guides’, pdfs that re-capped the video content, signposted further resources, and prompted personal reflection.
Challenge
My task was to research and envision the content of each video, then write the voiceover script and the learning guides. Even broken down into defined topics, such an incredibly expansive subject meant I really had to focus on the business perspective. The brief was to create energetic and positive content that was digestible, relatable, credible and practical.
Process
Through conversations with our sustainability expert and my own internet research, I mapped out each video’s structure, wrote the voiceover and described the visual narrative. Three loose sections form the thread: the basic requirements for reducing environmental impact, what would be better, and an idea that might be considered more radical. Then I ended on a positive note or question to inspire action.
Halfway through the project we had time to find and film some talking heads, so I researched and contacted people, wrote questions for them to respond to, and built space in the script for their contribution.
Outcome
The client created a dedicated page for the set of videos and the accompanying learning guides. Above you can see one of the finished videos, its draft script, a draft of the learning guide script, and the final designed pdf.
Branching scenarios using Twine
Context
Branching scenarios make e-learning courses more interactive – a learner has to choose how to respond to a situation or character. The examples I’ve posted here demonstrate two variations. The Line Manager training was game-style scenario-based software for use in a facilitated training session. It offered participants a safe space to explore the impact on their team of using different management skills. The Quality Assurance course was simpler, presenting information through dialogues with animated characters. Both had to be realistic conversations that nevertheless maintained company style.
Challenges
Twine is an open source tool for creating branching scenarios (I’m told it was used to write the excellent interactive film Black Mirror: Bandersnatch). My first challenge was to learn how to use it. But this was easy compared to actually writing branching scenarios – following all the different routes of the possible decisions and making sure they make sense can really get your mind in a bit of a tangle! The Line Managers needed realistic simulations that demonstrated a variety of outcomes depending on how well the skills were used. These needed to prompt reflection, discussion and skill development. Add to that keeping on top of language, style and tone, and making sure the content covers what needs to be said, and even a simple conversation is not a quick job.
Process
Twine is very helpful because the scenario is mapped out visually, so it’s clear to see the possible paths and how each step links to others (see ‘Line Manager – New starter map’ above). It was a case of building these paths and testing to see how it worked and that everything was covered. Language-wise, I needed to familiarise myself with the key messages the courses needed to deliver, while at the same time keeping it conversational and not too robotic. For Quality Assurance, I added some personality through enthusiastic responses by the learner and a consideration of the workplace situation. Line Manager needed a tone of voice for the manager decisions that the users would recognise.
Outcome
Engaging content to complement the lively graphics and animations of these two game-based, interactive experiences. Each client now has a tool tailored to their business context and employee needs, and learners can have a bit of fun engaging with their workplace training.
UX Writing Fundamentals
~ final project ~
Context
For practical learning in this online course, I worked on Handshake, a fictional payments app. The app primarily helps freelancers to keep track of hours worked on a project and invoice the small business owner who commissioned the work. On their own side of the app, the business owner can pay the freelancer. I edited the UI text in prototype screens created in Figma.
Challenge
My task was to create copy that both met the aims of the users and communicated the voice of the product. The text in the existing mockups needed a complete overhaul to be ready to present to the Handshake Head of User Experience and the VP of Product in a mid-project design review. I focused on ensuring clear interactions and consistent brand voice. In short, creating a smooth and enjoyable experience for the user.
Process
Having in mind how each type of user would step through the screens, I identified where there might be confusion or doubt, and so added appropriate tooltips, microcopy, instructions and hint text. Creating a mini style guide before tackling the UI helped me to define the voice and tone for the app, as well as design the content pattern for different components. The document below includes before and after screenshots and detailed explanations of the choices I made and why.
Outcome
My changes create a much clearer and friction-free user experience. I also give a consistent brand personality to the copy, to instil in the user a sense that the product is reliable, something they can trust. However, this version of the product does need to be tested by users, so I highlight elements that need feedback as well as suggest possible design improvements.
Animated videos
Context
In these very visual and information overloaded times, a one or two minute video is often the best way to grab people’s attention to briefly explain a topic or prompt action. Bespoke animation illustrates a spoken text – I write scripts for these voiceovers, and then a graphic designer creates the visuals from this.
Challenges
I must create a text that’s engaging, short, covers all the relevant points but has a narrative arc, and – most importantly – is written to be spoken. This means an informal, chatty style that is really conscious of how the words sound and how easy it is to say – a voice actor is going to perform these words, so I need to avoid any dissonance or tongue twisters.
Process
As I write, I try to picture the video in my head, and where I can I’ll use visual metaphors for the designer to run with. So while for these I’m not storyboarding the visuals with the text (like I did with the explainer videos above), I do write with a visual awareness. And that all-important oral/aural awareness too – I read it aloud, put in instructions for stress and pauses and what have you.
Outcome
Above are four scripts I’ve written to be turned into videos. The teaser was to build interest among employees for an upcoming e-learning course; the prompters were to encourage managers to discuss diversity and inclusion issues with their teams after completing some awareness training. Frustratingly, I never saw the finished videos, but I’m told they turned out great!
Impact case studies
~ University of Sheffield
Context
University research in the UK is publicly funded, so universities have to show that the money is being well spent. Sheffield needed several clusters of case studies for different funders that demonstrated the real-world impact of diverse research projects, including in healthcare, environmental sciences, statistics, and engineering. As many of the projects were collaborative, they had to highlight the business partnership too.
Challenge
Distill the essence of the research from the complex scientific information. Academic research contains a lot of detail and many threads, often with the involvement of many partners from different disciplines. I had to understand the whole, so I could communicate the value (in 400 words).
Process
After gathering as much background information as possible, I interviewed the project leader for each case study. I guided our conversation to help them reveal why their research mattered. They then were able to review several drafts in an iterative process to ensure accuracy.
Outcome
Through this collaborative process I developed a summary that satisfied both academic precision and marketing brevity, and spoke in the authoritative voice of the university. Above are just a few examples of what resulted from the work.
Copyediting and proofreading
European Agency Country System Mapping reports
As well as creating original content, I also check others’ work for errors, style, formatting etc. Above is a link to a group of reports I proofread for the European Agency for Special Needs and Inclusive Education, making sure they were consistent, error-free and ready for the world to see.
Personal projects
Climate Change Writers
This global network of volunteer writers aimed to raise awareness of the impact of a changing climate. I wrote four articles for them in 2022/23, but then their website got hacked and unfortunately my published work has been lost. (I’ve got the drafts somewhere if you’re really keen to read them!)
Will we halve emissions by 2030?
Cleaner air today, reduced emissions tomorrow: Barcelona’s low-emissions zone
Personal blog: The medial malleolus
I occasionally write short reviews of films I’ve seen or books I’ve read (in fact, any arts and culture), stuff I know and my thoughts about life in general.