Each customer interaction was mapped as a branching scenario before development. I used a detailed design document to track learner decisions, alternate paths, account information, follow-up interactions, and short- and long-term consequences.

Rather than creating simple correct/incorrect branches, I designed paths to converge and diverge based on realistic workplace decisions. Some choices resolve the interaction quickly but allow account risk to go unnoticed. Others require additional investigation or customer follow-up, while unnecessary investigation or premature escalation can affect productivity.