Technical Support Scenario Practice
Overview
This simulation addresses a real problem uncovered through analyst interviews: Crash cases were being closed prematurely when non-reproducible, and bugs weren't being logged. The interviews revealed genuine gaps in understanding between what analysts needed to close cases, and what the product team needs to build a better product.
Learners work through four realistic scenarios inside a simulated case management environment, deciding whether to log a bug and receiving feedback on their reasoning. They also leave with ready-to-use language for customer conversations about crashes.
How it was built
This project was initially built in Twine, an open-source branching storytelling tool. The Twine experience contained the correct information and mirrored real situations, but lacked visual interest and realism as a text-based simulator. This module was begging for a redesign.
I rebuilt this experience as a custom web app using Claude Design + Claude Code to simulate the tech support CRM and make the experience feel more connected to real experiences.
My responsibilities
Tools