Digital Escape Room - Driving Excitement via Gamification

Unlock the Experience: Escape Room Game Summary

Project Goal:

To create an instructionally-sound, digital, and gamified learning solution

Target Audience:

SIXT employees who are responsible for logging, managing, resolving, and closing customer complaints

Learning Outcomes:

Upon completion of the Digital Escape Room Game, employees will be able to:

Define the timeframe expectation for SLAs
Explain the expectation for first contact resolutions
Select the accurate categories for customer complaint scenarios
List the teams who have defined roles and responsibilities in the Complaint Management tool
Describe how SCC employees and branch employees use the Complaint Management tool collaboratively

Learning Methodologies:

Keller's ARCS Model of motivation to increase learner engagement and retention by addressing these motivational factors: attention, relevance, confidence, and satisfaction
Gamification to further drive extrinsic motivation through an engaging, game-like learning environment

Project Details:

I started by outlining the key learning outcomes and brainstorming innovative ways to assess them within the framework of an Escape Room Game (ERG). The ERG, embedded within an eLearning module developed in Rise 360, was designed to enhance learner engagement and motivation. By creating a gamified, psychologically safe environment, learners could actively practice new skills while reinforcing key concepts.

I structured the ERG around a progressive puzzle-solving experience. Learners would answer multiple-choice questions to earn puzzle pieces, each bringing them closer to the final challenge. Once all pieces were collected, they would face the ‘boss’—a master puzzle that, when solved, revealed the secret code needed to exit the ERG successfully.

To ensure an immersive experience, I carefully storyboarded the game’s look and feel, which informed the navigation and overall user experience. Key game mechanics included:

Countdown Timer to drive engagement and create a sense of urgency
Instant Feedback to reinforce new key learnings and to build confidence
Progress Tracker to visually display achievements and enhance motivation
Multiple Attempts and Rewards to encourage perseverance and satisfaction

During development, I employed a methodical approach that allowed me to meet a tight deadline. I first focused on designing the main room—the central hub controlling the timer, inventory, navigation, variables, and overarching storyline. I initially used visual placeholders for objects and focused on refining the ERG's functionality, before layering in polished images, audio, and video enhancements. This approach ensured a seamless, engaging, and interactive learning experience that truly made the training stick.