Prototype Showcase · AI-Assisted Design · 2026

Customer Comeback: AI-Enhanced Branching Simulation

A scenario-based customer recovery simulation, built with AI authoring tools to accelerate development without sacrificing instructional quality.

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Role
Learning Architect · LX Designer
Tools
Mindsmith AI, ChatGPT
Type
Portfolio prototype
Run time
~15 minutes

High-stakes skills that information alone won't build

Customer recovery is one of the highest-stakes skill sets in any service-oriented organization. When employees are underprepared for emotionally charged interactions, the consequences are real: customer churn, damaged brand perception, and escalated complaints that could have been resolved in a single conversation.

The challenge with teaching these skills is that information alone doesn't build them. De-escalation, empathy, and recovery require practice in realistic, consequence-driven environments.

A slide deck won't get you there. A branching simulation will.

AI-assisted development workflow

One explicit goal of this project was to explore how generative AI can accelerate instructional design while keeping a human designer in the decision-making seat.

01 · ChatGPT

ChatGPT generated the initial course framework, learning objectives, and the branching-scenario storyboard structure.

ChatGPT-generated branching script: a customer complaint leading to a decision point with calmer, frustrated, and escalation paths.
02 · Mindsmith AI

Mindsmith AI, an AI-powered authoring tool built for rapid course generation, took the script and prototyped the full lesson.

Mindsmith AI 'Build a Lesson' screen with the scenario prompt for the customer-recovery course.
03 · Manual refinement

I owned the manual refinement of all dialogue, feedback, and decision consequences, ensuring instructional accuracy, realism, and alignment with customer-experience best practices.

The refined Mindsmith course canvas: branching dialogue nodes with a customer-service rep and outcome feedback.

This workflow moved the project from concept to working prototype significantly faster than traditional development, while holding to the quality standards a human-centered approach requires.

Design highlights

Every choice served the same goal: build real customer-recovery skill through consequence, not content.

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What this piece demonstrates

The skills this project puts on display, start to finish.

A look inside

A short walkthrough of the branching simulation in action.

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Hosted on Mindsmith's free tier, which limits full branching. After the first scenario, you may see a "Try Again" prompt. Just scroll down to continue.

See it in action

Experience the simulation

The full interactive prototype is live. Step into the scenario yourself, or watch the 90-second walkthrough.

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