Workflow support
Use when learners need help diagnosing a problem and choosing the next useful action.
Guided recovery
Turn confusion into a structured path instead of dumping learners into a policy page or support queue.
HTML/CSS/JS
Works as a standalone web prototype, Rise embed, Storyline web object, or support-page component.
Why this pattern exists
Troubleshooting is usually where learning gets real.
People rarely need support when everything goes perfectly. They need support when the process breaks, the instructions do not match reality, the tool behaves strangely, or the next step is unclear.
This prototype gives learners a guided path through that messy moment. Instead of forcing them to search through a long document, it helps them identify the issue, check the likely cause, and choose a practical next action.
The goal is not to replace human support. The goal is to reduce avoidable confusion and help people move forward with more confidence.
Live prototype
Follow the troubleshooting flow.
Choose the issue, check the likely cause, and review the recommended next step. This same model can be adapted for onboarding, app support, workflow guidance, safety checks, or operational triage.
Step 01 · Identify the issue
What problem is the learner seeing?
Start by naming the signal. A useful troubleshooting flow begins with the problem the learner can actually observe.
Step 02 · Check the likely cause
What should they check first?
The best troubleshooting flow rules out simple causes before sending people into heavier support paths.
Step 03 · Choose the next useful action
What should happen next?
The final step should help the learner act, recover, or escalate with useful context.
Design notes
Troubleshooting support should feel like help, not homework.
Start with the signal
Use language the learner would actually recognize: “I see an error,” “the screen does not match,” or “I am not sure what to do next.”
Keep checks lightweight
Ask for the simplest useful check before escalating, restarting, or sending learners to a wall of documentation.
Escalate with context
If learners need help, make sure the flow captures what happened, what they checked, and where the process broke.
Best used for
Where this prototype fits.
App or tool support
Guide learners through common screens, mismatches, error states, and next steps.
Operational readiness
Help people recover when the real workflow does not perfectly match the training version.
Performance support
Turn a static job aid into a decision path that points learners toward useful action.
Manager support
Give managers a simple path for diagnosing coaching, confidence, or workflow barriers.
Starter code
Copy the basic troubleshooting flow structure.
This starter is intentionally small. Use it as a base for a hosted HTML page, Rise embed, Storyline web object, or internal support page.
<div class="troubleshooting-flow">
<h3>What issue are you seeing?</h3>
<button data-next="instructions">
Instructions do not match the situation
</button>
<button data-next="tool">
The tool is not behaving as expected
</button>
<button data-next="confidence">
I am unsure what to do next
</button>
<div class="troubleshooting-result" aria-live="polite">
<h4>Next step</h4>
<p>Choose an issue to see guidance.</p>
</div>
</div>
<script>
const guidance = {
instructions: "Compare the current situation to the expected flow and identify where it diverges.",
tool: "Refresh, verify the tool state, and capture the exact error or screen.",
confidence: "Use a short example or decision guide before restarting the full learning experience."
};
document.querySelectorAll("[data-next]").forEach(function(button) {
button.addEventListener("click", function() {
const key = button.getAttribute("data-next");
document.querySelector(".troubleshooting-result p").textContent = guidance[key];
});
});
</script>Design Lab
Troubleshooting is learning at the moment of need.
Use this pattern when the learner does not need another module. They need a clear path through a messy moment.