Question: 1/50
You are designing an Oracle Guided Learning (OGL) guide for new customer service agents who must complete a case creation workflow with minimal supervision. Which approach best supports guided, in-the-moment learning without overwhelming the user?
Break the workflow into short, sequential steps with clear action-oriented instructions and only the necessary context per step
Provide a single long step that contains the entire procedure so users can scroll as needed
Use mostly policy text and definitions first, then list the steps at the end
Use pop-ups for every field on the page to explain all possible options in detail