Story Board Moving Claim Process Ferrara

Moving Claim Inspection Process: This is a tutorial with one knowledge check and a branching path
scenario. This module explains the Moving Claim inspection process, defines common terms, and the
scenario based exercise provides the learner an opportunity to try out different customer service
responses.
Characters: The Furniture Medic and the Shipper. I will play both parts. The images will be
icons/illustrations and I (Nicole Ferrara) will narrate the situation, responses and consequences.
Fonts: Bodoni MT font. 60-point for title text, and Univers font 20 point for body text.
Colors: Font is black (RGB 0,0,0. HEX #000000) on white background and white (RGB 255, 255, 255. HEX
#FFFFFF) on black background. All colors and font colors have been run through Color Safe for 508
contrast ratios. Font colors of black and white were verified against any colored background to confirm
contrast meets 508 requirements.
Banner Colors:
• Light Gray: RGB 209, 215, 213, HEX # D1D7D5

• Black: RGB 25, 42, 46. Transparency 11%, HEX #192A2E
• Pale Blue: RGB 171, 185, 205. HEX #ABB9CD
• Brown: RGB 134, 85, 56. HEX #865538
• Maroon: RGB 95, 44, 38. HEX #5F2C26
• Teal: RGB 64, 107, 117. HEX #406B75
• Pillar: Teal RGB 49, 62, 82. HEX #313E52
• Pillar: Maroon RGB 95, 44, 38. HEX #5F2C26
• Pillar: Brown RGB 134, 85, 56. HEX #865538
• Pillar: Dark Gray RGB 65, 75, 77. HEX #414B4D
• Pillar: Light Gray RGB 104, 119, 112. HEX #687770
• Claim forms: Brown RGB 174, 86, 44. HEX #AE562C
Images: Real-world images of furniture, boxes and people.
Scenario: The scenario exercise will have icons/illustrations of people (the Furniture Medic and the
Shipper). Icons are used as placeholders in this storyboard. Interaction between the animated
characters will display with a back and forth conversation. Options in response will be provided. The
learner will choose their response and progress to the next slide. Consequences will be provided based
on the chosen response. Text will appear as close captioned at the bottom of the screen.
Navigation: A slide will introduce the navigation buttons for advance, previous, pause/stop and play.
Narration will be in a conversational tone.
Knowledge Check: Feedback will be provided for correct and incorrect answerers to the knowledge
check. The knowledge check can be taken multiple times.
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Ferrara – Storyboard
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Slide Content Notes Text and Narration
#
1 Open with still shot and Title Text: Moving Claim
Intro narration. Welcome to Module inspection process
slide to 1, Moving Claim inspection
module process Body:
Welcome to Module 1
2 Narration talks about how the Title Text: Introduction to

Intro learner will use the navigation Navigation
slide to for this tutorial. Body:
navigat For 508 requirements, I will Navigation buttons are at the
ion talk about using the arrow bottom of each screen.
buttons on the keyboard. Use your mouse to click the
Banner: Light Gray: RGB 209, buttons.
215, 213, HEX # D1D7D5. To advance the screen click
Font: Bodoni MT font. 60-point To go back one screen click
for title text, black, Body To Stop or pause click
Univers 20 point in black. To start the recording click
3 Narration: introduce topics Title Text: Topics

Topics that will be covered in this Body:
that tutorial. Objective
will be Font: Bodoni MT font. 60-point Moving claim components
covere for title text, black, Body Contact the shipper
d Univers 20 point in black. Explain the inspection process
Knowledge Check
Scenario Based Exercise
4 Narration: States the objective Title Text: Objective
Objecti of this module. Body:
ve Font: Bodoni MT font. 60-point Summarize the moving claim
for title text, black, Body inspection process for the
Univers 20 point in black. shipper.
5 Narration: Read the survey Title Text: Moving Stress

Moving results. Sets the tone. The Body:
stress image and the survey results “A survey, conducted by
give the learner a perspective OnePoll, found 45% of
and understanding of why a respondents say moving is by
shipper may be anxious, upset, far the most stressful event in
angry. Also introduces a bit of life, followed by going through a
humor. break-up or divorce (44%), and
Font: Bodoni MT font. 60-point getting married (33%).”
for title text, black, Body
Univers 20 point in black.
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6 Narration: Lists the Title Text: Moving Claim
Moving components and common Components
claim terms of a claim. The left side Body:
compo screen components will float Identify the claim request
nents in. Then the right side Is it inspection only?
components will float in as the Is it inspection and repair
components are mentioned. Shipper
Banner Black: RGB 25, 42, 46. Claims Adjuster
Transparency 11%, HEX Inventory
#192A2E PBO: Packed by Owner
Font: Bodoni MT font. 60-point PED: Pre Existing Damage
for title text, white, Body FVP: Full Value Protection
Univers 20 point in black.
7 Narration: Talk about the Title Text: Claim Forms
Claim components to look for on a
form moving claim form. Body: Talk about the
Claim form will appear and information that is included in a
areas of importance will be claim form.
zoomed in on.
Bodoni MT font. 60-point for
title text, black.
8 Narration: Title Text: Inspection request
Inspect Talk about the components to Body: Point out the inspection
ion look for on an Inspection request instructions and what
request request form. this means.
Form will float in and areas of
importance will be zoomed in
on.
title text, black.
9 Narration: Title Text: Contact the shipper.
Contac Contact the shipper, read the Body:
t the text in a conversational tone. Introduce yourself and tell the
shipper Banner Black: RGB 25, 42, 46. shipper what your role is.
Transparency 11%, HEX Confirm the shippers address
#192A2E. and preferred contact method.
Font: Bodoni MT font. 60-point Email, text, phone
for title text, white, Body
Univers 20 point in black
10 Narration: Explain the Title Text: Explain the inspection
Explain inspection process. process.
the One pillar at a time will float in Body:
inspect so the learner is not trying to Planning: How long will it take?
ion read everything but is listening Details: What does the
process to what is being said. inspection entail?
•Pillar: Teal RGB 49, 62, 82. Appointment: Schedule an
HEX #313E52 appointment.
•Pillar: Maroon RGB 95, 44, 38. Follow up: Confirm
HEX #5F2C26 appointment details
•Pillar: Brown RGB 134, 85, 56. Inspection: Complete the
HEX #865538 inspection and set expectations.
•Pillar: Dark Gray RGB 65, 75,
77. HEX #414B4D
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•Pillar: Light Gray RGB 104,
119, 112. HEX #687770
title text, black and Univers
font 20 point, white for body
text.
11 Narration: Let’s test your Title Text: Let’s Test your
Let’s knowledge! knowledge.
test Image displays Humor. Body:
your Time for a knowledge check!
knowle Banner Pale Blue: RGB 171,
dge! 185, 205. HEX #ABB9CD
font 20 point, black for body
text.
12 Narration: Instructions are Title Text: Knowledge Check
Knowle read. Body:
dge The knowledge check can be To demonstrate your knowledge
Check taken multiple times and of moving claim industry
feedback will be provided on terminology, pick one from the
correct and incorrect answers. list of options for each question
Banner Pale Blue: RGB 171, or statement for the following
185, 205. HEX #ABB9CD six questions.
Bodoni MT font. 60-point for Questions and feedback are
title text, black and Univers provided at the end of this story
font 20 point, black for body board.
text.
13 Learner advances the screen as Title Text: Continued
they answer the
questions/statements. Body: Questions and feedback
Banner Pale Blue: RGB 171, are provided at the end of this
185, 205. HEX #ABB9CD story board.
text.
14 Learner advances the screen as Title Text: Continued
they answer the Body: Questions and feedback
questions/statements. are provided at the end of this
Banner Pale Blue: RGB 171, story board.
185, 205. HEX #ABB9CD.
text.
15 Narration: Introduction to the Title Text: Scenario Based
Intro to scenario based exercise. Exercise
Scenari Text and animation: icons are Body:
o used as placeholders. Let’s practice with a scenario
based Interaction between the based exercise.
exercis animated characters will The following is a scenario
e display with a back and forth between a shipper and yourself.
conversation. Options in The shipper is anxious and upset
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response will be provided. The because of the move and the
learner will choose their damaged items. Using the
response and progress to the information covered in Module
next slide. Consequences will 1 choose the best response to
be provided based on the the situation.
chosen response.
Banner Brown: RGB 134, 85,
56. HEX #865538.
title text, white and Univers
text.
16 Narration: Scenario us set up. Title Text: Scenario 1
Scenari Role play Furniture Medic Body:
o1 shipper responses. You have reviewed the claims
Animation will be introduced request and it is for an
with icons/illustrations of inspection only. Contact the
Furniture Medic and Shipper shipper, introduce yourself and
talking. schedule the inspection
Introduction interaction appointment.
between Furniture Medic and FM: Hello my name is Nicole
shipper. Text responses will be and I am a Furniture Medic. I
cc at bottom of screen. have received your moving
Banner Brown: RGB 134, 85, claim and I would like to
56. HEX #865538, overlay schedule an appointment with
banner Black: RGB 25, 42, 46. you to inspect the damaged
Transparency 11%, HEX items.
#192A2E Shipper: Are you from the
Bodoni MT font. 60-point for moving company?
text.
17 Narration: Title Text: Scenario 1
Scenari Role play Furniture Medic Body: Choose one response:
o1 shipper responses. Icons are 1. FM: I am an independent
placeholders for vendor who supplies a well-
Animation with researched and documented
icons/illustrations of Furniture report to assist with the
Medic and Shipper talking. settlement of the claim.
Text responses will be cc at 2. FM: Well, the moving
bottom of screen. Two possible company hired me but I don’t
responses in this slide. work for the moving company.
Branching starts depending on Does that make sense?
the response.
56. HEX #865538, overlay
banner Black: RGB 25, 42, 46.
Transparency 11%, HEX
#192A2E
text.
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18 Narration: Title Text: Consequences
Conseq Role play Furniture Medic Body:
uences shipper responses. Response to #1
Animation with Shipper: Great. It is good to
icons/illustrations of Furniture know your report will support
Medic and Shipper talking. my claim.
Text responses will be cc at Response to #2
bottom of screen. Depending Shipper: Hmm. No, I don’t
on the response 1 or 2 will understand. I am not confident
determine the consequence. you know what you are doing.
Banner Maroon: RGB 95, 44, Who is your boss?
38. HEX #5F2C26, overlay
#192A2E
text.
19 Role play Furniture Medic Title Text: Consequences
Conseq shipper responses. Icons are Body:
uences placeholders for Response to #1
Animation with Shipper: Great. It is good to
icons/illustrations of Furniture know your report will support
Medic and Shipper talking. my claim.
Text responses will be cc at Response to #2
bottom of screen. Two possible Shipper: Hmm. No, I don’t
responses in this slide. understand. I am not confident
Branching will depend on the you know what you are doing.
response. Who is your boss?
Banner Maroon: RGB 95, 44,
#192A2E

text.
20 Role play Furniture Medic Title Text: Scenario 2
Scenari shipper responses. Body:
o2 Animation with Shipper responds:
icons/illustrations of Furniture Shipper: How long will this take?
Medic and Shipper talking. I am very busy.
Text responses will be cc at Choose one response
bottom of screen. Two possible 1. FM: Based on the list of items
responses in this slide. on your claim, this appointment
Branching depends on the shouldn’t take more than an
response. hour. I inspect the items on your
Banner Brown: RGB 134, 85, claim, photograph the damage,
56. HEX #865538, overlay and write up my observations.
banner Black: RGB 25, 42, 46. Each item is researched for
replacement costs. Repair
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Transparency 11%, HEX estimates are included for items
#192A2E that can be repaired.
Bodoni MT font. 60-point for I can schedule you anytime
title text, white and Univers Monday – Friday from 9:00 -
font 20 point, black for body 6:00 pm.
text. 2. FM: It can take an hour or so.
I have to look at everything you
put on your claim. I can
schedule you anytime Monday –
Friday from 9:00 -6:00 pm with
a three hour window of when I
will arrive.
21 Role play Furniture Medic Title Text: Scenario 2
Scenari shipper responses. Icons are Body:
o2 placeholders for Shipper responds to number 1
Animation with F
icons/illustrations of Furniture
Medic and Shipper talking.
Text responses will be cc at
bottom of screen. Two possible
responses in this slide.
Branching depends on the
response.
56. HEX #865538, overlay
#192A2E
text.
Conseq shipper responses. Body:
uences Animation with Response to #1
icons/illustrations of Furniture Shipper: That sounds very
Medic and Shipper talking. thorough. I work during the
Text responses will be cc at week. Is it possible for you to
bottom of screen. Two possible come on a Saturday?
responses in this slide. Response to #2
Branching depends on the Wait. You expect me to wait
response. around for three hours and you
Banner Maroon: RGB 95, 44, don’t know how long this will
38. HEX #5F2C26, overlay take? I can’t afford to waste a
banner Black: RGB 25, 42, 46. full day. I would have to take off
Transparency 11%, HEX work. My 16 year old daughter
#192A2E will be home. She can show you
Bodoni MT font. 60-point for around.
text.
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Conseq shipper responses. Icons are
uences placeholders for
Animation with
responses in this slide.
Branching depends on the
response.
Banner Maroon: RGB 95, 44,
#192A2E
text.
24 Role play Furniture Medic Title Text: Final Response
Final shipper responses. Icons are Body:
respon placeholders for Consequence 1
se Animation with FM: Yes. I can make Saturday
icons/illustrations of Furniture work. We do keep a few
Medic and Shipper talking. openings on Saturdays for
Text responses will be cc at people who are not available
bottom of screen. Two possible during the week. I can put you
responses in this slide. The down for 10:00 AM on Saturday.
customer service outcome is If that is agreeable, I will follow
determined based on the up with an email confirmation
response. and copy your adjuster.
Banner • Teal: RGB 64, 107, Consequence 2
117. HEX #406B75, overlay FM: I am sorry, but I need to
banner Black: RGB 25, 42, 46. meet with an adult. If I can’t get
Transparency 11%, HEX you scheduled I will have to
#192A2E report back to the claims
Bodoni MT font. 60-point for adjuster.
text.
25 Role play Furniture Medic Title Text: Final Response
Final shipper responses. Icons are
respon placeholders for
se Animation with
responses in this slide. The
customer service outcome is
determined based on the
response.
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Banner Teal: RGB 64, 107, 117.
HEX #406B75, overlay banner
Black: RGB 25, 42, 46.
#192A2E
text.
26 Narration: Conversational tone Title Text: Summary
summa used for summary. Provide Body:
ry alternatives to handling this Another way to handle this
customer service interaction situation. When a shipper is
with the shipper. Overlay stressed and difficult to work
banner Black: RGB 25, 42, 46. with try to turn the situation
Transparency 11%, HEX around.
#192A2E Ask the shipper what would be
Bodoni MT font. 60-point for a better time to meet and listen.
title text, white and Univers Offer to reduce the arrival
font 20 point, black for body window time and restate the
text. importance of the inspection.
Let the shipper know that the
FM’s goal is to provide the
moving company a well-
researched inspection report so
that the claims adjuster can
settle the claim quickly without
having a lot of back and forth
between the shipper, FM, and
claims adjuster.
27 Narration. Thank you for Title Text: Thank you
Thank completing module 1 on the
you Moving claims inspection
process.
Overlay banner Black: RGB 25,
42, 46. Transparency 11%, HEX
#192A2E
text.
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Knowledge Check:
Instructions. To demonstrate your knowledge of moving claim industry terminology, pick one from the list of
options for each question or statement for the following six questions.
1. What is the acronym used to describe pre-existing damage to an item that is not associated with the
move?
a) PED
b) PBO
c) FVP
Feedback:
Correct! PED is the acronym used to describe pre-existing damage to an item that is not associated with the move.
Incorrect. PED is the acronym used to describe pre-existing damage to an item that is not associated with the
move.
2. What is the acronym used to describe items that are packed by an owner?
a) PED
b) PBO
c) FVP
Feedback:
Correct! PBO is the acronym used to describe items that are packed by an owner.
Incorrect. PBO is the acronym used to describe items that are packed by an owner.
3. What is the acronym used to describe full value protection moving insurance?
a) PED
b) PBO
c) FVP
Feedback:
Correct! FVP is the acronym used to describe full value protection moving insurance.
Incorrect. FVP is the acronym used to describe full value protection moving insurance.
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4. What do you call the person who owns the goods being transported?
a) Shipper
b) Customer
c) Homeowner
d) Vendor
Feedback:
Correct! The shipper is the person who owns the goods being transported.
Incorrect. The shipper is the person who owns the goods being transported.
5. What do you call the representative who settles claims against a moving company for damage or loss of
household goods during a move.
a) Shipper
b) Customer
c) Vendor
d) Claims Adjuster
Feedback:
Correct! The claims adjuster is the representative who settles claims against a moving company for damage or loss
of household goods during a move
Incorrect. The claims adjuster is the representative who settles claims against a moving company for damage or
loss of household goods during a move.
6. What do you call the detailed list of the quantity and condition of household items.
a) Inspection report
b) Inventory
c) Moving Claim
d) Packed by Owner
Feedback:
Correct! An inventory is a detailed list of the quantity and condition of household items.
Incorrect. An inventory is a detailed list of the quantity and condition of household items.
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Story Board Moving Claim Process Ferrara

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Moving Claim Inspection Process: This is a tutorial with one knowledge check and a branching path

• Light Gray: RGB 209, 215, 213, HEX # D1D7D5

Images: Real-world images of furniture, boxes and people.

Narration will be in a conversational tone.

2 Narration talks about how the Title Text: Introduction to

3 Narration: introduce topics Title Text: Topics

5 Narration: Read the survey Title Text: Moving Stress

Bodoni MT font. 60-point for

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