Modivcare Meal App: Customer Service Training for a New App Launch

Modivcare Meal App: Training for a New App Launch

The Challenge

Modivcare developed a new mobile app to streamline the ordering and delivery of chef-prepared, healthy meals to members’ homes. Before its public release, Modivcare needed to train their customer service team on how the app works—from account setup to order tracking—so they could confidently support members and reduce confusion during rollout.

The challenge was to create a course that was both visually engaging and simple to follow, reflecting the app’s interface and use cases while also promoting empathy and user-centered support.

The Solution

We designed an interactive eLearning module that mirrored the real app flow and provided hands-on walkthroughs of its features:

Step-by-step demonstrations using app screenshots and animations to show how to create accounts, set meal preferences, and track orders.
Scenario-based activities that allowed reps to practice handling realistic member calls with empathy and accuracy.
A clear visual design that mimicked the feel of the app while remaining WCAG-compliant and easy to navigate.

The result was a highly accessible and effective course that prepared reps to assist members from day one of the app launch.

The Outcome

The training successfully prepared Modivcare’s customer service team to support the app’s launch with confidence and care. By simulating real-life interactions and walking learners through the app’s interface step-by-step, the course reduced internal support time, improved agent readiness, and ensured a smoother experience for members.

The use of scenarios and empathy-driven communication helped reinforce soft skills, while the visual alignment with the app interface made the learning feel familiar and relevant. The training was delivered on time and met the client’s goals for clarity, accessibility, and learner engagement.

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