Simulation for Managing Telephone Anxiety (German Language)
*Edit* My project won the annual theme (iCare!) of this year's German Multimedia Award :)
Telephone anxiety describes an irrational fear or aversion to making phone calls. This relatively overlooked issue became particularly apparent to me during the early days of the COVID-19 pandemic. It quickly became clear that many services would soon require appointments. While I personally had no issues with phone calls, I observed that some of my new acquaintances would procrastinate or avoid phone calls altogether, even when it had consequences. This phenomenon was especially common when contact via email or online forms was not an option.
I found this situation so alarming that I dedicated my Bachelor’s thesis to this topic. Driven by my passion for video games and the lack of digital tools in this area, I aimed to develop a prototype within five months that could assist individuals with everyday phone calls. The prototype is based on research into coping strategies, therapy approaches, existing digital applications for social anxiety, and my own survey.
The core idea involves simulated routine phone calls that allow users to gradually confront their fears in a controlled environment. Users can practice scenarios such as ordering food, making reservations, and scheduling doctor’s appointments. To support this, the application provides checklists for conversation flow and key content. Additionally, the program includes a "problem phone call" where users learn the principles of nonviolent communication to de-escalate challenging conversations.
My project won the annual theme (iCare!) of this year's German Multimedia Award :)
The start overview provides the option to display a smartphone via the button at the bottom right. Additionally, by clicking on the tabs, you can access the respective checklists.
Using the drag-and-drop mechanism users can move relevant conversation content into the corresponding fields. These contents can be found in the various apps on the smartphone.
A list of all the apps included in the application, which contain checklist items for conversation preparation. Relevant content is highlighted or presented as readable items, in contrast to placeholder text.
After completing a checklist item, a small blue info button appears. Clicking on this button opens a window that provides additional information about the conversation point, while the smartphone disappears.
When the user feels adequately prepared, they can open the call function of their smartphone and start the desired call by dialing the appropriate number.
After dialing a number, the call setup proceeds with the typical phased ringing, similar to a regular phone call. The user is then greeted by the intended party and can proceed to verbally communicate their concern and receive a response.
After successfully completing the three routine phone calls, the secret of the purple "???" tab is revealed. It turns out to be the task of handling a conversation that is getting out of control.
The checklist for the problem call is pre-filled. The user will call a fictional provider to change their number, but the employee will struggle to find it and end the call in frustration. The user is informed of this scenario in advance to reduce stress.
To manage the problem call, the user learns Nonviolent Communication (NVC), which involves expressing feelings and needs respectfully. This method, taught through information panels, fosters understanding and respect.
To reinforce what they've learned and prepare for responses during the problem call, the user can use drag-and-drop interactions to match phrases with the four stages of Nonviolent Communication, creating a guide for the out-of-control situation.
The problem call is repeated. This time, the user applies the four stages of Nonviolent Communication with guidance on the correct phrases, helping to calm the employee and successfully resolve the call.
After successfully completing all routine calls and the problem call, a small confetti explosion and applause provide an additional reward. This screen signifies the end of the simulation.