After analyzing online customer reviews and observing baristas during busy, peak hours, it was apparent that baristas were not prioritizing tasks when feeling stressed. Because the problem was performance related, I proposed that employees meet with managers for a question/answer session centered around poor customer reviews, and then complete a scenario-based eLearning course to help baristas practice using customer experience techniques in a real-world setting. I also suggested that new managers go through the training to be aware of expectations and when to lend a hand during stressful, customer encounters. This learning experience provides feedback through a survey to help baristas analyze their progress and advocate for further training needs.

I relied on the ADDIE model to iterate on each step of my process which included a needs analysis, action map, text-based storyboard, and interactive prototype.

I sourced my own materials and acted as a subject matter expert (SME) for this project. I started out with a measurable performance goal, which is purple in the center of my action map below. Once I came up with observable tasks and behaviors, I began narrowing them down to four categories that would have the biggest impact and contribute the most to the business goal. These are the actions baristas would demonstrate in order to improve customer experience. These actions are shown on the action map below. I linked each action with a consequence and used a star reward system for good choices. This allows the learner to assess their progress and take ownership of their skillset. The mentor will give further feedback by explaining each choice to reinforce the concept.

Once the visual mockups were approved, I used Articulate Storyline 360 to create an interactive prototype. I included a title screen, scenario introduction, mentor introduction, one question with correct and incorrect consequences, sound effects, and custom animation using motion paths and audio. This would give the look and feel of the course.

I delivered this prototype to my audience to receive feedback. After applying feedback from the prototype, I had the basic framework and overall look and feel. I began creating the final product and moved into the full development phase.

Each scenario is framed in a coffee shop to create a real-life feeling. I incorporated different features such as mentor feedback, customer reviews, branching scenarios, sound effects, and consistent visual design. All of these features add to the learner's experience and create an engaging experience that is centered around the performance objective. The learner is kept actively engaged and is given the chance to evaluate where they are at in the learning process. The project ends with a survey to give the learner to a chance to advocate for additional training options if needed.

Features

Mentor Feedback: For each question, the learner can assess a mentor named Amaya to give the learner more information. This will provide guidance, but will not give the answer. Once the correct choice is made, the mentor will provide clarity on why this choice is the priority during busy, peak hours.

Simple Gamification Elements: Learners are able to earn stars to boost engagement, and sound effects are used with correct and incorrect answers.

Customer Reviews; Customer review reports are used to demonstrate that each choice is an action that leads to a result.

Scenario-Based Scenes: Learners are immersed in scenarios to create real-life applications of skills. This not only engages the learner, but it provides feedback and emphasizes that each choice leads to a consequence.