Scenario-Based eLearning Training
Audience: Front-End Restaurant Staff
Responsibilities: Instructional Design, eLearning Development,
Visual Design, Storyboarding, Action Mapping
Tools Used: Articulate Storyline 360, Adobe Photoshop, Adobe Illustrator, Google Suite
Overview
This project was created for restaurant managers and front-end staff to better train their employees on how to navigate a difficult customer who may have an issue with their food. The goal for this scenario-based eLearning experience was for staff members to analyze and then reflect on their choices towards the customers and how they may affect the customer's experience.
This experience allows an employee to work through the whole dining experience from beginning to end and see how their choices are connected with the real-world consequences. In this project, I also included a gamified meter that reflected the customer's mood depending on the service that was being given. As the scenario ends, positively or negatively, a review is given by the customer based on how the customer thought their restaurant experience went.
Problem and Solution
After the discussion of the problem and the proposed solution, I focused on my conversation with a restaurant manager. Since the restaurant industry has many unique and challenging issues that could arise with customers, we decided to focus on a generic outline for the action map and what would keep the customer happy. The left side is focused on greeting the customer and continually checking on their needs. The right side is focused on if something goes wrong, how can we fix it with success and make a customer satisfied.
Process
This project was first developed as a prototype in Adobe XD. After this Adobe Illustrator and Adobe Photoshop were used to modify and adjust the vector images. Then, Articulate Storyline 360 was used to create the rest of the learning experience. This project included a variety of triggers and variables in a branching scenario as each choice the manager makes can and will lead to a different result at the end.
This training was created to help restaurant staff better prepare for customers. In this module, the problem relates to an order being cooked incorrectly and not meeting the customer's needs. The server/manager in this case is presented with multiple solutions to help retain the customer and ultimately solve the problem so they are a lifelong and returning customer. Each choice the server/manager makes impacts the review that the customer will leave on social media at the end of their restaurant experience.
The storyboard was vital to the project and allowed for success when building out the project in Storyline. This storyboard guided my interactions and programming into one document and was a great reference tool. In this scenario-based project, there are branching interactions that either increases or decreases the customer's happiness. Included in the project is a notepad with customer success notes that can be referenced throughout the course. Also included in the course was a customer happiness meter, which changes either positively or negatively when a behavior is chosen.
Takeaways
It was important for me to use and reference the storyboard I created before beginning the project. This allowed me to stay on track and have a reference for when I became stuck. I was also pleased with the graphic design of the project. I used Adobe Photoshop the most; creating buttons, altering character faces, the success meter, etc.
If I were to do this project again, I would like to include some sort of very short introduction video, either via Premier Pro or Vyond. I have subsequently done this in other projects and it allows for more user immersion.