Scenario-based eLearning for barista training
Coffee Chat is designed to give new baristas an opportunity to navigate difficult conversations with customers in a safe environment and see the consequences of their choices.
Baristas learn to effectively engage customers, creating impacts on customer satisfaction KPIs, leading to increased sales and employee retention.
Overview
Audience
New baristas at the Green Bean Cafe who have already successfully passed bar training.
Responsibilities
Instructional Design, Consulting with Subject Matter Experts (SMEs), Needs Analysis (Action Mapping), Script Writing, Storyboarding, Visual Design, Mockups, eLearning Development, Implementing Learner Feedback, and Quality Assurance.
Tools Utilized
Articulate Storyline, Vyond, Adobe XD, Adobe Illustrator, Adobe Photoshop, Adobe Audition, Twine, Miro, Revoicer, MindMeister, and Google Docs.
KPI
Complaints in the company app will decrease 20% by the end of next quarter as baristas ask questions to ensure order accuracy.
New baristas at the Green Bean Cafe who have already successfully passed bar training.
Responsibilities
Instructional Design, Consulting with Subject Matter Experts (SMEs), Needs Analysis (Action Mapping), Script Writing, Storyboarding, Visual Design, Mockups, eLearning Development, Implementing Learner Feedback, and Quality Assurance.
Tools Utilized
Articulate Storyline, Vyond, Adobe XD, Adobe Illustrator, Adobe Photoshop, Adobe Audition, Twine, Miro, Revoicer, MindMeister, and Google Docs.
KPI
Complaints in the company app will decrease 20% by the end of next quarter as baristas ask questions to ensure order accuracy.
Design Process
I started this project using the following as my guides:
·Map It by Cathy Moore
·ADDIE model
·Human-centered design principles
·Adult learning theory
I acted as a consultant utilizing 2 Subject Matter Experts (SMEs) to:
·Create an action map
·Write scripts and storyboards
·Design visual mockups
·Build a prototype
·Develop the full course
·Map It by Cathy Moore
·ADDIE model
·Human-centered design principles
·Adult learning theory
I acted as a consultant utilizing 2 Subject Matter Experts (SMEs) to:
·Create an action map
·Write scripts and storyboards
·Design visual mockups
·Build a prototype
·Develop the full course
Within each step, I iterated on my designs and implemented SME and test-user feedback until the visual designs and copy fully supported a streamlined learner experience and the KPI of the project.
Testimonials
The final product was embraced by my focus group, SMEs, and the learning and development community.
Here are some testimonials:
Here are some testimonials:
Interested in working together?