Kam’s Koffee
This is an interactive eLearning course that is designed to allow learners to explore and practice effective customer service strategies.
Audience: Baristas at Kam’s Koffee shop
Responsibilities: Instructional Design, Needs analysis (Action Mapping), Storyboarding, Visual Design, Mockups, eLearning Development and Publishing
Tools Used: Microsoft OneNote, MindMeister, PowerPoint, Articulate Storyline
KPI: Customer service practices will improve overall customer experience and lead to better return customer rates.
The Problem
This concept project is for Kam's Koffee, a new and growing local coffee shop. In the last couple of months, the company has been experiencing unsatisfactory reviews from their customers and the rate of return customers has dwindled.
Customer reviews are showing that barista's are lacking in fundamental skills pertaining to customer service. The culture is becoming unhealthy and morale has suffered.
The Solution
After defining and analyzing the problem, I determined that a combination of solutions would best help build employee's confidence in servicing their customers appropriately and effectively. Alongside an immersive eLearning experience, recommended solutions include: live workshops, periodic team-meetings to review customer service fundamentals, and culture coaching.
This eLearning solution allows employees to learn and practice key customer service principles including the importance of positive first impressions, effective communication, and responsiveness. I also created a quick-reference resource for shift-managers. This will serve as a reminder of key points to remember when implementing effective customer service practices.
My Process
Using the ADDIE model, I took careful action with each step of my process until I was confident with the look, feel and content of the learning experience. My process includes several steps before full development. These steps include: action mapping, drafting a story board, designing visual mockups and developing a fully working course.
Action Map
For this concept project, I had an SME from a very well-known chain coffee shop to draw information from. Their knowledge and experience was extremely useful in designing the concept of the eLearning module. I used this information to identify and analyze the problem, determine a solution, and develop learning objectives. This action map includes detailed items that are necessary for ensuring the learning solution provides participants with best customer service practices that are oriented around a measurable goal of increased customer satisfaction.
Text Based Storyboard
Visual Mockups
When I was confident that my storyboard laid out an engaging, learner-centered experience, I moved on to the visual design steps of my process. I sought to bring the storyboard to life with engaging visuals to hold the learner's attention without causing too heavy of a cognitive load.
I then used insight from the action map to build questions, actions and consequences into a text-based storyboard. To help learners internalize desired behaviors and strategies, I included scenario-based scenes in which the learner has to make a choice. This storyboard serves as an outline for the development of the immersive eLearning experience for employees.
Full Development
Finally, when I felt confident in all of my steps, I got to work building the entire eLearning course, complete with transitions, buttons, audio descriptions, quiz questions and characters. I worked on these transitions, triggers and slides until everything flowed perfectly together. Lastly, I asked for feedback from multiple different sources and made minor changes to enhance the overall learning experience even further.