Project Details
Creating a Scenario-Based eLearning for Baristas
Client
A local coffee shop chain
Service
Custom eLearning Development
Role
Instructional Designer, eLearning Developer, Visual Designer
Date
18 August 2023
Tools Used
Articulate Storyline, Figma, Adobe Illustrator, Animaker, Google Suite
The Challenge
A local coffee shop faced a pressing issue: baristas weren’t promoting seasonal Pumpkin Lattes effectively, leading to low sales and missed opportunities to build customer loyalty. Additionally, their communication skills with customers during tense moments needed improvement, negatively impacting the customer experience.
The client approached me to design a solution that would empower new hires with the skills and confidence to address these challenges.
The Solution
After an in-depth needs analysis, I discovered that the root of the issue wasn’t just a lack of knowledge – it was a lack of practice. To address this, I proposed a scenario-based eLearning experience that allowed baristas to:
- Practice customer interactions in a safe environment.
- Make choices and see the consequences in real time.
- Improve communication and upselling skills through interactive, gamified scenarios.
The course also featured a star rating system to motivate learners and provide immediate feedback on their performance. The client loved the concept, and we moved forward with development.
The Process
When I first met with the local coffee shop owners, they shared their biggest challenge: baristas struggling to promote seasonal Pumpkin Lattes and failing to connect with customers. I knew this wasn’t just a sales issue – it was a training opportunity to empower their team with both communication and customer service skills.
Step 1: Action Mapping
I collaborated with stakeholders to identify the performance gaps and set measurable learning objectives. This ensured the training addressed real-world challenges, not just theoretical knowledge.
Step 2: Storyboarding
I created detailed storyboards using Figma to map out the learner’s journey. Each scenario mirrored real-life customer interactions, complete with dialogue and decision points to simulate critical moments on the job.
Step 3: Prototyping
To test the concept, I built a low-fidelity prototype in Articulate Storyline. The prototype included one scenario, demonstrating how baristas could practice handling difficult customers. Stakeholder feedback at this stage was crucial for refining the final design.
Step 4: Visual Design & Development
Using Adobe Illustrator, I designed visuals that aligned with the coffee shop’s branding – cozy, modern, and inviting. I then developed the full course in Articulate Storyline, incorporating:
- Interactive dialogues with branching paths.
- A gamified star rating system for instant feedback.
- Engaging animations created with Animaker to bring scenarios to life.
Step 5: Iterative Testing & Deployment
The course underwent multiple rounds of testing to ensure smooth functionality and user-friendly navigation. Once approved, the final version was deployed through the client’s LMS, ready to transform their barista training.
The Results
- 100% participation rate from newly-hired baristas.
- Increased sales of Pumpkin Lattes by 20% within the first month of deployment.
- Positive feedback from both learners and management, who noted a marked improvement in customer interactions.
- A scalable training solution that the client plans to reuse for future seasonal promotions.
Takeaways
This project showcased my ability to:
- Design impactful, scenario-based learning experiences that address real business challenges.
- Combine gamification, interactivity, and storytelling to engage learners and drive results.
- Work collaboratively with stakeholders to create custom eLearning solutions that align with business goals.