​
Scenario-Based eLearning Training
This scenario-based eLearning project is intended to aid Baker’s Assistant to interact efficiently with customers and manage kitchen areas. A Baker’s Assistant determines business-customer-relationships, improves consumer retention and increases business revenue.
Audience: Baker’s Assistant
Responsibilities: Instructional Design, eLearning Development, Visual Design, Storyboard, and Mockups
Tools Used: Articulate Storyline, Adobe XD, Adobe Illustrator, Mindmesiter.
​
Overview
​
The client is a local baking company that provides custom cakes and deserts to a variety of clientele. This project addresses performance issues exhibited by a Baker’s Assistant.
The client was concerned because new Baker’s Assistants were not properly interacting with customers. Baker’s Assistants were not accomplishing tasks needed in the services over their 5 - 7 custom cakes per week. This resulted in poor service experiences for some customers. Without full acknowledgement of a customer-focused end product, retention will decrease and competitors will benefit from lost revenue.
Subsequently the company’s customer service policy documents were non-existent and speaking further with lead management, there was determination that the root cause of performance issues was due to lack of skill and knowledge. Therefore, we determined on a scenario-based eLearning training.
Process
Throughout this project there continued to be ongoing analysis and adjustments.
I designed and developed this eLearning experience from beginning to end. To achieve this I created an action map to identify task needs, designed a storyboard and hi-fi prototype in Adobe XD, then developed and implemented Storyline eLearning content with ongoing evaluation and user testing.
​
Action Map
To conduct a training needs analysis and identify pain points for an eLearning solution, I worked with Krissy’s Cakes Lead Baker, who acted as my SME through the project. I conducted informal interviews to better comprehend the Baker’s Assistant responsibilities, expectations, and common mistakes. I used Mindmeister to develop an action map to identify performance tasks and practice activities. Prepare the kitchen and increase customer satisfaction by following company protocols for customer intake and effective communication about customers' cake wishes. The function of the action map was to identify pain points, construct learning objectives, and determine performance indicators needed for a Baker’s Assistant to do in order to prepare the kitchen and increase customer satisfaction. This led me to develop a scenario based eLearning experience.
​
After some evaluation we find opportunities where eLearning would not be needed, such as labeling ingredients and properly organizing baker’s tools. Secondly, we were also able to create role play scenarios between Baker’s Assistant and customer. We practiced asking follow-up questions during Customer Intake to fully understand the customer's needs. Therefore, we referred to the customer follow-up questions without having to use eLearning resources. We referred to the County of Los Angeles Public Health for lawful food handling and sanitation during Kitchen Preparedness which allowed for specific business task needs. This helped before proceeding with unnecessary eLearning training.
The following are high priority actions needed for a Baker’s Assistant:
-
Complete customer intake
-
Adhere to all food handling and sanitation guidelines - as determined by California Food Handler’s Permit
-
Accurately and sanitize the various bakery equipment
-
Weigh, sift, measure and mix baking ingredients
-
Bake and Decorate
We will walk through the steps needed for what the Baker’s Assistant will be learning, as we move through the course we will be recalling information presented in the instruction, learner will be able to independently perform and receive instant feedback, as we continue assessing performance the consequences are determined based on responses from customer or the Lead Baker.
Storyboard
Layout incorporated slides, text and programming notes. The five high priority actions from the action map became the source for correct answer choices, while common mistakes were used as distractors.
While discussing with my SME we identified real-life consequences that an Assistant Baker would face either with a customer or Lead Baker.
​
​
​
Visual Mockups / Lo-Fi Prototype
Once receiving approval for the storyboard by the Lead Baker at Krissy’s Cakes we proceeded with creating Adobe XD visual mockups. Because of this, the Lead Baker was able to get a better sense of the project direction. Adobe XD makes it easier to quickly emphasize and evaluate my slides prior to Storyline 360º development. In addition, I was able to produce a lo-fi prototype to create a better flow for the user experience.
With this I received feedback into creating an “Assistant” resource throughout the course that the user could refer to when needing help. Therefore, I decided to add a chef icon that the user would be able to access.
The color theme was based on the company's logo and chose a font type and weight for all heading and body text. Graphics were sourced and used Adobe Illustrator to edit to align closest with the color palette before importing them into the visual mockups in Adobe XD.
​
We proceeded with developing a storyboard that assisted the SME to understand elements of the eLearning project. I included slides, text, programming notes, and visuals in one document. I drew the text from the previous storyboard, added additional programming notes and incorporated screenshots from Adobe XD.
​
Hi-fi Prototype
Once we’ve established an understanding of the layout and flow of the eLearning project we moved into creating the Hi-Fi prototype in Articulate Storyline 360º. From the lo-fi prototype in Adobe XD, I understood the flow of the user and was better able to focus on the functionality and animation in Articulate Storyline 360º.
After receiving feedback from the lo-fi prototype, in this I brought in elements of a chef assistant icon and a progress identifier that the client requested. Once establishing the crucial elements of the layout we proceeded with completing the following high priority tasks.
Results & Takeaways
Full development of this project was challenging but ultimately rewarding applying knowledge in a timely manner. Product was received well and with gratitude. The main feedback was the project felt professional and was easy to use. The Lead Baker was grateful to have this piece of resource for new onboarding members to be able to spend more focus on cakes themselves.
Identifying performance problems that could be resolved without eLearning material was an enlightening experience. It provided insight into using our time wisely and efficiently, which the client was appreciative of that I had the businesses best interest in mind.
The development phase was instrumental in better understanding the tools used to better create professional and high quality eLearning experiences for the user.