e-Learning
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Tools used: Articulate Storyline, Vyond, Canva, Well Said Labs
Additional deliverables: Action Map | Design Document | Storyboard
Guest Service Strategy for Restaurant Hosts
Audience: All new and current Bold Burgers Restaurant Host Staff
Problem: Bold Burgers has seen an increased number of negative internet and comment card reviews about the customer service of their host staff. The goal is to increase the amount of overall positive host reviews by 40% by the end of the year.
Solution: New and current host staff will complete this e-learning module by practicing what to do in 5 realistic scenarios commonly encountered when seating guests, including welcoming and seating guests, flag down situations, and navigating guest wait times. They will then shadow lead hosts on a shift to see the process in action. Finally, they will complete a follow-up shift to demonstrate that they can successfully implement the proper actions in various scenarios.
Highlights: This course includes an animated host who guides the learner through 5 different seating scenarios, guest feedback provided on a comment card based on the learner's selection, and stars awarded to the learner to track correct responses.
Process: After reviewing negative comment card feedback involving the host staff, I chose scenarios that were most commonly mentioned by guests. Then, I created the Design Document and Storyboard to provide more details on each scenario and receive approval from the client. I developed each scenario as an animated video in Vyond, embedded them into Storyline, and added the interactive scenario questions. After the implementation of the training, I would evaluate the results of the training using:
Kirkpatrick's level 2 of evaluation: This would consist of a final assessment at the end of the training. This assessment would include 5 questions, with a passing score of 80 percent. The questions would be based on common scenarios Hosts encounter during their shifts at the restaurant.
Kirkpatrick's level 3 of evaluation: This would consist of a consult with the Host Manager at Bold Burgers 6 months after the implementation of the training to determine how effective the post-training shadow and follow shifts were and whether or not Hosts were more equipped to handle various scenarios, and if guest feedback regarding the host staff had improved.
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Tools used: Articulate Storyline 360, Well Said Labs
Additional deliverables:
Breast Cancer Awareness
Audience: Women of any age who have a desire to learn more about breast cancer risk, early detection, and prevention.
Problem: Breast Cancer is one of the most common cancers in women. In the past 20 years, the breast cancer diagnosis rate for women under 40 has increased. Women under 40 are not eligible for yearly mammograms, making early detection essential. Unfortunately, many women are not familiar with the risk factors, signs, or symptoms of breast cancer, and many do not know that they can be vulnerable at any age.
Solution: This e-Learning module equips learners with the information to be able to evaluate their risk for developing breast cancer and how to detect cancer early by knowing which signs and symptoms to look out for. It guides learners on how to perform a breast self-exam at home and other precautions that should be taken to minimize cancer risk.
Highlights: This course includes triggers, interactions, knowledge checks, a final assessment, and a downloadable PDF on how to complete a breast self-exam.
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Supporting Deaf and Hard-of-Hearing Employees in the Workplace
Audience: All employees at X company
Problem: X company wants to increase deaf and hard-of-hearing awareness amongst all employees and ensure that appropriate accommodations are implemented to eliminate any discrimination or barriers for Deaf and hard-of-hearing employees in the workplace.
Solution: All employees will complete this e-learning module where they will receive information on interview accommodations used to overcome communication barriers, strategies for workplace inclusion, and considerations for deaf and hard-of-hearing employees during emergencies.
Highlights: This course includes interactions, visuals, knowledge checks, and a scenario-based assessment at the end.
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Tools used: Articulate Rise 360, Well Said Labs
Suicide Awareness
Audience: New Community Education Speakers with SafeSpaces
Problem: Suicide is the 10th leading cause of death in the United States. SafeSpaces, a suicide support center, builds suicide awareness through Community Education Speakers. These volunteers need to be trained to make presentations throughout the community, providing information about suicide. Every Community Education Speaker must be well-equipped with the essential information for these presentations.
Solution: All new Community Education Speakers will complete this Suicide Awareness training module, the first module of the Safe Spaces extensive onboarding training program. This e-Learning module includes information about suicide awareness including risk factors, common characteristics, warning signs, and ways to help others who may be in crisis, all essential information the volunteers need when presenting to their communities as Community Education Speakers.
Highlights: This course includes interactive blocks, knowledge checks, audio, and an assessment at the end.