Transform Your Conversations, Boost Your Sales

This course is designed to help students improve communication and problem-solving skills while delivering exceptional customer experiences for long-term loyalty.

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Audience: Newly-hired flight baristas

Responsibilities: Instructional Design, eLearning Development, Visual Design, Storyboarding, Action Mapping, Prototyping

Tools Used: Articulate Storyline, Figma, Adobe Illustrator, Google Suite, Animaker.

After analyzing the performance issue, I confirmed that the baristas lacked the necessary skills and knowledge to handle tense situations successfully.

To improve customer satisfaction and increase sales, I suggested a scenario-based eLearning experience where the baristas could practice interacting with customers. The aim was to provide new hires with a risk-free environment to make choices and see the consequences, which would help them connect their choices with real-world outcomes.

Additionally, I proposed incorporating a gamified "star rating" system to show the success of the interaction. The client accepted my proposal, and we proceeded with the project.

Visual Mockups

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