Supports and Documentation:

Design Document

Storyboard

Audience and Tools: 

Garden Center: Basic Plant Care Level 1 is the first in a series of training modules being developed for a retail establishment. In the inaugural year of their Garden Center, all new and existing employees participate in this training. This is the first of several modules focused on plant care and Garden Center operations, so we begin with vocabulary and watering procedures. This module was developed using  Articulate Storyline, 3D modeling using PowerPoint, video editing and production using Camtasia, and creative elements using Canva. 

Business Problem: 

Employees must familiarize themselves with the Garden Center's basic plant care procedures. Their lack of familiarity with vocabulary and watering procedures has resulted in product loss and a lack of ability to answer customer questions. 

Process:

We identified the knowledge gaps by collaborating with store management and the employees who worked as subject matter experts. We provided job-relevant training using a combination of the ADDIE and backward design models. Their experience and insights were invaluable in targeting the implementation issues, making this a team effort.  

I observed common errors in watering procedures and incorrect answers to customer questions during my observations. It was determined upon conferring with SMEs, management, and employees that the subject matter covered here was fundamental for continuing training in upcoming models. By creating a 'choose your adventure' design where learners can drive their learning and learner-personalized interactions that reflect real-life situations, this module creates an engaging and relevant learning experience.

Evaluation:

Level 2: Learners evaluate their understanding throughout the training by utilizing knowledge checks and assessments in the module. 

Level 3: Management measures the impact of this training using on-the-job observation and interviews and compares customer feedback pre-and post-training. 

Solution:

The client recently adopted this module and is awaiting quantitative analysis.      

Highlights:

• Learner's choice pathways

• 3d modeling

• Scenario-based learning 

• PowerPoint integration

• Video production and editing

• Closed Captioning

• Accordion interactives

• Tab interactives

• Slider interactives

• Dial interactives

• Learner choice avatar

• Avatar choice-based voice

• Custom drag-and-drop interactives

• Branching slides

• Freeform interactives

Supports and Documentation: 

• Design Document

• Storyboard

• Job Aid 

Audience and Tools: 

Cashier Renewal Training is an e-learning module created to clarify new policies and procedures for cashiers with three or more months of experience in the job. This was a project I volunteered to do for a retail establishment using Articulate Storyline and Canva. 

Business Problem: 

Due to established habits, confusion, and misunderstandings, experienced cashiers inconsistently applied the newly implemented policies and procedures specifically focused on customer returns and exchanges. This behavior resulted in a knowledge gap and increased friction between the experienced and newly hired cashiers, as new cashiers had training using the latest processes as part of their new employee training. 

Process:

Through a collaborative effort with store management and the entire cashier team, who worked as subject matter experts, we identified the cause of the reluctance. We provided job-relevant training using the ADDIE model. Their experience and insights were invaluable in targeting the implementation issues, making this a team effort.  

During my observations, I witnessed a customer interaction with an experienced cashier and recreated it in the module's overarching scenario. That scene introduces the learner to the business problem and runs throughout the module, addressing the cashier's misunderstandings and reluctance to change work habits. By creating a 'choose your adventure' design where learners can drive their learning and tailored interactions that reflect real-life situations, this module creates an engaging and relevant learning experience.

Evaluation:

Level 2: Learners evaluated their understanding throughout the training by utilizing knowledge checks and assessments in the module. 

Level 3: Management measured the impact of this training using on-the-job observation and interviews and compared customer feedback pre-and post-training. 

Solution:

Management reports that this training has significantly improved the employees' ability to create a positive customer experience, increased transaction accuracy when processing returns and exchanges, and relieved friction amongst the cashier team.     

Highlights:

• Learner's choice pathways

• Drag and drop

• Branching slides

• Information markers

• Freeform interactives