Animated Interactive Training

Bring Joy To Every GUEST

Client: Lolli and Pops Candy

Multimedia resources (videos, animations, interactive activities) were created to improve employee learning, retention, and customer service skills for bulk sales.

The GUEST acronym is taught to learners in the training to enhance customer satisfaction and conversion.

Audience

Corporate Employees
Sales Associates
Human Resources
New Hires

Tools

Articulate Storyline 360
Animaker
Figma
Prisma
Google docs
MindMeister
Canva

Processes

Instructional Design
eLearning Development
Visual Design
Action Mapping
Mockups
Storyboarding
Animation
Voice Over

Problem

Lolli & Pops, a candy company, needed an interactive virtual training program as their sales associates lacked soft skills, such as engaging customers, reading body language, and following sales protocol.

Consultation with subject matter experts and managers revealed a lack of required skills and a decrease in initiating customer contact.

Solution

After conducting interviews with subject matter experts, I proposed a scenario-based, story-driven eLearning experience to provide real-life examples with possible consequences.

This would help employees see the process of guiding customers to complete a sale.

Experience the Project

Process

Using the ADDIE model of instructional design, I followed a step-by-step approach that included action mapping, storyboarding, and creating visual mockups. An interactive prototype was developed to test functionality and usability before creating the full project. Continuous feedback was gathered and adjustments made throughout the development process to ensure a cohesive final product. These are the steps I took to bring this experience to life:

Action Map

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I collaborated with SMEs using MindMeister to create an action plan focused on the GUEST acronym for boosting conversion and customer satisfaction. Using guidance from "Map It" by Cathy Moore,

I targeted behavior change by directing conversations toward staff actions. An action map was utilized to enhance the precision and effectiveness of my designs.

Text-based Storyboard

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I created a text-based storyboard as a blueprint for the project, using a narrative to immerse learners in the circumstance. For every choice, I included repercussions to demonstrate the importance of following the GUEST procedure.

I created and introduced Lolli as a mentor figure to assist learners and serve as an expert throughout the encounter.

Visual Mockups

I created wireframes, established a style guide for consistency, and used Figma to make visual mockups. I tested colors for accessibility, built animated characters and scenarios with Animaker, and went through multiple revisions before finalizing the design.

I undertook the narration and voice acting for both the characters, namely the narrator and Lolli, by utilizing Pro Tools. Furthermore, the sound engineer was recruited to voice the customer persona, adding a valuable interactive dimension and catering to the auditory learning style.

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Interactive Prototype

To gather functionality input, I created an interactive prototype using Articulate Storyline 360, which includes the manifesto, task description, mentor guide, and initial question in the scenario.

Full Development

I used feedback from the prototype to create the final product, combining store photos with Prisma app photo filters to create a cohesive and realistic environment for learners to explore.

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Original Picture

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This interactive scenario-based e-learning module will be widely viewed by hundreds of employees, with an expected result in a significant boost in the customer service rating and an increase in conversion factor.

Due to the client's enthusiasm, they requested an early submission of the Manifesto section of the design to circulate it among the entire company and new hires.

^ Original Picture

Original Picture ^

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To complete the project, I created a job aid to be placed in the "employees only" area of the store. This will remind employees of the GUEST process as they start their shift and give them guidance when they need it.