Project Overview:
A responsive e-learning module designed to train front-of-house staff in handling confused or frustrated customers with empathy and confidence.
Tools Used
Articulate Rise
My Role
Instructional Designer & Developer – sole contributor responsible for instructional design, content writing, and course development in Articulate Rise.
Challenges & Next Steps
As a first Rise build, this module demonstrates the core instructional design approach. Given more time and tools, the branching scenarios would be rebuilt in Articulate Storyline for greater interactivity and customization.
This module is designed as one component of a broader customer service training programme. Additional modules in development would cover emergency procedures, colleague communication, inventory management, and POS software — allowing the full programme to be deployed flexibly as standalone microlearning or as a structured onboarding pathway.
Design Decisions
This module uses a scenario-based approach with branching to reflect realistic workplace situations, allowing learners to experience the consequences of their choices in a safe environment. Scenarios were drawn from common customer interactions to ensure immediate relevance and transferability to the job.
The design is grounded in adult learning theory (Andragogy), recognizing that adult learners engage more deeply with content that connects directly to their real-world experience and has clear practical application. Rather than presenting rules or procedures abstractly, learners encounter situations they are likely to face, making the learning immediately meaningful.
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