Audience: Flexologists improving customer ratings and reviews, as well as newly hired Flexologists completing StretchSphere’s onboarding.

Responsibilities: Instructional Design, eLearning Development, Visual Design, Storyboard, Prototyping

Tools Used: Articulate Storyline 360, Adobe Photoshop, Figma, MindMeister

The Problem

The client for this fictitious stretch studio is a Regional Sales Manager for StretchSphere Studios in Northeast U.S responsible for boosting membership sales and managing operations. The manager sought help because the studios have only achieved 65% of the sales target due to negative customer feedback. The reviews highlighted issues with the Flexologists’ listening and communication skills, particularly regarding clients’ flexibility and injury concerns.

The Solution

I proposed a scenario-based eLearning simulation that allows learners to practice listening and communication skills by making informed decisions on how to effectively communicate with customers in a risk-free environment. eLearning fits the diverse schedules of Flexologists in different locations, allowing for consistent, high-quality training. It’s also risk-free, which is essential.

My Process

Developing this scenario-based eLearning simulation involved iterating based on constant feedback from a team of instructional designers and three SMEs from an assisted stretch studio. After consulting with the SMEs, I defined performance goals with an action map, created a text-based storyboard, designed visual mockups, built an interactive prototype for feedback, and then developed the final product.

Text-based Storyboard

After creating an action map, I developed a text-based storyboard that formed the project's foundation. The use of storytelling, scenario-based questions, and realistic consequences brought the experience to life. Characters mimicked those found in assisted stretching studios to immerse learners and add relatability through stretches one would do during a real stretch session, while a mentor character guided learners with real-life advice that enabled problem-solving skills throughout the simulation. 

Visual Mockups

I used the text-based storyboard to design visual mockups, starting with a mood board of stretching images for inspiration. Then, I created a style guide to ensure consistency in colors, padding, fonts, and sizes, which helped in developing wireframes and an interactive prototype. A challenge was finding characters in multiple stretch poses, but I learned to manipulate images in Figma to create diverse poses for the customer and flexologist characters.

Interactive Prototype

Using visual mockups, I created an interactive prototype in Articulate Storyline 360 to gather feedback. During this phase, I programmed interactivity, integrated audio, animation, and interactive buttons. I received and applied feedback about improving the quality of the characters to make them look clearer on the screen which brought a sample of the full project to life.

Full Development

I used feedback from the prototype to continue building the project, focusing on adding interactivity to the question-consequence slides. I enjoyed manipulating the timeline to integrate audio and motion paths, which allowed me to change characters’ facial expressions and movements, making the learning experience more engaging and memorable.

Results and Takeaways

Upon completing the project, the three SMEs praised the realistic scenarios, effective questions, and the memorable design, interactivity, and animation. The General/Sales Manager described it as 'super detailed and accurate to the actual experience,' and both he and the Franchise Owner plan to use it to enhance employees' soft skills. I will use their feedback to make ongoing improvements. I will also apply levels 3 and 4 of the Kirkpatrick model by asking the General/Sales Manager if they have observed employees applying the knowledge gained from the project, resulting in behavioral changes that lead to an increase in positive customer reviews about the studio.

Through this project, I deepened my knowledge of instructional design and visual design principles. Creating the action map was key to developing the storyboard, and visualizing each slide made the style guide and mockups come to life. Although I was initially nervous about using Articulate Storyline 360 for interactivity, practice boosted my confidence in animations and visual effects. I'm excited to apply these skills to future projects and continue improving.