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eLearning Course
eLearning Course
Description: Improve customer retention through communicating empathy and changing customer's beliefs about creativity.
Features: Branching scenario with several different paths showing consequences for choices through feedback slides. A coaching mentor guides learners through the decision-making process in layers.
Deliverables: Design Doc, Storyboard, 1 Storyline Course, 1 Job Aid
Tools Used: Articulate 360 Storyline, Twine, MindMeister, Adobe Illustrator, MS PowerPoint
DESIGN PROCESS
DESIGN PROCESS
During the early years of operating an art studio, I encountered a common problem among customers who were new to drawing and painting. They believed that they didn’t have a creative bone in their body and couldn’t even draw a stick figure. These customers would get stuck and give up during class sessions, then leave frustrated and never return. My business was losing customers and I had to figure out why. I ANALYZED my gaps to be:
As the art coach, I need to communicate empathy during the time of crisis for the customer. Relating to the customer’s needs would restore calm and confidence.
I needed to change the belief system about creativity. Most people believe that only a few talented people can draw from observation. I had to convince them that drawing and painting are skills to develop. I needed to set the tone at the beginning of each session to relieve the stress of perfectionism.
I had to create fun and easy scaffolding tools to help develop hand-eye coordination that would ensure customer success within a short time period.
I DESIGNED & DEVELOPED a plan with these solutions and IMPLEMENTED them over several years. I continually improved the plan as I EVALUATED the retention and success rate of my customers. After six years, I trained about 36 art coaches a year using the same methods and experienced significant customer growth and retention, reaching hundreds.
This eLearning course is dedicated to training art coaches how to communicate empathy to customers while changing their belief system and utilizes minimalistic yet beautiful VISUAL DESIGN & COMMUNICATION elements.
1.Identified the audience and the specific problem using Audience, Needs & Gaps Analysis.
1.Identified the audience and the specific problem using Audience, Needs & Gaps Analysis.
CLICK ON EACH IMAGE TO VIEW DOCUMENTS
AUDIENCE ANALYSIS
NEEDS & GAPS ANALYSIS
2. Created an action map to identify the problems that can be solved with training.
2. Created an action map to identify the problems that can be solved with training.
Action Mapping with Mindmeister.com
3. Selected training action items and designed a learning plan with a Design Document.
3. Selected training action items and designed a learning plan with a Design Document.
CLICK ON IMAGE TO VIEW THE DESIGN DOCUMENT
DESIGN DOC
4. Collected information from stakeholders (me) and SMEs (myself) to create a storyboard.
4. Collected information from stakeholders (me) and SMEs (myself) to create a storyboard.
For this project, the learning design solution called for a branching scenario.
CLICK ON EACH IMAGE TO VIEW DOCUMENT AND TWINE SCENARIO
TWINE BRANCHING SCENARIO
STORYBOARD
5. Created a prototype for the eLearning course. I used Adobe Illustrator to define each slide layout,
the visual design elements, logo, illustrations, colors and fonts.
5. Created a prototype for the eLearning course. I used Adobe Illustrator to define each slide layout,
the visual design elements, logo, illustrations, colors and fonts.
6. Developed the eLearning course in Articulate Storyline.
Here are some images from the published course.
6. Developed the eLearning course in Articulate Storyline.
Here are some images from the published course.
7. Lastly, a Job Aid was designed and developed in PowerPoint and exported as a PDF for Art Coaches
to use as a reference after the course.
7. Lastly, a Job Aid was designed and developed in PowerPoint and exported as a PDF for Art Coaches
to use as a reference after the course.
FRONT
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BACK
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