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Scenario Based eLearning Concept

Customer Service Training: How to Process a Return

This eLearning solution was designed and developed to teach retail employees on how to effectively process customer returns. It provides customer service associates a foundation for handling real-life customer service return situations. Parts of the scenario have been modified for demo purposes per agreement with the client.

Audience: Employees of a retail business

Responsibilities: Graphic Design, Mockups, Instructional Design, eLearning Development

Tools Used: Articulate Storyline 360, Canva, Adobe Illustrator, Adobe XD, MindMeister, Google Docs

Problem and Solution

The client is Rocket Galaxy, a local retail store that sells clothing, cosmetic products, shoes, and accessories. The client reached out to me because current employees are not correctly handling customer returns. I recommended scenario-based eLearning which would allow employees to make decisions regarding customer returns in a risk-free environment. The eLearning could be used to do a brief training with current employees as well as be utilized for new employees to integrate in their onboarding training. The client recognized that an eLearning experience would help resolve their pain points and signed off to proceed with the solution.

 

Process

My first step was to assess the largest pain points with the client. Next, I consulted with a Subject Matter Expert (SME). We defined the end goal and identified the specific steps and policies for completing customer returns. With the information I gathered, I created an action map, text-based storyboard, visual mockups, and a project prototype.

Action Mapping

I worked with a SME to create an action map in order to develop an end goal. I asked the SME to identify actions that employees would take in order to effectively assist a customer with a return.

As a team, we went through the list of items in order to prioritize the most important actions that the employees should be taking through the return process. After getting the client's approval for the prioritized actions, I went ahead and started writing a text-based storyboard.

Features
Custom Visuals: To create an immersive learning experience, I designed visuals to bring the learner into the store while making the returns. I created the visuals using Adobe Illustrator effects. Also, I created the Ask Marissa button that transports the learner into the manager slide if they are in need of additional support.

Ask Manager Button: Each question in the eLearning scenario has an Ask Marissa button. This button is used to assist learners if they are unsure of how to answer a question. Marissa will provide insight as to how to correctly answer each customer service return question. 

Choice Feedback: Feedback on the learner's decisions will be given as they navigate through the experience. When they select the right response, it will further demonstrate why they should take the suggested action. If a student makes a bad decision, the eLearning scenario will give them feedback on why it was wrong and what they should have done instead.
 

Final Testing

The client, SME, store general manager, and a small group of learners participated in my final testing by completing the scenario-based eLearning experience. I wanted to ensure feedback from all different types of participants in the learning process. Before the course was made available to employees, it underwent a few final modifications according to the testing input. 

This procedure made sure the eLearning experience worked properly in order to produce a high-quality end result for the client. The client will notify me of customer return metrics in order to make any edits to the training if future staff issues occur.

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