Expresso
Overview
A local coffeehouse supervisor noticed that their new part-time baristas kept getting orders wrong, leading to inventory waste. Although these baristas had undergone hands-on training before starting their job, they tend to become overwhelmed during busy hours. She is seeking alternative methods to improve their skills, as the current training process also uses up the shop's inventory.
Approach
After reviewing the hands-on training's learning design and job aids, I concluded that all the necessary information for the baristas was already present. However, they still struggled to deal with impatient customers, particularly during peak hours.
Taking into account the baristas' and supervisor's pain points, I suggested an eLearning that could replicate the work scenarios they face without requiring inventory usage or a role-play partner. I studied the coffee house work setting to accurately capture their challenges and the elements I needed to simulate in the practice drill.
Solution
"Expresso" is an eLearning that employs game-based learning techniques to allow baristas to practice in a safe environment. The eLearning imitates the coffeehouse’s menu, customers, work context, and outcomes. This eLearning can be used as training material for new hires as well as a refresher course for coffeehouse staff.
Toolkit
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Articulate Storyline
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Adobe Illustrator
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Envato Elements