Process and Features

Features:

• Learner's choice pathways
  
• Drag and drop
  
• Branching slides
  
• Information markers
  
• Freeform interactives
  

Audience and Tools: I spearheaded the development of the "Cashier Renewal Training" e-learning module, aimed at ​providing clarity on new policies and procedures for cashiers with over three months of experience. I took the initiative ​on this project at a retail establishment and utilized Articulate Storyline and Canva to bring it to life.

Business Problem: Experienced cashiers inconsistently applied new policies on customer returns and exchanges due to ​established habits and confusion, creating a knowledge gap and friction with new hires trained on the latest processes.

Process: Through a collaborative effort with store management and the cashier team, we effectively identified and ​tackled the root cause of reluctance, providing essential job-relevant training using the ADDIE model. Their valuable ​insights were instrumental in resolving implementation issues, resulting in a genuinely impactful collaborative effort. I ​strategically observed a critical customer interaction with an experienced cashier and skillfully integrated it into the ​module's central scenario. This effectively introduced the business problem and addressed misunderstandings and ​resistance to change. The 'choose your adventure' design empowers learners to take control of their learning, ensuring ​engaging and realistic interactions.

Evaluation: Level 2: Learners assessed their understanding through knowledge checks and assessments. Level 3: ​Management evaluated the training's impact through on-the-job observations, interviews, and comparisons of customer ​feedback before and after training.

Solution: Management confidently reports that the training significantly enhanced cashiers' capacity to create positive ​customer experiences, improved accuracy in processing returns and exchanges, and reduced team friction, thereby ​demonstrating the tangible benefits of the training.

Design Document

Storyboard

Microlearning

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