The Mountains Are Calling
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Overview
Audience: Management Team - Outdoor Store
Role: Instructional Designer
Skills: Project Management, eLearning Development, Assessment Writing, Action Mapping, Storyboarding, Prototyping, Adult Social and Emotional Learning
Tools Used: Articulate Storyline 360, Google Suite, MindMeister, Adobe XD, Adobe Illustrator
The yearly product return rate analysis for Outdoor Outfitters showed a 10% and 15% increase for the last two quarters of the year as compared to that of the previous year. This high rate of returns is costly to the company and has impacted customer loyalty. I conducted a needs analysis and determined a significant learning gap in store associates’ understanding of how to use camping products. To overcompensate, employees were simply upselling goods that were then returned as they were not useful. To address this, I proposed a module that covers camping basics, where employees could train and refresh foundational camping knowledge. They would then be able to give customers practical advice and guide them to the appropriate gear needed. The subject matter experts (SMEs) were the department heads of the store. The knowledge from these expert survivalists allowed me to create a project goal, action steps for employees, and progress would be measured by a reduced end-of-quarter return rate. I created a module with components including checklists, scenarios, processes, and guides, done using a gamified approach. I used varied Depth of Knowledge interactions within the framework of Bloom’s Taxonomy. User feedback was given in testing sessions and several improvements were made for enhanced functionality and user experience. The project was accepted and chosen as a training module that would enable them to improve their customer service skills and properly guide customers to make a suitable choice. At the quarterly review following implementation, there was only a 3% increase in returns from the previous year, showing that this training was a vital component of meeting the business goal.
Project Highlights
Action Map
Visual Storyboard
Story view of interactivity and scenario-based eLearning structure.
Use of triggers, layers, and state changes to present a tabbed interaction.
Results built with feedback master and use of variables to enable a re-take of the assessment.
Drag and drop interaction with hint enabled after one unsuccessful try.
Memory game with variables that change states to successful and return cards to original states if no match is made.
Vector graphics edited to compliment subject matter and color palette.