A Scenario-Based Training Designed for Guest-focussed Hotel Employees
Tools used: Articulate Storyline 360, Mindmeister, Adobe XD
This concept project is for a fictional luxury resort that wishes to focus more on making memorable experiences for their guests. Since the hotel butlers play an integral role in the guest experience and are responsible for “wow”ing the guests every step of the way, the resort decided to help them learn how to better serve the guests. They reached this conclusion after receiving negative guest feedback about the lack of personalization in online reviews.
Based on online guest reviews and my own professional experience at luxury hotels, I identified common pitfalls in guest service interactions and how hotel staff approached these situations. With this information, I created an action map and wrote a text-based storyboard. After a review and approval, I created visual mockups, drafted a visual storyboard, and developed an interactive prototype. Finally, I collected and applied feedback before developing the final full project.
I served as the subject matter expert for this project due to my extensive professional experience in this space. I determined exactly what staff needs to do in order to provide unforgettable guest experiences. I compiled these actions in an action map.
After completing the action map, I created a text-based storyboard. To do this, I identified the real-world situations that we would immerse the learners in. I wrote five different decision-points over the course of a guest interaction, and for each question, I created one ideal response and two common mistakes as distractors. I also wrote real-life consequences for each option to show the impact of each decision.
Next, I used Adobe XD to design visual mockups. This is where I created the layout for each slide. My main goal was to give the slides a clean and luxurious resort feeling.
Once the visual design was completed and reviewed, I combined the text-based storyboard with the visual mockups to draft a visual storyboard. I outlined the elearning content including descriptions, instructions, and programming notes.
Once the visual storyboard was created, I built an interactive prototype in Articulate Storyline. The key slides from the visual mockups were recreated to test the functionality of the product.
After completing the interactive prototype, I continued to develop the final product in Storyline.
Designing and developing this project helped me get hands-on experience with action mapping, Adobe XD, Articulate Storyline and visual design.