A Scenario-based Training Designed for Guest-focussed Hotel Employees
This concept project is for a fictional luxury resort that wishes to focus more on making memorable experiences for their guests.
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.