The Challenge
:
A pattern of customer complaints had emerged around how staff handled negative feedback — customers felt unheard and poorly treated. With high staff turnover, the solution needed to be quick to deploy, easy to repeat, and consistent across locations.
My Approach:
A short asynchronous eLearning course in Articulate Rise, structured across six lessons guiding learners from pre-interaction preparation through to extracting learning from feedback. I applied the Kirkpatrick Model to frame evaluation across four levels.
Highlights
- Hotspot image interaction, Vyond explainer video, multiple choice, drag-and-drop, and scenario-based assessments.
- Templates allowed fast creation while adhering to company brand aesthetic.
Tools Used
Articulate Rise
Vyond
Claude AI