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Description
The Problem
I created this module for a fictional luxury yacht charter company that serves high-end customers. Recently, guest feedback has shown that crew members are not adept at engaging with guests beyond fulfilling their service requests. This leads to guests feeling that their luxury experience is not personalized as described on the company website.
The Solution
Although staff are aware of guest engagement expectations through their employee manual, many of them have little practice developing relationships. The e-learning module allows staff to learn on their own schedules, from their own locations, which is key in an industry where staff are contractors with little to no on-board training time prior to guest arrival.
Action-Mapping
Through action-mapping, I identified three observable actions related to creating authentic connections with guests: starting conversations, using the guests’ names, and asking open-ended questions. All three serve to engage the customer in a way that goes beyond service requests and that leads to the guest feeling their experience is personalized.
Text-Based Storyboard
Knowing the goals of the project, I used a text-based storyboard to guide the development of the project. Key elements included scripting, basic navigation and graphical elements, and story flow. This upfront planning allowed me to map out learner interactions before building in Storyline. It also helped me organize the experience and iterate easily.
Development
After storyboarding, I created each scene in Vyond and then moved it to Articulate Storyline where I built out the course using interactive elements. After development and testing, I added accessibility features like closed captioning and updated the screen reader focus order.
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