Welcome to The Check Inn
In this scenario-based eLearning, users navigate common hotel guest scenarios and learn how to increase guest satisfaction. It provides hotel employees with a foundation for handling real-life situations while working at the front desk. In addition to the eLearning module, employees are provided with a downloaded PDF quick guide and a certificate of completion.
Audience: new front desk employees at a hotel
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Tools Used: Articulate Storyline 360, Adobe Photoshop, Adobe XD, Vyond Animation Software, Canva Pro, Microsoft PowerPoint, MindMeister, Google Docs
Problem and Solution
The client is The Check Inn, a hotel that is looking to adopt more online learning opportunities. The client reached out to me with a desire to increase guest satisfaction, which is measured through optional surveys for guests.
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The Check Inn has been tracking guest satisfaction and has noticed low satisfaction, particularly with new employees. After meeting with the client, I recommend a scenario-based eLearning that allows front desk employees to react to guests in a risk-free environment. Employees will also get to experience the consequences of their mistakes with feedback that will help them avoid making those mistakes in the real-world.
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The client agreed that a scenario-based eLearning module would provide an appropriate solution to the low guest satisfaction results.
Process
After meeting with the client and identifying the overall problem, I consulted with the front desk manager/Subject Matter Expert (SME). Together, we identified common guest interactions and actionable steps that employees should take in these scenarios.
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With the information provided, I created an action map and text-based storyboard. I began creating visual mockups in Adobe XD and Vyond. I also used Canva Pro to create assets. I presented the storyboard and visual mockups to the client for feedback. I used the feedback to revise and continued to meet with the client until the prototypes were approved.
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Next, I fully developed the project in Articulate Storyline 360 and an additional quick guide in Canva Pro and Microsoft PowerPoint. After the eLearning was completed, it was rolled out to new employees and the client continued to track guest satisfaction surveys to monitor the effectiveness of the eLearning.
Action Mapping
I worked with the SME to develop an action map that defined the overall goal and actionable steps. The SME prioritized which scenarios and actions would be most beneficial for the learners, and I used this information to draft a text-based storyboard.
Text-based Storyboard
Using the approved action map, I developed a text-based storyboard in Google Docs, which allowed me to work closely with the SME for feedback and approval. The scenario-based storyboard included different interactions with guests and three available responses. Upon choosing a response, the hotel guest would fill out a guest satisfaction survey with either a satisfied, neutral, or unsatisfied rating. Throughout the training, the learner can ask a mentor for help that will provide additional information for choosing the correct response.
Visual Mockups
I used Adobe XD, Vyond, and Canva Pro to create visual mockups. This included a color scheme, typefaces, visual assets, and basic layouts for the slides.
Full Development
After receiving approval of the visual mockups, I moved to Articulate Storyline 360 to develop the eLearning. During this step, I used the text-based storyboard, visual mockups, and Articulate functionality (such as states, triggers, and variables) to bring the project to life. After developing the introduction and first guest interactions, I sent it to the client and SME to test and provide feedback. This allowed us to test the functionality, usability, and accessibility of the project before completing the full project.
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With feedback complete, I moved on to finish the project. Additionally, I created an Etiquette Quick Guide with some basic principles for the leaner to download at the end of the training. The learner was also rewarded with a certificate at the end.
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