Mastering

Re-bookings

Can you personalize appointments ​for pet owners and take the right ​steps that lead to future ​appointment bookings?

Overview

The Problem

Curt’s Mobile Grooming, is a dog grooming company that is known for their ​10-step pet groom. While the employees showed great competency in their ​pet grooming expertise, many lacked customer service skills and knowledge ​for how to prioritize which questions to ask the pet owners before beginning ​the grooming to ensure the overall safety and satisfaction for the client and ​their pet. As a result, the management noticed a consistent drop in

re-booking rates.

The Solution

To address the drop in re-booking rates, I proposed the introduction of a job aid along with a story-​based e-learning solution in which the learner can make decisions regarding client interactions in a ​risk-free environment. This type of story-driven eLearning allows the learner to experience realistic, ​memorable consequences with the goal of implementing proper practices in the real world moving ​forward.

Process

I used the ADDIE Model of instructional design. This model led me through an ongoing process of ​analysis, feedback, iteration, and testing. My role included analyzing the problem, designing an ​action map, storyboard, and visual mockups, developing an interactive prototype and the full ​project, and evaluating the learning experience through user testing. Watch this video for a ​summary of my project overview, process, and highlights or use the buttons below to navigate the ​written overview.

Action Mapping

First, I consulted with a manager at a local mobile pet grooming company as a Subject Matter ​Expert to build an action map and review possible reasons why their rebooking rates had been ​decreasing. We identified four cornerstones of client and pet interactions that impact rebooking ​rates. We developed the goal of re-booking rates increasing by 20% within twelve weeks as each ​groomer follows the CURTS guide for client care. The four high-priority actions that were identified ​became the basis of the client care guide and the eLearning solution.

Storyboarding

Once the action map was complete, I designed the flow of the story through a text-based ​storyboard in Google Docs. The storyboard went through several rounds of feedback from the SME to ​ensure consistency and realistic positive and negative consequences.

Style Guide

For the visual design of this project, I ​designed a style guide aligned with ​companies branding, which ​included logos and fonts. I created ​a custom color palette based on ​the existing brand as well. ​Characters were sourced from ​storyset.com and modified using ​Procreate.

Interactive ​Prototype

After receiving approval for the style ​guide, I created high-fidelity mockups ​using Figma and an interactive ​prototype using Articulate Storyline. At ​this stage in the project, I sought ​feedback from other instructional ​designers as well as from the target ​learner to further ensure functionality.

Full Development

It was finally time to develop the project ​within Articulate storyline! In storyline, I ​focused on the design and placement of ​the prompt textboxes and dialogue ​boxes. This included motion paths for ​dialogue boxes, incorporating hover ​states to the buttons, and fade ​transitions between scenes for effect.

Favorite Features

It was finally time to develop the project within Articulate storyline fully! In storyline, I focused on the design ​and placement of the prompt textboxes and dialogue boxes. This included motion paths for dialogue ​boxes, incorporating hover states to the buttons, and fade transitions between scenes for effect.

My favorite features of this project include:

• The avatar character choice and name customization places the learner in the story and makes them ​feel more connected to the decisions made and the events taking place.

• The fade-to-black transitions between scenes to indicate the passing of time which created a ​choose-your-own path immersive story feel.

• The immediate feedback of the success meter helps learner to gauge how the decisions they are ​making impacts the larger story as a whole. The delayed feedback received through consequence ​pathways and the review slide at the end offer a more comprehensive breakdown of what they could ​have done differently.

Let’s Collaborate

Email

Savannahsoderquist7@gmail.com