Cool Beans Cafe

This project is a scenario-based e-Learning experience designed to empower baristas with effective customer communication skills. Throughout the course, learners navigate a series of practical, low-risk situations, gaining valuable insights into actions that foster engaging interactions with customers. 

The Problem

After the recent introduction of new staff members at Cool Beans Cafe, there has been a rise in negative feedback concerning inadequate interactions between the staff and customers. Ongoing issues involve staff members consistently not actively engaging or communicating with customers and demonstrating a lack of adequate knowledge about the various coffee drinks available. This situation is a considerable challenge for the business, as the diminishing customer satisfaction has resulted in both financial setbacks and a noticeable drop in customer loyalty. 

The Solution

To effectively address the persisting challenges at hand, I proposed the implementation of a scenario-based learning approach tailored for baristas. This approach involved creating simulated environments that mirror real-world situations, allowing baristas to practice customer interactions and enhance their knowledge of coffee drinks in a risk-free setting. Through interactive scenarios, baristas could refine their communication skills, learn to engage effectively with customers, and gain a deeper understanding of the coffee menu. 

My Process

The ADDIE Model of instructional design was used in order to plan and create an effective learning experience. ADDIE consists of analysis, design, development, implementation, and evaluation.  This project included designing an action map, storyboard, visual mockups, and an interactive prototype before developing the full project. 

Action Map

At the kick-off meeting with the stakeholders, we identified the business goal of reducing the amount of negative customer reviews due to employee interaction/communication.  In order to get a clear picture of the training that was provided in the past, I had discussions with two SMEs who were usually the ones informally training new employees. However, they have recently left the company, as one relocated across the country, and the other faced family illnesses. After working closely with these SMEs, it became apparent that baristas were not equipped with training in effective communication and customer interaction. It was determined that negative customer reviews were mostly related to this lack of training. 

After identifying the problem and proposing solutions, I met with the subject matter expert (SME) who defined the most important actions needed for baristas to effectively communicate with customers. 

Text-Based Storyboard

After identifying the key actions, I prioritized those crucial to my learning experience. Following this, I crafted a text-based storyboard introducing choices and their respective consequences. Users navigating the scenario encounter three options: one correct choice and two distractors. Opting for the correct action results in a positive outcome, allowing the user to progress. Conversely, selecting an incorrect action reveals real-life negative consequences of varying severity, prompting an opportunity for a retry.  

For user assistance, a job aid outlining the makeup of different coffee drinks and a help button (bell) offering advice from the team leader is accessible. This setup empowers users to decide when they receive information, preventing them from having to review content they may already be familiar with. 

Visual Mockups

After the text-based storyboard was approved, I began the visual design process by creating a mood board and style guide.

Interactive Prototype

Before creating the full project, I created an interactive prototype to gather feedback on the functionality of the project. This allowed me to fine-tune any concerns before developing the final product. The video clips were created in Vyond and Articulate Storyline was used to add interactivity.  The prototype guides learners through the initial project scenario, allowing them to engage with key elements they will encounter in their user journey. This includes facing questions, experiencing consequences, interacting with the team leader, and reviewing job aid components.

Tip Jar

Ring the bell for help!

Full Development

I revised the prototype and proceeded with production based on the storyboard. Upon completion, I published the project and conducted thorough testing to identify and address any errors. Following this, I initiated a final review cycle by sharing the end product with stakeholders and selected members of the target audience.


I also made a few changes based on user testing and feedback to enhance the learning experience. These changes consisted of adding sound effects during customer reviews as well as a certificate of completion at the end of the course.



Job aid

Certificate