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Customer Service Recovery E-learning Experience

Target Audience

Customer-facing employees at a chain restaurant


  • Research

  • Analysis

  • Instructional design

  • Script

  • Storyboard

  • Visual design

  • Development

  • Quality assurance testing


  • Articulate Storyline 360

  • Adobe Illustrator

  • Adobe Photoshop

  • Adobe XD

  • MindMeister

  • Google Docs

  • Milanote

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The Problem

A vegan restaurant chain in Jamaica was experiencing a high volume of complaints about their customer service and was losing customers resulting in a decline in revenue. Additionally, morale was low among customer-facing team members because they didn’t know how to prevent or resolve customer complaints. This created a stressful work environment, and the client was concerned that high turnover would also soon become

an issue.

The Solution

I worked with a subject matter expert (SME) to create a system for preventing and resolving customer complaints. Then I designed and developed a story-driven, scenario-based e-learning experience so that customer-facing team members could practice using the system in a safe environment before trying their new skills on the job. I also created a job aid to serve as performance support on the job so the learners could quickly find answers without disrupting their workflow.

The Result

Though this was a concept project, I worked with a real client and tested the training on real employees. The employee feedback was incredibly positive, saying the training was helpful and challenging. It also generated meaningful conversations within the organization about customer service. In addition, I shared the e-learning with my peers in the L&D community where it also received hugely positive reviews.

"The SMS text is a clever feature. It keeps the experience engaging."


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