Tool Used: Articulate Storyline 360

The Art of Active Listening: Elevate Guest Experiences with Empathy & Understanding was developed for Skywalker Suites, a luxury all-suites hotel, to address rising service issues caused by communication breakdowns between staff and guests. The training was designed specifically for guest-facing employees including front desk staff, concierge, housekeeping supervisors, and restaurant team members. These learners range from entry-level to moderately experienced (0–3 years in hospitality), with varying educational backgrounds from high school diplomas to associate degrees.

The Business Problem

The business problem stemmed from frequent misunderstandings between employees and guests, which resulted in service delays, missed upselling opportunities, and declining customer satisfaction scores. With a business goal of improving guest satisfaction and retention by 10–15%, Skywalker Suites needed a practical and engaging way to enhance employees’ communication capabilities—specifically active listening skills that help staff understand, empathize with, and respond to guest needs more effectively.

The Solution

The training solution closes this gap through a learner-centered approach that blends microlearning, real-world scenarios, role-play simulations, downloadable job aids, and interactive “click-to-reveal” elements. The course uses plain language, relatable examples, and a variety of response models to equip staff with actionable communication tools they can apply immediately. Key strategies included the use of adult learning principles such as relevance, autonomy, and real-time practice, helping learners retain and transfer new skills to their day-to-day roles.

Sample Highlights

• A visual job aid mapping what active listening “looks and sounds like” in real guest interactions

• A response phrase bank to support empathy, reflection, clarifying questions, and resolution

• Use of color-coded accordion interactions to reinforce listening frameworks

• Scenario-based assessments designed to simulate actual service moments and test decision-making

• Practical design for both onboarding and refresher training, enabling flexible rollout

Development Process

The project followed the ADDIE model, beginning with a thorough needs analysis and stakeholder interviews.  From there, I created learner personas to guide tone and content, developed a detailed storyboard in Articulate Storyline, and built interactive elements tailored to the target audience’s roles and learning environment. The course will be evaluated using Kirkpatrick’s Level 2 (Learning) to assess knowledge retention through scenario-based quizzes, and Level 3 (Behavior) by observing performance improvements and guest feedback trends over time.

This project demonstrates my ability to design performance-focused learning experiences that drive measurable business results, enhance the guest experience, and build confidence in frontline service teams.

View Supporting Documents: Content Map, Design Document, Storyboard, Job Aid

Tool Used: Articulate Storyline 360

Jedi Gardens: Orchid Basics is an interactive eLearning course designed for new hires at a tropical plant nursery, specifically those with little or no prior experience in orchid care. The training supports team members in learning how to confidently maintain Phalaenopsis orchids and share that knowledge with customers.

The Business Problem

Jedi Gardens recognized a gap in employee knowledge and confidence around orchid maintenance—especially among new staff. Without structured training, employees were less prepared to answer customer questions, recommend products, or provide care advice, which impacted both customer satisfaction and product sales.

The Solution

This course addresses that gap by combining foundational orchid care with sales-supportive guidance. Learners explore orchid anatomy, repotting techniques, proper watering and feeding practices, and how to troubleshoot common problems. It empowers staff to not only care for orchids but also educate customers, improve relationships, and contribute to revenue growth through product recommendations like pots, fertilizers, tools, and more.

Sample Highlights

• Scenario-based learning: Guided by a friendly narrator and a horticulturist character, learners engage with realistic customer service scenarios.

• Interactive knowledge checks: Drag-and-drop, multiple choice, and decision-based questions reinforce content in meaningful ways.

• Visual storytelling: Custom illustrations, diagrams, and subtle animation help demystify complex ideas like orchid anatomy or spotting root rot.

• Adult learning principles: The course includes practical application, learner autonomy, and real-life relevance throughout.

Development Process

This project followed the ADDIE model (Analyze, Design, Develop, Implement, Evaluate). I began with a thorough needs analysis and stakeholder consultation, then created a content map for review before developing the full course. The instructional strategy focused on clarity, engagement, and real-world transfer.

Evaluation will be conducted using Kirkpatrick’s Level 2 (learning) through a final assessment requiring a score of 80% to pass, and Level 3 (behavior) through follow-up surveys with team leads and performance observations after learners apply their knowledge in customer-facing roles.

View Supporting Documents: Content Map

Tool Used: Articulate Rise 360, Canva

Stroke Risk Education is a custom eLearning course designed for nurses, medical assistants, and patient educators at Endor OBGYN. The training addresses a critical need: while many patients on hormone replacement therapy (HRT) or oral contraceptives (OC) are at increased risk for stroke, frontline staff often lacked a structured, compliant way to educate patients about these risks while staying within their scope of practice.

The Business Problem & Solution

The business problem centered on inconsistent or incomplete stroke education delivery, which posed risks to patient safety, documentation accuracy, and overall care quality. The solution was a targeted, scenario-based training course built in Rise 360 that equips staff to clearly explain stroke risks, use the B.E. F.A.S.T. method to teach symptom recognition, apply the teach-back method to verify patient understanding, and properly document education in the EMR while deferring medical questions to the physician.

Highlights

Highlights of the course include the use of adult learning principles, realistic patient interactions, interactive knowledge checks, and downloadable job aids. These elements support knowledge retention and real-world application. The training also breaks down complex medical content into simple, patient-friendly language and reinforces communication skills that align with both clinical safety and empathetic care.

Development Process

I followed the ADDIE model to guide development—from conducting a needs assessment and defining learning objectives to storyboarding, authoring, and review. To evaluate success, I built in Kirkpatrick’s Level 2 (knowledge assessment) through final quizzes and planned a Level 3 evaluation to track behavior change on the job, including EMR documentation audits and staff feedback surveys post-implementation.

This course helps Endor OBGYN ensure staff deliver consistent, compliant, and potentially life-saving education—enhancing both patient outcomes and clinical confidence.

View Supporting Documents: Content Map, Job Aid