Audience: Reservation clerks and the marina management team are the primary learners for this training.

Problem: Reservation clerks (and in some cases members of the management team) are not thoroughly assisting customers or accurately completing reservations, thus creating dissatisfied and angry customers. The goal is not being met because reservation clerks are not completing all required steps to accurately complete many reservations. Problems range from reservations being made for the wrong boat/campsite, or being double-booked, to customers showing up on the wrong date or not having a reservation.

Solution: The goal of this training is to standardize the process of completing boat and campground reservations to 100% accuracy in order to ensure customer satisfaction for a perfect vacation.

Highlights: Accordion interactions, branching scenarios, workplace scenario, knowledge checks, scenario-based quiz

Process: I applied adult learning theory and the ADDIE model to create this eLearning piece. First, I performed a needs analysis of the audience, content, and business problem. Upon completion of the needs analysis, I decided on an appropriate solution and began outlining the course in a design document. Next, I mapped out specific details of the project, including images, on screen text, animation, script, audio, fonts, and color scheme, in a storyboard. I then began to develop the project, utilizing the completed storyboard as the blueprint. Evaluation of the training includes two interactive knowledge checks and a final assessment with scenario-based questions, which align with Kirkpatrick’s Level 2. As outlined in the Design Document, Kirkpatrick's Level 3 comes in the form of observations, review of completed reservations to check for accuracy, and an interview. Finally, three additional microlearning pieces (job aids) were created for this course and include an infographic of the 8 steps of the reservation process, a quick reference guide for watercraft specs, and a quick reference guide for campsite rates and info.

Tools: Articulate Storyline 360, Canva, PowerPoint, Word

Audience: All current and new hotel front desk staff will be required to complete this training.

Problem: Front desk staff are not engaging with guests appropriately, resulting in low online reviews for the hotel.

Solution: The goal of this training is to increase the number of five star online reviews on front desk customer service staff by 40%.

Highlights: Tab interaction, scenario, flashcard grid, audio clips, labeled graphic

Process: I used a systematic approach to adult learning when creating this course. I began by analyzing the target audience, content, business problem, and solution. I then created a design document, outlining the important components of the module. After designing the course, I used Articulate Rise to develop it. The evaluation consists of a final graded assessment, which aligns with Kirkpatrick's Level 2.

Tools: Articulate Rise 360, Canva, PowerPoint