Membership sales at FastFit Barre Studio (a fictitious client) have steadily declined over the past few months. Although first-time clients are attending their initial classes, many are not converting to membership purchases. Upon analyzing this performance issue, I identified the root cause: sales associates lacked knowledge of effective sales techniques and customer service skills.

To address this, I proposed a scenario-based eLearning experience where sales associates could practice interacting with clients in a safe, risk-free environment. This approach allows learners to connect their choices with real-world consequences, enhancing the learning experience. Additionally, I incorporating a gamified “client satisfaction meter” to track the emotional status of the client throughout the scenario, providing immediate feedback while adding excitement and engagement for the learner.

Text-based Storyboard 

After finalizing the action map, I began storyboarding the experience, framing it around a new client’s first visit—following her journey from entering the studio to potentially purchasing a membership. The dialogue between the client and sales associate was crafted to be conversational and informal, aligning with Mayer’s Personalization Principle of Multimedia Learning. This helped keep the focus on the high-priority actions to avoid information overload.

To enhance engagement, I incorporated learner feedback through a gamified “client satisfaction meter.” The meter provided immediate visual feedback, increasing or decreasing based on the learner’s decisions. Correct choices earned positive reinforcement, while incorrect choices triggered consequence scenarios, allowing learners to learn from their mistakes and try again.

I also introduced a mentor character, Gabby, who offered guidance throughout the scenario. Gabby helped learners by explaining why certain choices were effective, providing support, and steering them toward the right behavior. The SME was highly supportive of using a mentor to keep learners motivated through challenging scenarios.

Interactive Prototype

Using Articulate Storyline 360, I developed an interactive prototype based on the visual mockups and storyboard. The prototype included the title screen, scenario and mentor introductions, and the first question’s correct and incorrect consequences. I focused on smooth transitions and crisp animations to maintain learner engagement, while programming the interactions with variables, conditions, triggers, and states.

Feedback from my SME and online peers highlighted appreciation for small details, like text bubbles on custom motion paths and the characters' varied poses and expressions. After refining a few visual elements and transitions based on feedback, the prototype was well received, and I proceeded to full development.

"The training is organized and clear to understand. I think it would be a great tool to use for new hires and can even act as a refresher course to keep desk associates up to date on customer service protocol.  It's always good to refresh skills. You never know where you may have slacked off or slipped back. "