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No More Mis-Steaks: From Oops to Oustanding!
Prevent Common Dining Service Mistakes Through Realistic Scenarios.
Prevent Common Dining Service Mistakes Through Realistic Scenarios.
Waitstaff in retirement residences often face recurring service challenges: wrong orders, missed refills, and mishandled complaints. These small mistakes can negatively affect resident satisfaction and team workflow.
This course was designed to help waitstaff develop the skills needed to deliver consistent, high-quality service by practicing in safe, scenario-based simulations.
I built this branching eLearning course in Articulate Storyline 360 to demonstrate how realistic decision-making scenarios can improve service standards while making learning engaging and memorable.
Detail
Detail
Type: Custom eLearning Development
Client: Demo Project (Golden Pines Retirement Residence)
Date: March 2025
Tools
Tools
Articulate Storyline 360
Figma
Adobe Illustrator & Inkscape
Excalidraw
ChatGPT
Skills
Skills
Storyboarding
Instructional Design
Graphic Design
eLearning Development
AI Integration
The Design Process
The Design Process
Approaching the Problem
Approaching the Problem
Although this is a fictitious project, the issues are based on my real observations from my current part-time job at a retirement residence. The project began by identifying common service challenges through observation and staff feedback. To approach the problem, I applied Cathy Moore’s Action Mapping method and used her formula to craft a practical, observable training goal. I created the action map in Excalidraw, which integrates seamlessly with Figma, allowing me to update and refine the map directly within my master design file.
Storyboarding
Storyboarding
I drafted a storyboard with three branching scenarios: handling order mix-ups, prioritizing resident needs, and responding to complaints. Each path featured realistic dialogue, feedback, and coaching from the supervisor character, Sandra. I began in MS Word but moved to Figma for easier tracking and collaboration. The responsive template I built there resized automatically, reducing manual edits and letting me focus on writing. This streamlined the process, boosted efficiency, and ensured the storyboard was lean and reusable.
Creating a Moodboard
Creating a Moodboard
I then created a moodboard by prompting ChatGPT with information about my project and the desired style (2D flat cartoon). I provided scene descriptions along with a defined color palette, and ChatGPT generated visuals that established the visual direction for the course.
Wireframing
Wireframing
To translate the storyboard into a functional design, I created wireframes that mapped out the course layout. This step allowed me to plan the flow of content, navigation, and decision points before moving into full development. By wireframing in Figma, I was able to test the placement of text, characters, and buttons quickly, ensuring the design was both intuitive and visually aligned with the project’s style.
Creating Visual Mockups
Creating Visual Mockups
This step required the most time, as I sourced and edited graphics using both Figma and Illustrator. Investing effort here paid off later. Once the mockups were complete, I could export them directly into Articulate Storyline. This streamlined development and allowed me to focus primarily on building interactions.
Development
Development
I developed the course in Articulate Storyline 360. To ensure smooth navigation, I prototyped interactive elements and integrated quizzes and knowledge checks to reinforce learning. Throughout development, I applied Mayer’s 12 Multimedia Principles. For example, placing speech bubbles near characters to support contiguity, adding play and continue buttons to promote self-pacing, and writing in a conversational style that included the learner’s name to strengthen personalization.
The Final Product
The Final Product
The final course is a scenario-based eLearning experience that gives waitstaff the chance to practice decision-making in realistic situations without real-world consequences. Learners leave with stronger problem-solving skills, improved service consistency, and greater confidence in handling resident needs.
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