Verbal and Non-verbal communication skills for Brand Ambassadors
This is a scenario-based eLearning concept demo project designed and developed to help brand ambassadors to engage in effective verbal and non-verbal communication. Throughout the course, the BA engages in a series of real-life, low-risk scenarios, ultimately learning what actions lead to sales and positive customer reviews.
Audience: Brand Ambassadors at mall kiosks
Responsibilities: Instructional Design, Action Mapping (Needs Analysis),
Storyboarding, Concept mapping, Visual Design, Mockups, eLearning Development
Tools Used: Articulate Storyline, Shutterstock, Vyond, Miro, Adobe Suite
Audience: Brand Ambassadors at mall kiosks
Responsibilities: Instructional Design, Action Mapping (Needs Analysis),
Storyboarding, Concept mapping, Visual Design, Mockups, eLearning Development
Tools Used: Articulate Storyline, Shutterstock, Vyond, Miro, Adobe Suite
The Problem
Damac wants Brand Ambassadors to apply their verbal and non-verbal communication skills appropriately to increase customer footfalls in the mall kiosks and book appointments with the customer relationship manager at the sales office.
Damac wants Brand Ambassadors to apply their verbal and non-verbal communication skills appropriately to increase customer footfalls in the mall kiosks and book appointments with the customer relationship manager at the sales office.
The Solution
After careful analysis, I determined that the problem was performance-related and caused by the brand ambassadors’ lack of knowledge of verbal and non-verbal communication. To solve the performance problem, I proposed an immersive scenario-based eLearning experience to help brand ambassadors to practice techniques in a real-world setting. Keeping customer reviews in mind, the learning experience would help the learner make a connection between using appropriate strategies and receiving positive customer reviews.
After careful analysis, I determined that the problem was performance-related and caused by the brand ambassadors’ lack of knowledge of verbal and non-verbal communication. To solve the performance problem, I proposed an immersive scenario-based eLearning experience to help brand ambassadors to practice techniques in a real-world setting. Keeping customer reviews in mind, the learning experience would help the learner make a connection between using appropriate strategies and receiving positive customer reviews.
Process
Before reaching full development, my process included creating an action map, drafting a storyboard/concept map, designing visual mockups, and building out an interactive prototype.
Action Map
The Story-flow/Concept Map
Interactive Prototype
Creating the interactive prototype fully brought the experience to life. Using Articulate Storyline 360, I developed a prototype to collect feedback on functionality and development.
I included several interactive slides in my prototype up until the first and second scenario-based question. I added in triggers, animation, sound, and a satisfaction meter. Once satisfied with my work, I shared it with my stakeholders and iterated based on feedback using Storyline’s 360 Review feature.
I included several interactive slides in my prototype up until the first and second scenario-based question. I added in triggers, animation, sound, and a satisfaction meter. Once satisfied with my work, I shared it with my stakeholders and iterated based on feedback using Storyline’s 360 Review feature.
