[River City Coffee]

[Customer Service + Microlearning Database] - Design Document

Topic: Description:
Business Purpose Business Problem 1: River City is receiving negative feedback
online about the attitude and disposition of their baristas. During
formal and informal in-person observation, supervisors have
noticed baristas being disconnected, unattentive to customer
needs, and customers feeling like they are “interrupting the
baristas” to make requests.

Business Problem 2: Management also notices that store tasks

that take place more infrequently often get neglected or
completed improperly by staff.

Needs Assessment/Proposed Solutions:

An eLearning module developed with supervisors' customer

service goals in mind required for all employees. 10-15 minutes
in length, this should be a crash course in the basic expectations
for customer interactions at River City and refresh learners on
what their public facing role entails.

A set of micro-learning content to exist in a database accessible

to staff members that demonstrate how and when to complete
specific store tasks. These will be hosted on the store iPad,
accessible for any working staff to visit and review their
requirements. The content will be organized by shift and by task.
This content will be coupled with an employee required guide
video (2-3 minutes) that outlines how to navigate and take
advantage of the database.

Learning Objectives By the end of the customer service eLearning course:

1. Learners will be able to reiterate the foundational

principles that guide customer interaction at River City.

2. Learners will be able to appraise customer service

interactions between baristas and customers presented
to them.

3. Learners will be able to role play positive customer

interactions in simulations of difficult to handle scenarios
by applying the guiding principles they’ve learned.

By the end of the microlearning content:

4. Learners will be able to find what tasks are expected of

them during their shift.
 5. Learners will be able to execute all deep cleaning,
weekly, and seasonal tasks that are required for their
shift.

Assessment eLearning course assessment:

LO1+2: Content Quiz - within the eLearning module.

LO3: Scenario based roleplay experience within the eLearning

module.

Microlearning database assessment:

LO4: (2-3) minute Rise module covering database navigation.

LO5: Two-week check-in report with stakeholders to evaluate the

effectiveness of L&D measures for infrequent task completion by
staff during shifts.

Target Audience I. Demographic Information:

General Learner Profile: Learners are current baristas and

future new hires, excluding the top management heading this
project.

Primary Knowledge Gaps: Manager reports 30% of staff

struggles with basic customer service friendliness and the store’s
expectations for customer interactions. Staff lacks a resource to
review the expectations for infrequent store tasks such as deep
cleaning and seasonal tasks.

Age / Gender: Learners tend to be 18-27 years of age. 30%

male, 70% female, self-reported.

Education Level: 3 learners are college students attending the

local University, 7 have a bachelor degree or higher in a
separate discipline.

Previous job experience/Background: 80% of Baristas had

been employed in some capacity before River City. 40% have
worked in coffee or as a barista before River City.

Cultural considerations: Learners are largely young, politically

liberal, and often share a social network through the University in
town. Many baristas value the liberal arts, and are moving
between jobs or between stations in life - River City is often not
the permanent home for most employees. Most learners have
 other responsibilities with school, some families, and others
second jobs.

Motivation levels (Intrinsic and Extrinsic): Variable. Manager

has observed that the learner base is motivated to participate in
the culture of downtown, and often learners adopt a loyalty to the
shop and customer base. Some may be less enthusiastic to be
retrained, or feel as though they are above customer service
reminders.

Technology Considerations: Generally, a base of

technologically capable learners. Mobile learning should be
utilized when applicable, Articulate Rise will be a good fit for both
modules. Microlearning should exist as video content in a similar
style to short-form video, suitable for landscape viewing on store
iPad.

II. Learning Environment:

On-site, remote, or hybrid: Remote eLearning: Customer

Service module, Microlearning Database Guide. On-site:
Microlearning Database.
Available technology and tools: Learner’s phone, store iPad,
no LMS.
Potential distractions or barriers to learning: Learner limited
attention span and split attention between other interests. Loyalty
to brand principles and relevance for the learner needs to be
established.

VI. Organizational Analysis:

Company culture and values:

Issue with current instructional practices:

Legal requirements or constraints: N/A

Health and safety considerations: Compliance with Indiana
Health Department and food safety standards.
Any other unique requirements or challenges specific to the
organization or its industry:N/A

Training Time Customer Service eLearning Module (10-15 minutes)

Microlearning Database Guide (3-5 minutes)
Microlearning Video content (30 seconds - 2 minute videos,
variable by individual learning task)

Deliverables Design Document (this document)

Customer Service eLearning Module:
- Storyboard (PPT)
- Stakeholder Meeting Report (DOC)
 - Beta Module (Rise)
- Stakeholder Meeting Report (DOC)
- Gold Module (Rise)
Microlearning Database:
- SME Meeting Report & Needs analysis (DOC)
- Determined number of Microlearning videos (scripts +
filmed content)
- Database folders on iPad (Photos App Albums)
- Guide for Learner Navigation (Rise)