Barista Training
Barista Training
Embedded Files
This short, challenging quiz is part of a larger training product for new baristas at a regional boutique coffee chain.
Audience: Baristas who have completed the first phase of an onboarding program
Responsibilities: Instructional design, visual and graphic design, eLearning development
Tools Used: Articulate Storyline 360, Adobe Suite (XD, Illustrator, Photoshop)
The Problem
During barista onboarding, there is a lot of information to absorb. Much of it is customer service related, but the technical skills required to craft custom beverages can be tricky to learn.
New baristas at this chain attend a 1-day, hands-on coffee crafting class where they learn the full menu. After this, they shadow a mentor barista for a week to apply their skills. Though they learn a great deal during these experiences, there has been a significant number of baristas who are forgetting how to make the most often ordered beverages.
When a barista has to ask a colleague how to make an order, or if they have to look it up in the guidebook, each order can take a lot longer than it should. This can lead to low customer satisfaction and a loss of profits.
The eLearning Solution
So that the new barista can focus on the mechanics of the espresso machine and the quality
of their customer service, we decided that much of the menu should be memorized to speed up orders.
Each part of the menu (food, specialty beverages, non-coffee items, and espresso-based drinks) was developed into its own training module and quiz. The example shown here focuses exclusively on the quiz section four most commonly ordered espresso-based drinks.
This quiz offers the chance to exhibit mastery after learners complete the main module. I designed each quiz item to be visually appealing, easy to navigate, and challenging. The feedback is meant to act as a support, rather than a crutch, to show candidates' mastery and problem-solving abilities.
Process
Research
I worked with area managers, store managers, and experienced baristas to determine the scope of the problem and the technical aspects of training delivery. At the conclusion of our meetings, we decided on using eLearning quizzes to supplement hands-on training.
Visual Mockups
Before moving into full development, I created mockups in Adobe XD and applied feedback from my SMEs and potential users on fonts, colors, alignment, illustrations, and flow. Once I achieved the look and feel I was going for, I moved into Storyline and began the development of the interactive prototype.
Interactive Prototype
I developed the introduction and first quiz question in Storyline. I had ten users test these elements and made several style and user experience adjustments based on their feedback.
I then developed the next two quiz questions and had new users test these. They gave immensely helpful feedback that I applied to the overall project.
Full Development
I developed the complete project in Storyline 360, using graphics and illustrations I customized in Adobe Illustrator and Photoshop. The brand colors engage the learner and allow for a custom-feeling interface.
Because this is a quiz, I had to restrict navigation. However, I wanted the user to feel like their time and intelligence were being respected, so I opted for helpful feedback and minimal restrictions to minimize anxiety.
Results and Takeaways
This was a challenging project due to the number of stakeholders I needed to work with. I had access to five SMEs which was fantastic for cultivating information and receiving feedback each step of the way.
Test users were excited about the visual appeal of the project and the progress bar. Having an idea of how long the quiz would take led to increased motivation and satisfaction with correct answers.
I had to re-work several quiz questions to accommodate the preferences of major stakeholders and to meet the project budget. This led to some extra work but helped me learn new ways of maximizing the capabilities of Storyline.
This project gave me to opportunity to exercise my desire to create visually appealing eLearning, while also improving my assessment skills. I enjoyed working with the large number of SMEs and stakeholders and sorting out the best way to satisfy everyone with my product.
Page updated
Report abuse