Making customer service pleasant at The Nature Collection Art Gallery

This scenario-based eLearning experience helps instructors and sales associates make appropriate decisions to recover customers’ art collections after accidentally damaging them in the Nature Collection Art Gallery. It provides instructors and sales associates a foundation for handling real-life customer service recovery situations.  

Audience: New, Seasonal, and Sales Associates at the Nature Collection Art Gallery

Responsibilities: Instructional Design, E-Learning Development, Graphic Design 

Tools Used: Adobe Captivate, Canva, Google Docs, AI Integration

Problem

At The Nature Collection Art Gallery, sales associates are failing to follow up with customers when their art pieces have been damaged. This often results in the managers handling the customer service calls. Due to the delays and lack of accountability with the sales associates, customers are frustrated and retention is low. 

Success in any business requires honesty and positive customer relations. The gallery owners desire to provide strong, positive experiences for customer satisfaction and a positive work environment.

Solution

This scenario-based eLearning course creates a risk-free environment that allows associates to make decisions about customer service recovery. Scenario-based eLearning courses are memorable and show realistic consequences that result from most common mistakes. Seeing the consequences and practicing the correct actions will enable associates to make good decisions and avoid the common mistakes. 

Process

This is a simulated project, and I wanted to make the process accurate. Therefore, I met with a Subject Matter Expert (SME) who has been running a successful customer oriented business for over 40 years. 

We defined the goal and identified the progressive steps an associate should take after accidentally breaking a customer's piece. 

With the information, I developed an action map and text-based storyboard. 

Action Map

I collaborated with a Subject Matter Expert (SME) to define the overall goal. I guided the expert to identify actions an associate should take after accidentally damaging a customer’s art gallery piece. 

Text-based Storyboard

Once the action map was completed with defined specific actions, I worked on developing a text based storyboard to create the choices and the consequences. As the learner goes through each scenario, there will be options for the questions. Each question will have three actions: one correct choice and two incorrect choices. 

If the learner chooses the correct action, they will see the positive consequence and continue to the next scenario. If a wrong action is selected, the learner will experience real-life consequences and be provided with the ‘try again’ button. This button will lead them back to the question where they can choose another action. In each scenario, the learner can seek help from the mentor by clicking on the icon.

Visual Mock-Ups

For the color scheme, I incorporated shades of blue and green with accents of gray and white.

The main slides feature a full-slide visual asset, designed as a gallery hall backdrop. Additional slides guide the mentor and learner through each scenario, with response-driven slides indicating whether a consequence is positive or negative.

Interactive Prototype

For this company, I have used Adobe Captivate to create an interactive prototype. The prototype consists of the opening screen, an introduction to the scenario in which the learner meets the mentor, and questions with correct and incorrect prompts. 

Although I didn't receive formal feedback from the company due to this project being a simulation, I collaborated closely with an experienced Subject Matter Expert (SME) to enhance authenticity. The SME provided valuable insights during the planning stages, suggesting the inclusion of gallery-specific policies and practices, and advising that questions and slides accurately reflect relevant information.

With this foundational input, I developed a comprehensive 33-slide layout, including opening slides, prompts, questions, and mentor guidance slides. Each slide was programmed to allow for adaptive navigation—forward, backward, or branching to alternative slides—based on learner responses, showcasing my skill in creating responsive, scenario-based learning experiences.