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Background
Problem: At-home bakers often miss initial critical client communication steps, leading to order errors and client dissatisfaction.
Solution Overview: A brief scenario-based learning module that guides first-time client interactions.
Approach: Action Mapping, Storyboarding, Low-Fidelity Wireframing, Resource & Module Development
Tools: Articulate Storyline 360, Miro, Google Docs, Canva
This brief concept project was created independently, based on personal experience working with clients.
Focusing on observable actions using an action map
This mapping is typically a collaborative process and breaks down the tasks needed to accomplish a set goal- Understanding a client's needs to bake, decorate, and deliver a cake.
This process also helps with determining high priority actions that should be tested during the scenario (whatever's bolded) and how they could be tested.
Creating a storyboard with prompts & actions to construct a basic linear scenario
A storyboard ensures that there is a beginning, middle, and end as well as some conflict and learning opportunities along the way.
It was revised to clarify the learner’s and other character’s roles and goals, ensure cohesion and appropriate pacing, and tell a story through reactions and consequences.
Wireframing low-fidelity slides to visualize the structure & layout.
Sketching screens with minimal details helps to determine the layout with visual branding in mind. Visual elements, like buttons and text styles were based upon an existing business site: mariammakescakes.com
Adding a resource to bridge the gap between the scenario and real work
After initial feedback, a downloadable "Client Checklist" that learners can reference while and during completing the module was made.
It addressed more specific tips and information that would have been too detailed for the scenario and provides performance support following the training.
The eLearning module
Through this project, I reframed cake client communication as a design problem rather than just a set of instructions.
Designing this module allowed me to apply UX principles (simplifying workflows, anticipating pain points, and structuring information progressively) within a learning context.
One key insight: effective learning requires more than presenting best practices. It requires helping learners make decisions and understand consequences.
I was surprised by how much interactivity details matter. Animations, transitions, timing, and mentor characters shape learner experience. A mentor character providing supportive feedback can transform "you're wrong" into "here's how to approach this."
With more time, I would test with actual learners and introduce branching scenarios to let learners practice handling client requests, revisions, and difficult conversations in a low-risk environment.
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