Featured Project
Discover Dogs - Customer Interaction Training
Project Title:
Discover Dogs Customer Interaction Training
Role:
Instructional Designer, eLearning Developer, Project Leader
Tools used in Development:
Vyond, Logic Pro X, Storyline, Eleven Labs Voice Studio, Canva, Final Cut Pro, Microsoft Word, PPT, Google Docs, Trello
Time in Development: 3 months
Client: Discover Dogs
Executive Summary
This project addressed the need for a more structured and efficient customer interaction training program at Discover Dogs. The existing approach relied heavily on informal learning through observation and peer conversations, which led to inconsistent service and prolonged training periods. To improve efficiency and uphold the company’s customer-centric values, a scenario-based eLearning module was developed. The training equips new employees with the skills and confidence to engage customers effectively from the start.
Challenge
Customer interaction was not a structured part of induction. New staff were expected to learn through observation, which led to inconsistent service and a heavy reliance on senior staff for up to 2–3 months.
This slowed down time to independence and made it difficult to consistently deliver the company’s customer-focused approach.
To address these issues and improve training efficiency, Discover Dogs aimed to introduce a more structured and targeted approach; one that would build staff confidence and competence in customer interactions more quickly. This initiative supports the company’s broader goal of standing out in a competitive market by offering expert, customer-focused service.
Solution
I designed a scenario-based eLearning module focused on helping staff practise real customer interactions before stepping onto the shop floor.
Rather than covering everything at once, I narrowed the focus to the variables that actually drive good interactions — customer needs, emotional state, limitations, and readiness for change.
Learners work through realistic scenarios with branching outcomes, allowing them to see the impact of their decisions and build confidence in handling different situations.
The eLearning is followed by role-play assessments, giving staff the chance to practise, reflect, and apply what they’ve learned in a more controlled setting.
Results
Learners reported increased confidence in handling customer interactions
Training described as practical, easy to follow, and useful to revisit on the job
Clear pathway established for measuring success through in-store assessment (target: 90% pass rate)
