Embedded Files
Storyline 360 Samples
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Tools Used
Articulate Storyline 360, Canva, GenAI (illustrations)
Deliverables
e-Learning Course (SCORM-Compliant), Design Document, Storyboard, Service Standards Job Aid
🖱️Click on each button to view the document.
Highlights
Branching, scenario-based learning grounded in real guest service situations
Custom avatars and cohesive GenAI illustrations aligned to brand aesthetics
Interactive design using layers, variables, drag-and-drop, and dynamic triggers
Timed narration and animation for guided storytelling
Embedded knowledge checks and a summative assessment for measurable learning
Harborstone Signature Service
Delivering Five-Star Guest Experiences
Audience
Front-of-house employees across Harborstone Hotel Collection properties, including guest services, front desk, and concierge staff. While experienced in hospitality operations, they require structured training to deliver consistent, brand-aligned service behaviors across guest touchpoints.
Business Problem
Harborstone Hotel Collection is known for luxury design and elevated, personalized service. However, guest feedback and internal observations revealed inconsistencies in how frontline staff responded to guest needs, documented service actions, and followed through after issue resolution. These gaps impacted service quality, guest satisfaction, and brand consistency across locations.
Solution
This scenario-based Articulate Storyline course establishes clear, repeatable service behaviors aligned with Harborstone’s five-star standards. The training strengthens documentation accuracy, follow-through practices, and frontline confidence to support a consistent guest experience brand-wide. A companion job aid reinforces escalation and reporting procedures at the point of need.
Process
Developed using the ADDIE framework to align business goals, measurable objectives, and evaluation strategy.
Analysis: Identified performance gaps in guest response, documentation, and follow-through behaviors across locations.
Design: Created a comprehensive Design Document and detailed Storyboard mapping objectives, assessments, branching logic, variables, and feedback paths.
Development: Built the course in Articulate Storyline 360 using layered slides, triggers, variables, branching scenarios, custom avatars, and GenAI-generated assets. Designed a companion job aid to support transfer of learning.
Implementation & Evaluation:
Kirkpatrick Level 2 (Learning): Scenario-based knowledge checks and a graded assessment measure application of service standards.
Kirkpatrick Level 3 (Behavior): Planned evaluation includes observation checklists, guest satisfaction indicators, and documentation audits to assess real-world behavior change.
Rise 360 Samples
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Tools Used
Rise 360, Canva, GenAI (illustrations)
Deliverables
e-Learning Course
Highlights
Structured onboarding experience built in Articulate Rise 360
Scenario-based decision checks aligned to real on-course situations
Performance-based assessments tied directly to terminal learning objectives
Branded visuals and custom graphics reflecting an upscale private club environment
Clear behavior expectations connected to operational outcomes
Course-Ready: Membership Etiquette at Whispering Pines
Digital Onboarding for Elevated Course Standards
Audience
New seasonal members at Whispering Pines Golf Reserve, including first-time private club members with varying levels of golf experience. Learners are comfortable with technology but often unfamiliar with private-club etiquette, course care standards, and pace-of-play expectations.
Business Problem
Whispering Pines lacked a structured onboarding system to educate new members on club policies, course care responsibilities, and pace-of-play expectations. As a result, staff reported repeated rule violations, increased course maintenance demands, slower weekend rounds, and rising member complaints. Informal communication methods (handouts, signage, verbal reminders) were inconsistent and not scalable as membership grew.
Solution
I designed a structured Rise onboarding course to establish clear, actionable standards for conduct, course care, and pace of play. The course aligns member behaviors to operational goals such as reduced policy violations, improved round times, and stronger member satisfaction indicators. Scenario-based assessments reinforce decision-making in realistic on-course situations to promote accountability and transfer of learning.
Process
This project followed the ADDIE framework to ensure alignment between club operations, member experience goals, and measurable learning outcomes.
Analysis: Reviewed common member violations, pace-of-play concerns, and maintenance issues to identify behavior gaps impacting course operations and member satisfaction.
Design: Mapped three terminal learning objectives to observable on-course behaviors (rule adherence, responsible course care, and pace management). Developed structured content blocks and performance-based scenario questions aligned to each objective.
Development: Built the course in Articulate Rise 360 using scenario blocks, knowledge checks, labeled graphics, and branded visual assets to create a polished, mobile-friendly onboarding experience.
Implementation & Evaluation:
Kirkpatrick Level 2 (Learning): Scenario-based assessments measure members’ ability to apply club standards.
Kirkpatrick Level 3 (Behavior): Intended measures include reduced rule violations, improved pace-of-play metrics, and decreased course repair interventions.
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