Harborstone Signature Service

Respond, Document, Follow Up

This quick-reference guide reinforces the service recovery process introduced in the Harborstone Signature Service e-learning course. Designed for front-of-house staff, it provides clear, actionable steps to protect guests, document incidents accurately, and follow through with confidence.

The job aid supports real-time performance by standardizing service behaviors across properties and reinforcing brand-aligned escalation and reporting procedures.

Tools Used 

Canva, Generative  AI (illustrations)

Metro Transit Rider Confidence

Rapid Performance Support Prototype 

This rapid prototype demonstrates how generative AI can be used to efficiently translate an instructional strategy into a polished performance-support tool. Developed as part of a proposed learning solution for unfamiliar and infrequent Metro Transit riders, the job aid simplifies fare-payment options into a clear, accessible visual reference for use at the point of need.

Using Claude, I developed and refined targeted prompts to rapidly prototype the visual solution while directing the content structure, information hierarchy, accessibility considerations, and alignment with rider needs. The job aid translates the fare-payment portion of the proposed learning strategy into point-of-need support, helping unfamiliar riders identify payment options and determine how and where to pay.

This rapid-prototyping approach demonstrates how generative AI can support efficient development when time, budget, or production resources are limited, while instructional design decisions remain grounded in learner and performance needs. The accompanying Design Document details the audience analysis, learning objectives, accessibility considerations, performance-support strategy, and evaluation approach behind the solution.

Tools Used 

Claude (Generative AI Rapid Prototyping)