Create a positive client experience to boost sales
at FastFit Barre Studio
I designed this scenario-based eLearning concept project for fitness studio sales associates to improve customer service and increase membership sales. Throughout the course, learners navigate real-life, low-risk scenarios to practice closing sales and handling client interactions.
Overview
Audience
Sales Associates at FastFit Barre Studio
Responsibilities
Instructional Design
eLearning Development
Visual Design
Storyboarding
Action Mapping
Prototyping
Tools
Articulate Storyline 360
Adobe XD
Adobe Illustrator
MindMeister
Google Docs
Audacity
Membership sales at FastFit Barre Studio (a fictitious client) have steadily declined over the past few months. Although first-time clients are attending their initial classes, many are not converting to membership purchases. Upon analyzing this performance issue, I identified the root cause: sales associates lacked knowledge of effective sales techniques and customer service skills.
To address this, I proposed a scenario-based eLearning experience where sales associates could practice interacting with clients in a safe, risk-free environment. This approach allows learners to connect their choices with real-world consequences, enhancing the learning experience. Additionally, I incorporating a gamified “client satisfaction meter” to track the emotional status of the client throughout the scenario, providing immediate feedback while adding excitement and engagement for the learner.
The Process
Action Mapping
I consulted with the owner of a local fitness barre studio as my subject matter expert (SME) and analyzed data from first-time client surveys to develop an action map and define the project’s goal. Using client feedback, we identified key actions that would improve the client experience and drive membership sales. After evaluating each action, I pinpointed three high-priority areas that shaped the content and questions in the learning experience:
Preparing the studio space
Setting client expectations
Educating clients on membership options and workout benefits
These focus areas ensured the learning content aligned directly with the studio’s business goals.
Action Map
Text-based Storyboard
After finalizing the action map, I began storyboarding the experience, framing it around a new client’s first visit—following her journey from entering the studio to potentially purchasing a membership. The dialogue between the client and sales associate was crafted to be conversational and informal, aligning with Mayer’s Personalization Principle of Multimedia Learning. This helped keep the focus on the high-priority actions to avoid information overload.
To enhance engagement, I incorporated learner feedback through a gamified “client satisfaction meter.” The meter provided immediate visual feedback, increasing or decreasing based on the learner’s decisions. Correct choices earned positive reinforcement, while incorrect choices triggered consequence scenarios, allowing learners to learn from their mistakes and try again.
I also introduced a mentor character, Gabby, who offered guidance throughout the scenario. Gabby helped learners by explaining why certain choices were effective, providing support, and steering them toward the right behavior. The SME was highly supportive of using a mentor to keep learners motivated through challenging scenarios.
Text-based Storyboard - Google Docs
Visual Mockups: Adobe XD - Adobe Illustrator
Once the text-based storyboard was approved, I moved to visual mockups in Adobe XD, leveraging my visual arts background to create a sophisticated, clean barre studio environment. I designed and edited characters and studio elements in Adobe Illustrator, ensuring the visuals aligned with the brand. In Adobe XD, I experimented with color schemes, font styles, and layouts to match the look and feel of the characters and environment, all while maintaining consistency with FastFit Barre Studio’s branding through a detailed style guide.
My focus was to ensure a balance between visual, verbal, and auditory elements that enhanced the learning experience and told a cohesive story. Once the mockups were approved, I transitioned to Articulate Storyline 360 to implement interactivity and refine the design further.
Adobe XD
Characters - Brand Kit .pdfCharacter Assets - Gabby (Mentor), Rachel (Client)
Color Scheme Text Style Buttons Brand Kit.pdfStyle Guide
Interactive Prototype
Using Articulate Storyline 360, I developed an interactive prototype based on the visual mockups and storyboard. The prototype included the title screen, scenario and mentor introductions, and the first question’s correct and incorrect consequences. I focused on smooth transitions and crisp animations to maintain learner engagement, while programming the interactions with variables, conditions, triggers, and states.
Feedback from my SME and online peers highlighted appreciation for small details, like text bubbles on custom motion paths and the characters' varied poses and expressions. After refining a few visual elements and transitions based on feedback, the prototype was well received, and I proceeded to full development.
To keep transitions smooth from question slide to answer slide I had to incorporate variables and conditions to prevent cutting off the animation of the elements on the question slides as they transition to the next slide.
Full Development
With the framework in place, the rest of the project development was straightforward and efficient. I built out the remaining slides, iterating until all animations, sounds, visuals, and triggers flowed seamlessly. Based on peer feedback, I added a 5-star client review on the final slide to visually affirm the learner's positive choices. For the first question’s incorrect answer, I included a negative client review to reinforce the impact of poor decisions.
To grab attention early, I created a introduction slide with sleek animations, the studio's logo, and an engaging soundtrack. Subtle sound effects were also incorporated throughout the course to enhance the overall experience.
Positive client review e-mail presented at the end of the experience.
Features
Custom Visuals:
I sourced and edited visual assets using Adobe Illustrator, challenging myself to build the studio scenes from scratch. This involved resizing, layer editing, color adjustments, and merging elements to create an immersive environment.
Engaging Audio and Sound Effects:
To enhance realism, I integrated sound effects throughout the experience. Positive and negative chimes sync with the client satisfaction meter, while subtle sounds, like an email chime on review slides, add detail. My favorite addition is the studio intro slide, featuring a custom logo and motivational soundtrack, with layered animations creating a brief "hype video" for the project.
Gamification – Client Satisfaction Meter:
I introduced a client satisfaction meter to boost engagement. It provides immediate feedback by reflecting how client emotions change based on the learner's choices, building toward the goal of customer satisfaction.
Strategic Feedback – Mentor:
For each scenario question, learners can consult Gabby, a mentor character, via the “Ask Gabby” button. Gabby offers guidance, helping learners make better choices and understand why certain actions are effective.
I was challenged to find a way to have a continuous soundtrack playing in the background of the slide but not having it stop when the timeline paused on the text box animation. I to solve this issue I utilized layers and created a "loop" on the timeline.
I created conditions and variables to move the slider along the client satisfaction meter based on the learners choices.
To Wrap it Up!
I shared the completed project with my network and friends at a local barre fitness studio, receiving positive feedback on its look, feel, and functionality. Peers pointed out grammatical errors and offered insights on visual design choices I hadn’t considered. The studio owner I collaborated with was particularly impressed and believes this experience would be a valuable asset for her sales associates.
Future Enhancements:
If given the opportunity to expand the project, I would include:
Expanded Client Situations/Interactions: Currently, the experience features just one client scenario. A more comprehensive approach could cover various situations a desk associate might face, such as converting leads into clients or "saving" a member who wants to cancel. Presenting multiple scenarios randomly or sequentially would enhance the learning experience’s effectiveness.
Barre Instructor Training: While this training focuses on desk associates, class instructors also play a crucial role in customer experience. Developing a separate training module for instructor-client interactions could further promote sales and improve client satisfaction.
This project allowed me to collaborate with a SME, gather feedback from peers, and learn new tools and programs. I thoroughly enjoyed the challenge of creating a functional eLearning experience and watching it come to life. The design and development stage resonated with me, enabling me to leverage my visual arts skills while exploring various authoring tools. I look forward to applying my instructional design and eLearning development skills to create meaningful learning experiences in future projects.
What are people saying...?
"The training is organized and clear to understand. I think it would be a great tool to use for new hires and can even act as a refresher course to keep desk associates up to date on customer service protocol. It's always good to refresh skills. You never know where you may have slacked off or slipped back. "
Deidra Suber, Pure Barre Instructor and Front Desk Associate - Jacksonville, FL
Let's Connect & Create!
Mary Beth Allgaier / marye.allgaier@gmail.com
I look forward to connecting with you to create memorable and meaningful learning experiences.
