Inclusive Service Training for Restaurant Staff

This scenario-based eLearning project was created to train restaurant staff in providing inclusive and respectful service to customers from diverse backgrounds, with a focus on accessibility and sensitivity to people with disabilities. Through realistic role-play situations and branching decision points, learners experience the consequences of inappropriate responses and are guided toward more thoughtful, inclusive interactions.

Audience: New restaurant employees and hospitality staff
Responsibilities: Action mapping, storyboarding, Scenario design, instructional design, eLearning development
Tools Used: Articulate Storyline 360, Inkscape, GIMP, Freepik, ChatGPT, Google Docs, Canva, Mindmeister and Figma

Expirience The Project

The Problem

The conceptual client, Alma, is a restaurant striving to create a welcoming and inclusive environment for all guests. However, staff members sometimes struggle to respond appropriately to customers with disabilities or diverse needs, leading to uncomfortable interactions and inconsistent service quality. Alma’s management identified that these challenges stem from limited staff training on accessibility and inclusive communication, which impacts both customer satisfaction and the restaurant’s reputation.

The Solution

I proposed developing a scenario-based eLearning module tailored for Alma’s staff. This immersive training allows employees to engage in realistic situations where their choices affect customer experiences, helping them understand the impact of inclusive versus insensitive service. By applying principles of experiential learning, this solution aims to improve knowledge retention, boost staff confidence, and foster meaningful behavior change that enhances the dining experience for all guests.

My Process

This scenario-based e-learning project was developed using the ADDIE model to define both course objectives and training content.

During the analysis phase, I identified a key challenge: employees often lacked sufficient knowledge and background in the field of disabilities. This knowledge gap limited their ability to empathize with customers and respond with sensitivity to their needs.

To address this, I conducted extensive research, drawing on resources from official disability organizations and first-hand accounts from individuals with disabilities. This allowed me to serve as my own subject matter expert. I then combined these insights with my expertise in designing learning modules using Articulate Storyline 360 to create a scenario-driven course. The result is an engaging, practice-oriented learning experience that helps employees build empathy, develop practical skills, and apply their knowledge in real-world interactions.

Action Map

I began by defining the primary goal: reducing complaints from customers with disabilities while improving service quality and the overall customer experience.

Next, I analyzed recurring situations highlighted in customer complaints to identify the underlying knowledge gaps and the specific actions staff should take to prevent similar issues in the future.

By creating a detailed action map, I ensured that each step of the training design was directly aligned with the project’s overarching objective.

Text-based Storyboard

Based on insights from customer complaints, I designed three interactive scenarios. For each scenario, I wrote one ideal response and two “incorrect” responses, giving learners three options to choose from.

To enhance guidance, I created a character named Roi, the restaurant manager, who acts as a virtual coach. Roi provides hints and explanations during the scenarios, offers feedback at the end, and simulates the supportive role of a real trainer.

I also incorporated realistic customer reactions triggered by the learner’s choices. These reactions not only signal the appropriateness of the response but also create an emotional impact that deepens the learning experience. Customers react physically (with a smile or angry expression), verbally (through speech bubbles with positive or negative comments), and digitally (via customer reviews displayed in a review app at the end of the module, summarizing the training outcome).

The script went through multiple rounds of peer feedback and revisions, resulting in the final version presented below.

Visual Mockups

After designing the logo, I curated a mood board using images from Freepik that reflected the visual style I envisioned for the module. I selected warm pastel tones and a clean, minimal color palette, anchored by the logo’s single primary color. To ensure consistency across all elements, I also created a style guide.

I then moved on to the design phase, first developing wireframes in Figma to outline the structure of each slide type, and later producing high-resolution mockups in Storyline to finalize the layout and visual design.

Scene Assembly & Visual Styling

To create the restaurant environment for this project, I used the vector assets from my mood bord and carefully customized and combined them to build a cohesive, original setting. I adjusted colors, added and rearranged elements like tables, wall art, and lighting, and ensured a consistent visual style across all scenes. While I didn’t illustrate the artwork from scratch, I designed each scene to feel unified and tailored to the narrative context of the project.

In addition to the environment, I also included two custom characters. I used AI tools to generate images based on functional prompts, for example, specifying that a character should be a waiter in uniform, holding a cart with dirty dishes, and matching the existing visual style. I then used Inkscape to vectorize the images by manually tracing and refining them into clean, scalable SVGs. This allowed me to seamlessly integrate the characters into the environment while preserving visual consistency.

Interactive Prototype

I created a functional prototype in Storyline that included the first scenario in full, covering the scenario presentation, response options, outcomes for each choice, and the interactive coach button.

Based on feedback from my colleagues, I refined the user experience and applied these improvements to the remaining scenarios. For example, the coach button was enhanced with a subtle blinking effect after a few seconds to remind learners that it was available for support.

Full Development

The part of the project I am most proud of is the scene design. Creating and refining the visual look of each scenario gave the module its immersive atmosphere, consistency, and unique character. Designing the scenes myself also gave me artistic freedom, I could decide how to set the tone, control the flow of the visuals, and build an environment that truly felt alive and connected.

To enhance realism, I added sound effects that placed the learner inside a restaurant environment: background chatter and ambient music. The soundtrack also changed dynamically depending on the learner’s choices: upbeat music for correct responses and slower, more somber tones for incorrect ones. This subtle layer of audio design helped learners feel immersed while providing intuitive feedback.

Animations further supported the storytelling. Characters were introduced with entrance animations, such as a waiter walking into the frame or a customer in a wheelchair rolling into view. When learners selected an incorrect option, the characters reacted with visible disappointment. These touches transformed the static slides into something closer to a film or game, making the scenarios more engaging.

To add a sense of play and discovery, I included hidden interactive elements: small “secrets” learners could click to trigger a character reaction. While the module is primarily story-based, this gamified feature rewarded curiosity and exploration.

Another important addition was the continuity between scenarios. The mentor character sometimes referenced mistakes from earlier scenes, turning what first felt like separate scenarios into a coherent narrative journey. This continuity gave the project a stronger story-driven feel and kept learners engaged across the module.

My background in programming, combined with my passion for art and video games, enabled me to fully leverage Storyline’s advanced tools, Inkskcape and Gimp. By working effectively with triggers, layers, and variables, I maintained a smooth flow across scenarios while focusing on what mattered most: creating a lively, interactive, and memorable learning experience.

Result and Takeaways

The project was well received, with feedback highlighting the music, animations, hidden elements, attention to detail, and the overall immersive experience. Learners mentioned that the sound and visual feedback, as well as the reviews at the end, will help them retain the key lessons they learned.

Through this project, I gained a deeper understanding of the instructional design process using the ADDIE framework, including analyzing root problems and creating solutions that close knowledge gaps in an engaging way. I also improved my time management skills and learned how to iterate effectively based on peer feedback.

I enjoyed creating the scenes, exploring new techniques in Inkscape, editing sound, and applying my programming background to add gamification and curiosity-driven elements. This experience has given me confidence and motivation to continue developing even more engaging learning modules in the future.

Expirience The Project

Page updated

Google Sites

Report abuse