Gym Client Retention
This scenario-based e-learning concept project helps personal trainers practice soft skills and build rapport with their clients, increasing client retention rates. In this training, learners must make decisions similar to the ones they would make on the job in various scenarios. They will learn from the consequences of their actions.
Target Audience
New and existing Personal Trainers
Responsibilities:
Instructional design
e-learning development
Visual design
Action mapping
Mockups
Storyboarding
Tools Used:
Articulate Storyline 360
MindMeister
Vyond
Figma
Google docs
The Problem
I developed an e-learning experience to help new gym trainers build client rapport and acquire soft skills. This program would be incorporated into the onboarding process for personal trainers. The inspiration for this project came from my return to the gym after the COVID-19 shutdowns, where I observed inexperienced trainers struggling to retain clients despite charging twice the gym membership fee.
The Solution
The eLearning experience trains personal trainers in soft skills to improve client retention through a scenario-based, story-driven approach. This option was chosen because it would allow trainers to practice and apply soft skills in a low-risk environment. Three real-life situations they may experience on the job are presented to the learner as part of the training
My Process
I followed the ADDIE instructional design model (analysis, design, development, implementation, and evaluation) to bring this project to life successfully. I took a step-by-step approach, starting with an action map and moving on to writing a storyboard and creating visual mockups. Before creating the full project, I developed an interactive prototype to test functionality and usability with learners. The final step was building the full project. Throughout the process, I collected feedback and made adjustments to ensure a cohesive final product.
Action Map
I served as the subject matter expert (SME) and utilized Mindmeister to create an action map. I established a realistic and measurable business goal by creating what is essentially a blueprint. The goal which can be seen at the front of the action map is to increase gym member client retention. Then I identified the four high-priority actions/tasks personal trainers must complete to build a successful relationship with their clients. The high-priority actions formed the backbone of my scenario-based questions. Inspired by "Map It" by Cathy Moore, I ensured that the focus was on tangible and observable actions that would drive behavior change.
Text-based Storyboard
I created a storyboard for the learning experience by developing different scenarios and writing a script using storytelling as an instructional strategy. The storytelling makes the project feel realistic, allowing it to resonate with the target audience. I utilized Google Docs as a simple cloud-based tool to save and organize my work. The process was straightforward and involved adding every title, prompt, tip, programming note, and interaction to each slide. I wrote a comprehensive story that included high-priority actions and scenarios with consequences for each choice and included a mentor character to assist the learner if and when needed. After getting feedback, I made a few modifications based on suggestions. With the text, dialogue, visual design, and programming notes finalized, I had a clear vision for my project and could move on to the visual design phase.
Visual Mockups
After receiving approval for my text-based based storyboard, I began the visual design process.To plan the appearance of my project, I utilized Figma to create visual mockups and began with a mood board for ideas. I gathered inspiration from photos, fonts, and color palettes and created a style guide, testing the colors for contrast and readability to ensure accessibility.
To really bring the story to life, I utilized Vyond to create animated characters and scenes for the learning experience. Videos engage and motivate like no other media. Vyond makes it easy to create them. Diving into Figma was one of the most challenging yet rewarding parts of the design process, as I could express my visual design skills and craft a visually appealing and functional learning experience for the user. After multiple iterations, I arrived at the final design, incorporating visuals from Vyond into my high fidelity mock-ups.
Interactive Prototype
The interactive prototype serves as an early glimpse of the appearance and functionality of the project. It is not meant to be a final version but rather an indication of the result. With my text-based storyboard and visual mockups completed, I brought my project to life using Articulate Storyline 360. This was an exhilarating stage as I watched my project unfold. I created a prototype, including the introduction, first and second scenario-based questions, and consequences for each answer. I tested triggers, animations, and sound effects and sought feedback through user testing. Developing the prototype was challenging and exciting, allowing me to iterate as needed through a straightforward feedback and revision process. After many rounds of testing and feedback from my peers, I refined the layout, interactions and animation then moved on to complete the development of the project in Articulate storyline 360.
Full Development
I developed my final product after modifying my prototype based on feedback from instructional designers and other users. I added more sound effects and animations to immerse the learner into the story, including a split-screen text messages conversation and scenes with background noise from the gym. The full-fledged learning experience took a few weeks to complete and featured animated videos created with Vyond, which were crucial to the story aspect of the experience. The videos set the scene and showed the outcome of the user's choices. A significant amount of time was spent carefully developing and refining the videos with Vyond to create a cohesive story with different scenarios for the user to explore. Bringing all the elements together successfully created a fully functioning learning experience.
Results and Takeaways
The Final product was well received by my peers in the instructional design community. Many commented on the smooth animations and watching how the characters come to life to form an engaging story and experience. This process has helped me discover my skill of immersive storytelling and how to utilize it to build an engaging and effective learning experience.
“I enjoyed seeing how Jonathan combined dialogue and his visuals to keep the story moving forward in an engaging way.” Nicole Stephens, Instructional Designer
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I have worked with leaners of all ages, helping them reach their goals and I would love to help you reach yours.
