Project case study (STAR)
Front-Stage: Retail Service Recovery
9 × 3-minute microlearns store leaders run as a 15-minute pre-shift huddle. NPS up 11 in 90 days.
Impact & Results
Step 1 — The Situation
Specialty retailer’s NPS detractors clustered around three recoverable moments. Store leaders had no shared vocabulary for coaching them.
Step 2 — The Task
As a Senior Instructional Designer, I led the end-to-end design and development of this project — from discovery and needs analysis through final delivery and implementation support.
Process timeline
SAM Process
Gather information and set goals
Design, prototype, review
Develop, implement, evaluate
Gather information and set goals
Design, prototype, review
Develop, implement, evaluate
Step 4 — The Solution
Ship 9 × 3-minute microlearns store leaders could run as a 15-minute pre-shift huddle.
Tools Used
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