Inflight Conflict Resolution
My aim is to prepare cabin crew with crucial skills for delivering exceptional service. For this objective, I have designed an innovative learning method to boost customer satisfaction and tackle financial challenges. This includes creating secure learning environments for new hires to practice decision-making and see outcomes firsthand.
Experience ProjectDetails
- Audience: Newly-hired flight attendants
- Responsibilities: Instructional Design, eLearning Development, Visual Design, Storyboarding, Action Mapping, Prototyping
- Tools Used: Articulate Storyline 360, MindMeister, Google Suite
Action Mapping
I streamlined my approach by developing an action plan with a clear goal. I identified key actions to empower flight attendants in diffusing tense situations and reducing complaints. This streamlined strategy aimed to elevate the customer experience and optimize service delivery in the airline industry.
Visual storyboard
On a new flight attendant's first day, I designed a scenario focusing on common issues like weather delays and baggage problems. The scenario includes question prompts with both correct choices and realistic distractors. To simulate real-world guidance, I incorporated a mentor figure, providing invaluable support and preparing new hires for actual challenges they may face.
This facilitates learners in understanding the real-world implications of their decisions. Additionally, I integrated a gamified "anger meter" to indicate passenger emotions. Finally, I proposed providing customer satisfaction reports based on learners's choices, mirroring those encountered by flight attendants in their roles.
Features
Custom Animation, Prescriptive Feedback, Gamification - Passenger Anger Meter, Customer Satisfaction Reports, Scenario Branching.