Customer Service Excellence for Fast Fashion Retail

Business Challenge

Fast fashion retailers face high customer churn rates due to inconsistent service quality, with front-line staff lacking structured training in conflict resolution and customer retention strategies.

Learning Solution

15-minute interactive eLearning module covering active listening, empathy, and issue resolution

Realistic customer scenarios with branching dialogue options

Immediate feedback and coaching tips based on learner choices

Mobile-responsive design for just-in-time learning on sales floor

Target Impact

Designed to reduce customer complaints by 30% and improve satisfaction scores through consistent service delivery standards.

My Process

Using the ADDIE approach, I began by creating a detailed storyboard, outlining the interactive scenarios and key learning objectives. Drawing on best practices in customer service, I crafted concise, impactful content that focused on active listening, empathy, and problem resolution skills. Each scenario was designed to reflect real-world challenges faced in the fast fashion industry, ensuring relevance and practical application. After finalizing the storyboard, I developed visual mockups using Adobe Illustrator. This involved modifying vector graphics sourced from stock photo sites to align with the style guide I created for the course. Through this process, I experimented with different visual styles and color schemes to create a cohesive and engaging learning environment that resonated with the brand’s aesthetics.

Text-based Storyboard

Mood Board

Interactive Prototype

I created an interactive prototype in Storyline 360, bringing the scenarios to life with branching pathways and decision points. This prototype allowed for thorough testing and iterative refinements, ensuring the final product was intuitive, engaging, and effective in teaching essential customer service skills.