Gilbert’s Pharmacy: Coaching for Accuracy with the GROW Model

Project Overview

Gilbert’s Pharmacy asked leaders to handle near‑miss accuracy incidents through structured coaching instead of one‑off corrections or only annual reviews. This project turns their GROW coaching leader guide into a short, interactive lesson that helps managers guide real conversations about accuracy, workflow, and patient safety.

Design Challenge

Design a microlearning experience that helps Gilbert’s leaders confidently use the GROW model in day‑to‑day performance conversations, especially when a pharmacist has had several near‑misses during busy shifts. The course needed to keep theory light, connect explicitly to Gilbert’s core values, and give leaders a safe space to practise the conversation before trying it with their own team members.

Learning Solution

I designed a short Mindsmith lesson where leaders meet Alex, a pharmacist with several recent near‑miss accuracy incidents during busy shifts, and practise coaching them using the GROW model. The experience blends concise explainer screens, interactive tiles, and a branching coaching scenario, followed by a focused knowledge check that reinforces how GROW looks in real conversations at Gilbert’s.

The Design Approach

The course introduces why coaching matters at Gilbert’s, then walks through each GROW stage with example questions and value‑anchored prompts that tie goals back to patient safety, efficiency, and a welcoming environment. Learners then step into a dialogue with Alex, where their choices shape the tone and direction of the conversation, before reflecting on how they might handle similar performance conversations on their own team.

Visual Design and Brand Implementation

I worked from Gilbert’s brand palette and typography to keep the experience clean, clinical, and calm, while still feeling approachable for busy pharmacy leaders. Layout, white space, and consistent tile choices (tabs, accordions, notes, and quotes) were used to keep each screen scannable and to visually separate concepts, practice, and reflection.

Using AI in the Workflow

I used Mindsmith’s storyboard feature and AI assistant to generate an initial outline mapped to the GROW stages and key leader‑guide points, then iterated on the sequence, tile choices, and copy to better fit Gilbert’s context. I uploaded the Gilbert’s Pharmacy Core Values and Gilbert’s GROW Coaching Guide PDFs into Mindsmith so the AI‑generated storyboard, scenarios, and feedback language stayed tightly aligned with Gilbert’s culture and examples. I also used Perplexity to review and refine interaction choices, feedback wording, and reflection prompts, treating it as a design partner while keeping final instructional decisions grounded in the brief. From there, I refined the flow and copy manually, using a Mindsmith library character for the Alex scenario and Manus‑generated backgrounds and imagery to reinforce the values focus without overwhelming the coaching conversation.

Outcomes

This project shows how the GROW model can be translated into a practical micro-learning experience that helps leaders turn near‑miss incidents into structured, values‑aligned coaching conversations. It also demonstrates my approach to building scenario‑based eLearning with AI‑assisted tools while staying tightly grounded in a client’s leader guide, brand, and performance goals.