GoodRx 101

I created a gamified, story-based eLearning project for Pharmacy Technicians. Throughout the learning journey, technicians are challenged to prove their proficiency in customer service and behind-the-scenes decision making.

Overview

Audience: Pharmacy Technicians

Responsibilities: Instructional Design, eLearning Development, Visual Design, Storyboarding, Action Mapping, Prototyping

Tools Used: Articulate Storyline 360, Vyond, Canva, MindMeister, and Google Suite.

The Problem

After receiving monthly customer satisfaction data, the corporate team at Medicine Mart noticed that business was declining due to negative reviews about poor customer service. To investigate the problem, corporate conducted field observations to pinpoint the gap; and whether it was employee or environmental based. The team reached out in search of a learning experience that would allow Pharmacy Technicians to practice interacting with customers and providing time efficient service.

The Solution

After careful analysis with the client, I determined that the gap was performance-related. Employee's lacked skill to work under pressure while making decisions in the moment. To solve the performance problem, I proposed a scenario-based eLearning experience to help Pharmacy Tech's practice decision making in a real-world setting. With customer reviews in mind, the learning experience would allow the learner to see real-time consequences and positive reactions based on time-efficient service. The client accepted my proposal and we proceeded with the project.

Process

Action Mapping

I connected with a number of experienced Pharmacy Technicians as my subject matter experts (SME's) to develop the action map and the overall goal for this project. We decided to measure progress by monitoring the customer satisfaction survey data. We then pinpointed the actions required to support Pharmacy Technicians to navigate tricky scenarios and reduce customer complaints. By setting a measurable performance goal, I can keep all stakeholders concentrated on business performance and success rather than just the “information” they need to know. Prioritizing actions allows me to reduce cognitive load and help the learner encode and retain the most crucial information concerning the performance goal.


Action mapping is a crucial part of my design process because it allows me to ensure I'm meeting the client's needs while also keeping the content in the learning experience meaningful and relevant to the learner.

Text-Based Storyboard

Once the action map was completed and approved, I began working on a text-based storyboard that incorporates these key actions into a cohesive narrative. I framed the scenario as a Pharmacy Tech's first day on the job, and I consulted with the SME to ensure each element was grounded in reality.

Although there are several possible situations that may require decision-making, the client and I wanted scenarios to be diverse. Therefore, I built scenarios based on filling prescriptions, supporting the elderly, and how to navigate damage control. Question prompts appear featuring correct choices and realistic distractors as the learner goes through the scenario. I incorporated a mentor to provide assistance and simulate the guidance of head Pharmacist.


Selecting an incorrect choice would require the learner to either try again immediately or lead them through an extended sequence where they receive a negative customer satisfaction report. This approach highlights a variety of realistic outcomes.

Visual Mockups

Once the text-based storyboard was revised and approved, I began creating visual mockups for the scenario. With character sets and backdrops from Vyond.com, I experimented with visual elements and layouts in order to settle on something that felt polished and easy on the eye.

I created and maintained a consistent visual style for each element, down to the background, detailed signage, and characters. I also created a custom color palette based on my title slide’s background illustration and got to work on editing each asset to match the color scheme specific HEX codes.


Satisfied with the look and feel of my mockups, I developed a visual storyboard to combine the visual mockups and text-based script. Then, it was time to recreate everything in Articulate Storyline 360 to further refine the elements and implement interactivity.

Visual Storyboard

The visual storyboard allowed me to combine my visual mockups created in Adobe XD and Illustrator with the text-based storyboard to have all elements conveniently organized in one place. Here, I defined the programming for each slide and prepared to develop the interactive prototype.

Interactive Prototype

I used Articulate Storyline 360 to create an interactive prototype using the visual mockups and storyboard to establish the scenarios programming. The prototype consisted of the title screen, scenario introduction, mentor introduction, and multiple scenarios


I incorporated smooth transitions and crisp animations for each prompt and slide element to maintain narrative immersion. I also prototyped custom animating of the stars appearing and disappearing using Storyline 360 as well as motion paths for the Mentor Icon.



I circled back to my SME's and colleagues to determine the content and visuals were accessible and appealing. With a few quick hits for feedback, I made minor adjustments to tighten the spacing sound volume and dialogue. I moved on to the full development once I felt confident in the design.

Full Development

Features

The full development of the scenario in Articulate Storyline 360 was smooth and efficient now that all elements had been created and the programming framework for each consequence was established.

Gamification - Star Rating:

I incorporated the star rating as light gamification to help boost learner engagement and contextualize the performance. Seeing the stars increase or decrease alongside choices provides immediate feedback while building toward the customer satisfaction reports.

Inclusive Design:

The learning journey was designed with an inclusion-based mindset. Throughout the experience, learners will see characters of different ethnic backgrounds and ages. The experience also caters to various learning styles such a visual (animations) and auditory (sound effects and music). For those who are sensitive to sound, volume control was added to the bottom of the window.

Personalized Learning Journey:

At the beginning of the experience, learners are asked to input their names. Through the data entry feature on Articulate Storyline, learners are referred to by name. This feature creates a more personalized experience end-to-end.

Prescriptive Feedback:

For each question, the learner can access a mentor named Wes to provide suggestions for their responses. This mentor helps steer the learner toward the correct behavior while providing explanations for why that choice is effective. I created the custom mentor button using Canva and light boxes within Articulate 360 to incorporate the mentor cleanly into each question prompt.

Custom Animations:

To further engage learners, I utilized Vyond to bring transitions to life and portray customer approval or disapproval. While my previous projects have included animations, I aimed to make the scenarios more realistic through customer emotion. Throughout the learning journey, customers have bright smiles if appeased, anxiety ridden eyes when waits are too long, and more.

Customer Satisfaction Reports:

At the end of the learning experience, customer satisfaction reports revealed. The learner is initially shown a five-star rating scale followed by a detailed response from the customer. There are two different reports a learner can see depending on choices selected. Each detailed review provides clues for the learner to help answer the question correctly if they got it wrong.

Dynamic Sound Effects

I included various sound effects throughout the Pharmacy experience to provide a more engaging and realistic experience for learners. The sounds included customers walking, buzzers for incorrect answers, chimes for correct answers and celebration for navigating tough decisions.

I'm currently seeking full-time employment. I hope to join a team with a learner-centric and data driven approach.