Rebecca Jordan - Micro-Learning

Experience the Full Project

Micro-Learning

Every Rep Counts- Mastering Member Interactions

You have 3 seconds to make a member feel welcome ... ready?

This concept project guides learners through part 1 of a micro-learning experience. The learners will watch short videos to learn key skills from greeting customers, diffusing difficult conversations, and to building connections with clients.

Target Audience: Front Desk & Floor Employees at Elevate Gym

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

Tools Used: Articulate Storyline 360, Adobe Illustrator, Figma, Vyond, Mindmeister, ChatGPT, Canva

The Problem

Elevate is a conceptual fitness center committed to creating a welcoming experience for every member. Unfortunately, member feedback revealed a consistent weak point: the front desk and floor staff’s communication. Comments noted that greetings felt rushed, eye contact was often missing, and staff rarely used member names which led to interactions that felt transactional rather than personal.

To address this, Elevate needed a solution that could strengthen soft skills without pulling staff off the floor. They were looking for short and engaging micro-learning moments that could fit into a busy gym schedule.

The Solution

To meet Elevate’s need for rapid, on-the-go training, I designed a micro-learning module titled “Flex Your First Impression.” This five minute learning experience used real world gym scenarios to teach front desk staff how to confidently greet members, use eye contact, and close conversations positively. Interactive elements including a good-better-best quiz and tab based behavior breakdowns kept the content active, relevant, and easy to apply during a shift break.

The tone was friendly and motivating which aligned with Elevate’s brand voice further emphasizing high impact communication behaviors.

My Process

Action Mapping

For this project I used Cathy Moore's model to create an action map that focused on the communication behaviors needed by the front desk and floor employees at Elevate to demonstrate a welcoming experience for members. Focusing on these behaviors ensured the trainings were relevant and targeted toward the needed behavior changes.

Story Board

Using the action steps from my action map, I created a text-based storyboard that broke the first module into a simple, three-part interaction. Each section represented a key moment in the greeting process, beginning with a video example and then expanding into tab based content. This allowed learners to explore each behavior step by step, just as it would naturally unfold when a member walks into Elevate.

This structure helped align the learning experience with real-world flow, keeping it realistic, bite-sized, and directly tied to the performance goals.

Visual Mockups

To ensure the learning experience matched Elevate’s brand and gym environment, I began by creating a mood board that captured the visual tone of the gym. This included color palettes, imagery, font styles, characters, and icon styles that reflected the high energy, but welcoming gym climate.

Using this mood board as a guide, I then developed visual mockups for key screens in the module. These mockups illustrated how interactions like tabs, feedback prompts, and video layouts would look and function.

Full Development

The goal of this micro-learning module was to create a realistic, engaging, and performance focused learning experience that could be completed in under 10 minutes. To bring the content to life, I combined animation, interactivity, and thoughtful feedback that was all rooted in real behavior change.

The module opens with a video example of the wrong way to greet a member, allowing learners to see and reflect on what feels off in a front desk interaction. From there, the content shifts into a step by step walkthrough of the right way to greet members, emphasizing key behaviors like stopping what you're doing, looking up, smiling, using the member’s name, and offering help when needed. These were broken into short, interactive tabs to reflect how the greeting unfolds in real time.

To deepen learning, I included a good-better-best quiz that goes beyond simple right or wrong answers. Each question challenges the learner to consider not just what’s “correct,” but what’s most effective in creating a welcoming experience. Each choice includes targeted feedback, offering reinforcement for good answers and suggestions on how to improve them to make them even better. This helped reinforce decision making and encouraged reflection on real world application.

The result is a short module that is visually engaging, easy to navigate, and tightly aligned with Elevate’s performance goals for front desk staff.

Experience the Full Project

Evaluation

If using this in a real gym setting, I would use Kirkpatrick's Four Levels of Evaluation to guide the data collection and drive decision making.

To ensure functionality and overall user feedback, I would include a short feedback from at the end of each learning experience. This would give me data to make improvements both on the usability of the learning experience, but also on the relevance of the training content. I would include both a point scale and open ended questions to gather suggestions and engagement ratings.

While creating the quiz portion of these experiences, I used the good-better-best technique when developing answer choices. Data would be collected by tracking the first attempt accuracy to help guide areas that would need further reinforcement.

To evaluate behavior change, both the employees and the gym managers would be using evaluation methods to check how the learning has changed behavior. At the beginning of each learning experience a reflection section would be included that would have the user give feedback on how they used the information from the previous video during their work week. The gym managers would also use a simple observation checklist during regular shifts that would include specific observable action steps from that week's video.

Lastly, the success at the organization level would be measured by changes in the member satisfaction. This would include comparing pre- and post-training scores from member surveys in areas such as "staff friendliness" or "welcoming atmosphere", monitoring member retention, and tracking member reviews.

By applying Kirkpatrick’s model from the start, I would ensure the training delivers not only knowledge, but behavior change and real business value.

Takeaways

This project gave me the opportunity to stretch both my creativity and technical skills. I learned how to use Vyond to create animated settings that matched the visual tone of my mood board, helping the content feel cohesive and brand aligned. I also explored accessibility features, including how to add closed captioning to ensure the learning experience was inclusive and usable in different environments.

One of my biggest takeaways was how to design a short course that could be adapted for use in gyms, retail, or other high traffic service settings. By integrating video and interactive elements, I was able to keep the content lightweight while maintaining engagement. I also focused on applying the good-better-best approach in quiz design, encouraging learners to move beyond “right or wrong” and toward thoughtful decision-making.

Overall, this project helped me build a flexible, action driven learning experience that is designed to make real behavior change easy, relevant, and accessible.

Let's Chat

rebeccarjordan07@gmail.com

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