Success in the Warehouse

Audience: Current and newly hired warehouse employees

Responsibilities: Instructional Design, eLearning Development, Visual Design, Action Mapping, Vector Curation, Vector Editing

Tools used: Articulate Storyline 360, Adobe Illustrator, MindMeister, Google Suite

 

A glove and safety supply company was unhappy with the percentage of order and delivery mistakes they were noticing coming out of their warehouse. Their account managers and customers were consistently reporting that the wrong items were being loaded on to the delivery trucks or delivered to the customers. These mistakes were resulting in costly consequences including frustrated and disgruntled account managers, loss of customer faith, and decreased customer retention rates. 

 

By meeting with the client and consulting with the SME, we were able to determine that the warehouse employees, while appropriately trained in company systems, were not made privy to the poor customer feedback and customer loss resulting from their mistakes and therefore were unaware of the consequences of their errors. They also lacked knowledge of customer retention facts and statistics and how their performance directly affects that retention. Therefore I proposed a scenario-based eLearning experience wherein employees are first briefly educated on customer retention and then could practice pulling and filling orders with real-world, problem-solving scenarios. This would give them the advantage of experiencing the consequences of their choices in a risk free environment. I chose to  include a gamified “customer anger meter” that demonstrates customer emotion status as an effective visual to cement learning.

 

Our goal was to reduce the warehouse’s monthly percentage of mistakes by 20% (from 25 to 5%) in 4 months as employees operate with the knowledge that their performance directly affects customer satisfaction and retention.