Brewing Intuition Employee Training
The Problem
A local shop owner was struggling to balance her creative passion with the daily administrative demands of running her business. Without documented procedures or standardized training, employees performed key tasks inconsistently, which led to errors, duplicated work, and frustration on both sides. The lack of structure made it difficult for the owner to delegate responsibilities and grow the business.
The Challenge
The core challenge was to capture the owner’s intuitive, hands-on approach and translate it into a clear, repeatable process that her employees could confidently follow. Any solution needed to:
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Maintain the shop’s creative, personal touch while improving consistency and efficiency.
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Build employee confidence through clear, accessible guidance.
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Be simple enough to update as the business evolves.
The Solution
Through a needs analysis and interviews with both the owner and staff, I designed and developed an evergreen eLearning module that standardized the shop’s daily operations. Together, these tools formed a sustainable onboarding and training system for both new and existing employees.
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Created an instructional training video demonstrating key job functions and best practices.
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Designed interactive learning elements to reinforce understanding and promote engagement.
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Developed a custom employee binder with visual job aids and quick-reference guides kept near the register for on-the-job support.
Outcomes
The new training solution provided immediate and lasting impact:
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Employees reported greater confidence in completing tasks independently.
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Daily operations became more consistent and efficient, reducing errors and rework.
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The owner gained valuable time to focus on creative and strategic aspects of the business.
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The blended learning approach (eLearning + physical resources) created a flexible system adaptable to future growth.
My Process:
I used Trello to help organize questions and information during meetings with the owner and to prioritize tasks during the process. I also used good old-fashioned pen and paper for note-taking, especially when observing during work hours. It was fast, natural, and didn't distract the customers.
Roles & Responsibilities
Consulting & Analysis: I began by consulting with the owner to understand her specific needs and pain points. I then interviewed current employees to gather data on their workflows and confidence levels, which helped pinpoint areas needing improvement.
Instructional Design & Content Development: Together with the owner, we defined and documented the best practices for key tasks. I deciphered which responsibilities could be delegated to employees and which needed to remain with the owner.
Filming & Editing: I filmed and edited the instructional videos, designing the e-learning module to be a comprehensive and interactive learning experience.
Resource Creation: To ensure the training was truly evergreen, I created supplementary print materials, including detailed employee guides and quick-reference resources. These can be easily updated as the business evolves, making the training sustainable and adaptable.
Evaluation Plan: The final phase includes a plan for measuring the project's success. By interviewing employees post-training and evaluating improvements in shop organization, we will validate the training's effectiveness and identify opportunities for future iteration of the resource binder materials.
Tools Used: Articulate Storyline, Camtasia, Canva, Microsoft Word, Trello, Lucid Flowchart
Reference Guides for Employee Binder
The owner's detailed process for refilling herbs was difficult to communicate, leading to inconsistent stocking and disorganized storage. I created this flowchart to standardize the process, ensuring herbs are consistently restocked to the owner's standards and allowing for more timely and efficient ordering.
To reinforce key learnings, I created branded reference guides that serve as on-the-job resources. These materials ensure that employees consistently apply best practices, improving operational consistency. The guides were provided in an editable digital format, allowing for future updates as the business evolves.
By working from the owner's personal recipe notes and asking clarifying questions, I translated her intuitive herb knowledge into a detailed recipe book. This resource, housed in the employee binder, provides complete, accessible instructions for all shop creations, enabling employees to independently prepare products to her standards.
To replace disorganized text messages and post-it notes, I designed a system of laminated communication pages for the employee binder. Using wet-erase markers, employees can easily communicate important needs to the owner in an organized, centralized location, improving workflow and ensuring continuity between shifts.
To solve the owner's frustration with inconsistent shift handoffs, I created a streamlined system of laminated task sheets. This solution ensures that all daily and weekly duties are completed while also providing a dedicated space for the owner to add new tasks, keeping communication organized and off-the-clock.
