Custom Cake Consultations
Scenario-Based Workplace Learning | Articulate Rise 360
Portfolio Update: This case study is currently being expanded with additional design documentation and development artifacts.
Overview
Custom Cake Consultations is a scenario-based workplace learning experience designed to help bakery employees conduct confident, customer-centered custom cake consultations. Rather than memorizing products or procedures, learners practice asking thoughtful questions, recommending appropriate options, clarifying customer expectations, and confirming complete order details before entering an order.
Designed for front-of-house bakery staff, the course focuses on communication and decision-making skills that improve order accuracy while creating a positive customer experience. Throughout the course, learners receive immediate feedback as they apply a repeatable consultation process in realistic customer scenarios.
Built in Articulate Rise 360, the course combines guided instruction, authentic workplace scenarios, knowledge checks, and performance-focused practice to prepare front-of-house bakery staff for real customer interactions.
Performance Challenge
Learners practice realistic customer consultations with immediate feedback in branching scenarios.
Project Snapshot
Audience: Front-of-house bakery staff
Tool: Articulate Rise 360
Format: Scenario-Based eLearning
Duration: 20-25 minutes
Custom cake consultations require employees to balance customer service, product knowledge, and attention to detail—all while gathering accurate information in a limited amount of time. New employees often jump directly to solutions, overlook important questions, or fail to confirm customer expectations before entering an order.
This learning experience addresses those performance gaps by teaching a structured consultation process that employees can immediately apply on the job.
The Learning Objectives
After completing this course, learners will be able to:
Ask discovery questions to understand a customer's needs before recommending options.
Recommend cake options that align with the customer's goals and explain why they fit.
Clarify customer expectations before committing to a design or order.
Confirm all consultation details accurately before entering the order.
My Role
Instructional design and learning strategy
Performance analysis and learning objective development
Storyboarding and content sequencing
Scenario writing and feedback design
Articulate Rise 360 development
Assessment design
AI-assisted image direction and prompt engineering
Accessibility review and quality assurance
Iterative design refinement
Design Strategy
Start with the customer's goal.
Rather than teaching products first, the course begins by helping learners discover what the customer is trying to accomplish before making recommendations.
Build a repeatable consultation process.
Instruction follows a simple framework—Ask, Recommend, Clarify, Confirm—so employees leave with a process they can consistently apply on the job.
Practice through authentic conversations.
Instead of reading about customer service, learners practice responding to realistic customer interactions and receive coaching throughout each scenario.
Reinforce decisions with immediate feedback.
Knowledge checks and scenarios explain not only the correct response but also why it supports better customer communication and more accurate orders.
Focus on workplace performance.
Every activity supports a practical job task employees perform during a real custom cake consultation.
Course Features
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