Retail Operations Programs
Retail systems, learned under pressure.
Scenario-based onboarding for retail operations hires — a showroom crisis played out live across POS, CRM, Tableau and Jira, so system fluency is learned under pressure.
Client
Living Spaces
Role
Learning Experience Designer
Scope
4 systems · scenario-based onboarding
Stack
Vyond · Interactive scenarios · Comic narrative
COMPLETION RATE
What the cohort returned.
SATISFACTION NPS
Feedback credited the humour with making the complex parts stick.
SYSTEM PROFICIENCY
System fluency and decision-making, learned together.
SYSTEMS COVERED
Navigated live, during the crisis.
grid | scale | lift | chain:POS,CRM,Tableau,Jira
How it’s built
Point at a step
Orientation becomes rehearsal.
The crisis
warn
1
The Glitter Crisis
A showroom crisis, played out live.
Four systems
register
2
POS
The point of sale.
Four systems
card
3
CRM
Customer records.
Four systems
bars
4
Tableau
The reporting dashboards.
Four systems
ticket
5
Jira
The ticket queue.
Guided by
rep
6
Vyond characters
Custom characters guide trainees through each module.
Guided by
play
7
A comic narrative
It carries the software training.
01
/ 01 · Every reply, live
The rep
Practises the pushback their next call is likely to bring.
Process
Discover · Scope · Build · Prove
01
Discover
Systems learned separately from the job
New retail operations hires were being oriented on systems in one place and decisions in another, then meeting both at once on the floor, under pressure, in front of a guest.
02
Scope
Orientation becomes rehearsal
Turn a routine orientation into a live scenario: manage a showroom crisis while navigating POS, CRM, Tableau and Jira, so system fluency and decision-making are learned together rather than separately.
03
Build
Scenario production
The Glitter Crisis built out as interactive scenarios, with custom characters in Vyond guiding trainees through each module and a comic narrative carrying the software training.
04
Prove
What the cohort returned
An 88% completion rate, a course satisfaction NPS of 82, and a 25% improvement in system proficiency. Feedback credited the humour with making the complex parts stick.
More work
All work
