Barista Certification

The barista certification project involved a comprehensive overhaul of an organization’s barista training and expand the scope to include a certification program. The goal was to improve barista skill levels, knowledge of operations, continued support, and customer satisfaction across the system.

Design

A learner-centric design approach emphasizes that role-specific training is crucial in customizing the learning experience. I encountered a unique challenge in assessing the learners in an organization with corporate and franchise-owned stores. Initially, inconsistencies in training content, barista performance, low training completion rates, and knowledge gaps in their training hurt the overall customer experience and impacted KPI metrics.

Our solution to this challenge was implementing a detailed corporate store learner profile by role. This strategy enabled us to customize content effectively. Furthermore, integrating a new Learning Management System (LMS) with mobile learning capabilities had a significant impact. It allowed us to continuously track and manage learner progress, ensuring sustainable training efforts and making it easy to update materials as needed.

Development

I created a comprehensive blended learning strategy incorporating online modules, micro-learning segments, interactive simulation learning exercises, in-person kiosk training, a virtual reality customer journey, a 360-degree kiosk experience, and live virtual sessions.

Mobile Learning
Online Learning
eLearning
Live Virtual Training

This project required UX design (User Experience Design) for various learning platforms, including mobile phones, computers/laptops, tablets, traditional in-person training, and LVT-Live Virtual Training. This organization grew rapidly and required a custom design strategy by utilizing a computer/laptop for immersive, 360, VR, and skills simulation-based learning. Then, mobile micro-learning, videos, podcasts, and LVT were leveraged to support expanding the learning experience.

The certified barista program is not limited to baristas but also to others in the franchise system, such as managers, franchise owners, and corporate employees’ onboarding experiences.

A tailored approach catered to baristas with diverse experience levels, ensuring uniform quality and exceptional customer service across all store locations.

Expanding the learning scope for trainer training included developing a comprehensive program. Train-the-Trainer (TTT) content empowers lead baristas and managers with the necessary skills to train and certify newly hired baristas.

Project Insights

Select a topic below to gain further insight into this project

  • A learner-centric design prioritizes tailoring education to meet individual needs, focusing on role-specific training to ensure content relevance. It utilizes technology and data analytics for ongoing customization and incorporates social learning via virtual training and forums to promote collaboration. A holistic approach fosters an inclusive and supportive learning environment.

    The initiative employs a blended learning model, combining online modules, simulations, hands-on activities, on-site training, and trainer coaching.

  • Content development presented an opportunity to intentionally align and support other training strategies, such as field training in new stores.

    Interactive E-Learning Modules:

    Barista Skills: Techniques, equipment operation, and advanced coffee-making.

    Store Safety: Health and safety protocols, emergency procedures, and safe handling of equipment.

    Role-Specific Simulations:

    Customer Service Scenarios: Handling various customer interactions and problem-solving.

    Store Operations: Simulated tasks for opening, closing, and daily operations.

    Blended Learning Approach:

    Online Learning Modules: Self-paced lessons on foundational knowledge and procedures.

    Interactive Live Virtual Trainings: Open group discussions and activities to reinforce best practices and online learning.

  • Training Completion Rate: Achieved an impressive 86% completion rate for the barista training program.

    Active Learner Count: The training was deployed among 14,000 active users.

    Average Training Index Score: The overall training effectiveness scored 76.9%.

  • Positive feedback was received on the 10-course learning path and in store ILT from franchise owners, managers, and baristas. The training was commended for its clarity and comprehensiveness, with baristas and managers noting an increase in confidence and job satisfaction.

    "Cute game, I like the track it's on." C.E.

  • Continuous Improvement:

    A feedback loop with store managers and baristas, allowing for constant refinement of training content based on real-time observations and performance analytics.

    Recommended using Barista and Manager surveys and round tables for additional feedback and refinement of learning strategies and content considerations.

    "I really like the sample game activity. I like that it is short and sweet, cute and interactive. Easy to use and doesn't take a lot of time / labor hours to accomplish!" T.B.

    • Articulate Storyline

    • Articulate RISE

    • Microsoft Word

    • Microsoft PowerPoint

    • Canva

    • Adobe Photoshop

    • Adobe Indesign

    • Adobe Illustrator

    • Adobe Premiere pro

    • Adobe Media Encoder

    • Affinity Photo 2

    • Vyond

    • Synthesia

    • Vimeo

    • Canon EOS R6

    • Insta360 camera

    • Various multimedia studio gear