Audience
Retail sales associates and customer-service representatives recommending Ring solutions.
Learners with baseline product knowledge but limited practice tailoring recommendations to customer needs.
Responsibilities
Applied instructional design methodologies (ADDIE framework and principles of Adult Learning Theory) to guide the entire development process.
Designed the visual look and feel of the course to align with Ring’s brand identity while ensuring clarity and learner engagement.
Developed and implemented the complete course within the Monsoon platform, from concept through deployment.
Created realistic customer personas with varying priorities (budget, power source, field of view, security concerns).
Authored scripts and branching dialogue paths to simulate real sales interactions, including objections and feedback.
Integrated scenario-based learning and constructivist approaches, ensuring learners gained practical, transferable skills.
Conducted reviews with SMEs and product stakeholders to validate both technical accuracy and instructional soundness
Tools Used
Halight’s Monsoon platform for course authoring and deployment.
Storyboarding and flow-mapping tools (Figma).
Adobe Creative Suite for visual design assets.
Collaboration platforms for iterative feedback (Teams).
Problem
Sales associates often lacked confidence in recommending the right Ring Video Doorbell model. Many defaulted to suggesting the most expensive version, or overlooked customer constraints (e.g., wiring, renter restrictions, budget limits). This led to mismatched recommendations, lost trust, and missed sales opportunities.
Sales associates often lacked confidence in recommending the right Ring Video Doorbell model. Many defaulted to suggesting the most expensive version, or overlooked customer constraints (e.g., wiring, renter restrictions, budget limits). This led to mismatched recommendations, lost trust, and missed sales opportunities.
Solution
Designed and delivered a multi-path learning simulation where learners navigate branching customer conversations and make choices that impact outcomes.
Applied scenario-based learning theory and Gagné’s Nine Events of Instruction to build engagement, activate prior knowledge, and provide meaningful feedback.
Integrated branching feedback loops: poor recommendations triggered realistic objections; correct recommendations reinforced effective sales behaviors.
Developed guided comparisons and visual cues to help learners differentiate product features (wired vs. battery, field of view, price, subscription options).
Provided end-of-scenario reflections and a job-aid comparison chart to reinforce knowledge and boost learner confidence.
