Better Serving Deaf Customers

Case Study

Context:  This portfolio piece was developed for a hypothetical customer who owns a counter-serve restaurant (or chain of restaurants). They are located in an area with a large Deaf population and have received negative feedback about their staff's ability to appropriately serve Deaf and Hard-of-Hearing customers. One step in their improvement plan is awareness training for all staff, especially servers. 

Challenges:  Deaf culture is wide and rich - only a small part of it can be explained in this course. The focus is on basic tips and tricks servers should use when working with Deaf customers. Another challenge is the visual nature of the server-customer interaction and the large amount of information to be included. 

Solutions:  This Storyline course is scenario-based, where the learner makes choices during each step of the process. This allows the learner to learn by doing rather than listening to an information dump and learning actively instead of passively. The sort at the end of the course also allows the learner to check their understanding. 

Results: The intended outcome is to increase positive experiences for Deaf customers specifically. This will be measured by satisfaction survey results and comparing the positive ratings before and after the training is implemented.