Articulate Storyline 360: Pharmacy Efficiency Improving Customer Wait Time

Course Overview: Pharmacy Efficiency: Improving Customer Wait Time

Audience

The primary learners of this training include all pharmacy staff members:  the pharmacy techs, pharmacists and pharmacy managers.

Business Problem

Identify ways to utilize pharmacy staff when the store becomes busy and develop a plan on how to mitigate wait time.  Currently, there is no formal plan in place and each pharmacy manager handles the situation differently.

Solution

Adopt a formalized method to engage with customers that supports the development of positive relationships, establish a system to mitigate customer wait time, and educate customers about how they can check on their order status before entering the store.

Highlights  

This e-learning module features an ongoing scenario that demonstrates a real-world problem and its impact on customers. Through interactive learning, the module engages learners by presenting information in digestible segments, making it easier to absorb. To reinforce new concepts, knowledge checks and reviews are strategically placed before advancing to the next section.

Process 

Following the ADDIE model, a comprehensive analysis, development, and evaluation of the learning solution was conducted. The methods introduced were carefully researched and refined through collaboration with subject matter experts (SMEs), staff, and customers. Kirkpatrick’s Level 2 evaluation was integrated via knowledge checks, while Level 3 was assessed through a scenario-based, graded assessment.

Tools

Articulate Storyline 360, Canva