Coral Shores Airline - Learning & Development Project

Role

Instructional Designer

Business Goal

Decrease poor post-travel guest feedback/reviews by 20%.

Performance Gap

Customer service agents know how to handle upset guests from existing training modules, but under the stress and anxiety of real interactions, they often forget the steps. This suggests they need in-the-moment support versus additional training.

Solution

I designed a job aid to be affixed above each agent’s monitor in a clean, highly visible space. Their desks are white, so I chose branded colors to make the aid quick to locate under stress. The 4-step
de-escalation process is formatted with bold one-word actions and short prompts beneath each. The placement and simplicity allow agents to discreetly reference the steps while staying engaged with the guest. As a subtle design choice, the arrows are arranged to resemble a smile, subconsciously reinforcing a positive tone during stressful interactions.

Intended Outcome

Agents will more consistently
de-escalate upset guests, leading to fewer escalations to supervisors and a measurable improvement in guest feedback.