Welcome to Juniper & Co.
Designed a responsive onboarding course to help new retail employees understand the company culture, use essential workplace systems, and deliver a thoughtful customer experience.
Role: Instructional Designer
Audience: Newly Hired Retail Employees
Deliverable: Responsive Onboarding Course
Tools: Articulate Rise 360
Learning Objectives
By the end of this training, learners will be able to:
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Describe Juniper & Co.'s mission, values, and customer-service approach.
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Identify the appropriate communication channel, workplace tool, and point of contact for common situations.
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Apply the four-step service approach when assisting customers.
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Differentiate among purposeful, inspiration-seeking, and hesitant shoppers to provide appropriate support.
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Demonstrate an appropriate response to a customer concern by listening, gathering information, and following policy.
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Complete the key tasks and check-ins required during the first week.
Explore the Module
Open the responsive onboarding course to explore Juniper & Co.’s values, workplace tools, customer-service expectations, and first-week procedures.
Overview
New retail employees must learn company expectations, workplace systems, customer-service standards, and first-week responsibilities while adjusting to an unfamiliar environment. For this portfolio concept, Juniper & Co. needed a welcoming onboarding experience that introduced essential information without overwhelming new hires.
The Challenge
New retail employees must learn company expectations, workplace systems, customer-service standards, and first-week responsibilities while adjusting to an unfamiliar environment. For this portfolio concept, Juniper & Co. needed a welcoming, easy-to-navigate course that introduced essential information without overwhelming new hires.
Analysis
The audience included newly hired customer-service and merchandising employees with varying levels of retail experience. I prioritized the information they would need immediately: understanding the company culture, choosing the correct communication method, using operational systems, supporting different customer needs, and knowing where to find help.
Solution Strategy
I designed a responsive five-lesson onboarding course in Articulate Rise 360. The course combines concise instruction with tabs, accordions, process interactions, knowledge checks, a first-week timeline, and a customer-service scenario.
The lessons include:
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Welcome to Juniper & Co.
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How We Work
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Tools of the Trade
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Serving the Customer
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Your First Week
Key Design Decisions
I organized the course into short, focused lessons so employees could complete the training without encountering long sections of text. Interactive blocks were selected based on the content rather than added only for visual variety.
A scenario-based interaction allows learners to practice responding to a customer with a damaged purchase. Learners receive realistic customer reactions and review the recommended approach at the end of the scenario.
I also created a consistent visual identity inspired by Juniper & Co.’s whimsy-goth, eclectic, and mid-century-modern store aesthetic.
Final Solution
The completed course provides new employees with a clear introduction to Juniper & Co.’s culture and daily operations. It can be accessed on desktop, tablet, or mobile devices and used as part of an employee’s first-week onboarding experience.
Project Screens
Selected screens from the course show how learners explore Juniper & Co.’s values, follow a four-step service approach, and practice responding to a customer concern through a branching scenario. Together, these interactions reinforce key onboarding expectations while keeping the experience practical, visual, and easy to navigate.
Reflection
This project gave me hands-on experience designing responsive training in Articulate Rise 360. I strengthened my ability to match content with appropriate interactions, write concise onboarding material, create scenario-based practice, and maintain a consistent brand experience across a course.