Raising the bar in service: Interactive film to train bartenders worldwide
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Brightwave returned to DevLearn in 2015 to present an exciting session on the Learning Media Studio stage. "DevLearn 2015 is for training and learning professionals who are leading or engaged in their organisations’ use of learning technologies." Interactive film to train bartenders worldwide: Diageo's Bar Academy workshops provide skilled staff with exceptional product knowledge, customer service and principles for responsible use of alcohol. With bartenders influencing customers' drinks choice more than any in-bar marketing, Diageo required an interactive solution to accompany their face-to-face training, accessible by a global audience. Brightwave's Head of Production Colin Welch and Head of Learning Design Caroline Freeman presented a case study, showcasing our approach to interactive video production and game-based learning. Using innovative development techniques including interactive film, gaming and first person role play, the session covered the fundamentals of bar skills and good service via immersive scenarios: learners receive basic bar skills tuition before undertaking a series of interactive challenges where they make decisions about how best to fulfil customer orders, seeing the consequences of their decisions and earning tips along the way. Interactive film - The unwelcome visitor: Watch Colin and Caroline's interactive DevLearn film, shot on arrival for their session - http://ow.ly/T6YKR About Colin: Colin has over 10 years' experience managing development of bespoke learning solutions which have a measurable impact on key business objectives, including both classroom-based training and e-learning. He has a strong track record in delivering solutions that meet learners' needs with a high level of customer satisfaction. Colin has experienced DevLearn as a delegate, exhibitor and DemoFest participant in 2014, and understands the event's audience and their appetite for the latest thinking in learning design and technologies, including plenty of practical tips. About Caroline: Caroline had over 20 years' experience in interactive media and broadcast TV before moving into e-learning, and is now responsible for ensuring the quality and creativity of our learning design team. At Brightwave she has worked as both a Project Manager and Senior Designer for a broad range of public sector and private accounts. Her approach to solutions design is to use her experience in the games industry and TV to create effective, creative learning courses/campaigns which incorporate learning portals, CMS's and social media.
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Raising the bar in service: Interactive film to train bartenders worldwide
- 1. Raising the bar in service: Interactive film to train bartenders worldwide brightwave.co.uk
- 2. Who we are Caroline Freeman Head of Learning Design Colin Welch Head of Production @freemancaro @colinwelch @BrightTweet
- 3. o Why Interactive Film is great! o How easy it can be to produce (even on a tight budget) o CASE STUDY: Bar Academy Essentials o Practical TIPS! o DVD for emerging markets Interactive Film Today we’re looking at…
- 4. The challenge You can’t improve performance or change behaviour just by providing information
- 5. Even if that information is very pretty…
- 6. You have to provide opportunities for your learners to practice the skills … and to fail safely
- 7. ‘The future of technology driven learning is immersive… I am 'in' the learning experience and I am practicing doing the things that I need to do better. I am making decisions.’ - Koreen Olbrish Pagano - Immersive Learning Immersive Learning
- 8. How do we make our learning immersive?
- 9. Immersive learning is about an approach… not a specific piece of technology
- 10. It’s the way we’ve always learnt best
- 11. Why choose interactive film? You can combine two powerful ways of creating immersion: Storytelling and gaming
- 12. Types of drama-based interactive film: Type Possible usage ‘Spot the mistakes’ Health and safety, information security Complex branching Leadership, soft-skills Simple response / reaction Customer service
- 14. VOTE NOW!!
- 17. • The oldest form of learning • You empathise with the characters • The structure of narrative reflects the way our brains work • It’s memorable Storytelling:
- 18. • You make decisions • You see the impact of those decisions • You can fail safely and try again • It’s memorable Gaming:
- 19. Achieving an immersive experience – being ‘in the zone’ • Create clear goals • Set challenges at the right level - balancing skills against difficulty • Give immediate feedback on all decisions and actions
- 20. ‘The average eLearning course gives you feedback every 5-10 minutes, the average game is 7- 10 seconds.’ The importance of feedback - Julie Dirksen, 2010
- 21. CASE STUDY • Help bartenders further their careers • Tools and techniques • Customer service skills • Serving perfect drinks • Responsible serving
- 22. Introduction Why you are the hero of your bar Tutorial Techniques and tools Great service Challenges Cosmo collection Martini magic Vodka vibe Caipiroska celebration
- 23. The solution – instructional video
- 24. The solution – immersive video
- 25. Before you start Design tips: • Action mapping process - what do the learners need to do? • Create challenges that replicate the decisions they will need to make • Film only where it adds value – human interactions
- 26. Simple ‘string of pearls’ structure
- 27. TIPS: For prototyping • Develop like a video game • Prototype and user test: o Difficulty o Filming style o Pace • Get buy-in from your stakeholders
- 28. TIPS: for video production •Get good actors •Finalise scripts a week before shooting •Have a robust file naming system •Agree locations early / do a recce •Don’t underestimate how much time it will take!
- 29. Online video is GREAT – but…
- 32. TIPS: for DVD production •If it’s complex functionality, use an expert! •Make flow diagrams •PROTOTYPE (again) •Test on a DVD player, not a PC •Budget plenty of graphics time
- 34. Thank you
- 35. Massive thank you to: Tony Beruni Deanna Deveau
- 36. Massive thank you to: Sean Tenney Jessica Kos
- 37. Play the game and ask questions http://ow.ly/T6YKR @BrightTweet @colinwelch @freemancaro
Editor's Notes
- COLIN Intros We’re from Brightwave – a provider of custom online learning based in Brighton, England – operating worldwide Who’s ever been to Brighton?!
- COLIN Today we’re talking to you about Interactive Film We’re going to look at why Interactive Film is great – more specifically what it’s great FOR We’re going to show you how easy it can be to produce – even on a small budget We’re going to show you a case study of a solution using Interactive Film that we developed for a global drinks brand on a large budget, including some practical tips about design and implementation And we’re going to show you how we adapted that programme on an interactive DVD for use in Africa, where video online really doesn’t work. So – Caroline – why is interactive film good?
- CAROLINE Caroline’s intro piece – why use interactive film? First the problem we’re trying to solve. This is the problem that as learning designers we’re constantly faced with. Organisations want performance improvements or behavioural change.
- CAROLINE
- CAROLINE The only way to create real change is provide opportunities for your learners to practice the skills.
- CAROLINE This quote is taken from a great book on Immersive learning by Koreen Pagano and captures the essence of what’s needed to create those opportunities for practice. Giving the learner opportunities to make decisions that
- CAROLINE When you speak about immersive learning you might immediately think about Virtual reality or 3D realistic environments - and these might be the techniques you choose to use, if the budget allows, they are not the only routes you could choose
- CAROLINE Immersive learning is more about a design approach. Immersion is a way of deeply engaging the learner, embedding the exercise in a replica world where the learner can practice and fail safely and that doesn’t necessarily mean the most high end technological solution
- CAROLINE As children we can make immersive learning environments from anything. We create make believe worlds in which we play out scenarios. And we’ll all remember just how immersive a cardboard box can be
- CAROLINE So if immersion is about an approach, a way of deeply engaging the learner, why choose the technique of interactive film? What are its strenghts? I think interactive video can be particularly effective as it can combine two powerful ways of creating immersion – storytelling and gaming
- CAROLINE Within drama based interactive film there are three types. Spot the mistakes in which you watch a scene and have to click when you see a breach or a risk – could be health and safety, could be information security. You get scored on how many mistakes you spot, so this is really the same structure as a first person shooter Then there are the two types of brnaching narrtive – complex branching where your decisions change the route of a story and what I’m calling a simple repsonse/reaction structure. This is the one we’re going to demo today
- COLIN But first, we want to show you how easy it can be to do on a small budget. So when we flew in from the UK yesterday, we didn’t relax by the pool or head to the casino – we shot some video, and built a little interactive film – we want you to pick the ending! GO TO BROWSER – SHOW SCENARIO THERE ARE TWO RIGHT ANSWERS AND ONE WRONG ANSWER – WE FILMED THREE ALTERNATE VERSIONS OF THE WRONG ANSWER VOTE FOR YOUR FAVOURITE ENDING! TWEET A) B) or C) to @brighttweet We’ll show the winner at the end!
- COLIN So if immersion is about an approach, a way of deeply engaging the learner, why choose the technique of interactive video? What are its strenghts? I think interactive video can be particularly effective as it can combine two powerful ways of creating immersion – storytelling and gaming In a minute we’re going to look at how we’ve applied those techniques in our case study – a flagship project for one of our clients done with really high end video.
- COLIN
- CAROLINE So lets go back to storytelling and gaming and look at each in a bit more detail. How can they be used within interactive film to create effective learning?
- CAROLINE
- CAROLINE
- CAROLINE Feedback is critical to the engagement of a game, whenever you act, there is an outcome that tells you whether you are successful – sometimes this is a score, sometimes it’s a reward, visual or audio and sometimes you are competing against others. The feedback lets you know how are you doing, it gives you the satisfaction of progression, of improvement and achievement.
- COLIN Colin – quick description of the project… The client we developed this for is a global alcoholic drinks company.They provide face to face training to bartenders all over the world, to: Improve their knowledge of bar tools and techniques Provide better customer service Make perfect drinks Make sure their brands are presented in the best light every time they serve a drink. Serve alcohol responsibly The face to face training only reaches a certain number of people – especially in developing countries where the infrastructure wasn’t good. In Africa, just getting to the training venue hard – busses don’t run etc… So they needed a way to train bar staff online – and the best way to do that was online film, and more specifically, Interactive online Film
- COLIN We worked collaboratively with the client and came up with a solution that started from the beginning, and became increasingly more challenging. Intro – Setting the scene – why bartenders are so important – how you set the tone of the evening for your customers, and will keep them loyal to the best brands Tutorials – the basics of running a bar – glassware, tools & techniques Challenges – A GAME! Putting the knowledge to the test in well acted, real world customer scenarios. This could be used as a refresher for people who’ve attended one of the classroom sessions, but also works as a standalone solution for those that haven’t – it’s about x hours in length, and can be self paced. LETS HAVE A LOOK…
- COLIN DRIVE / CAROLINE TALK Use the Techniques and Tools module. Intro Topic – FIRST 20 secs of intro - Explain the importance of the host / guide in the design – make the learner feel supported / helped at the start Click through Serving Techniques and Cocktail techniques – short instructional videos on the basics to give the learner a good grounding – note the responsive design – the whole course can be used on a mobile. Show straining clip – show comedy sequence at the end. Glasses – briefly show quiz and that tips are being earned. Say something about gamification. This could be a good time to highlight the quality of the video – mention that this was a three day shoot with a x person crew using x actors and x extras
- COLIN DRIVE / CAROLINE TALK Now the learner knows the basics, we put them in to a real world scenario It’s a game It tells a story It allows the learner to practise and fail in a real environment SHOW SETUP SHOW INCORRECT GLASS OPTION SHOW CORRECT GLASS OPTION Click quicky through Spirits, Techniques – show correct technique for Cosmo – stop before boring fact – show tip being earned. Show incorrect option for the Garnish – pick Olive Go through to signature serve – show not full drink & reaction CAROLINE TO SUM UP: Each of the four challenges follows the same structure and asks the learner to put the skills they’ve learned in to practice in a
- CAROLINE If you’re going to do this in your organisation – here are some of the things you’ll need to think about. We used Cathy Moore’s action mapping approach as the very start of the design process. This means you focus on the behavioural outcomes. What do the learners need to be able to do? In this case, it was easy to list a series of skills, from choosing the right glasses, to knowing what techniques are required in a particular cocktail. Once you’ve idenitified the skills, you devise the challenges that will match the decisions they need to make.
- CAROLINE Most used structure in games, you complete challenges in one level in order to move onto another. In our example each level just has one challenge. If you get the wrong answer you are taken back to the decision point It works well with a punchline – heighten the drama
- COLIN
- Caroline the fact of interaction means you can break the rules and not throw the player out of the universe , you can combine these with text screens and it works - Branching - short scenes work best use whatever medium you need to keep the pace up
- COLIN Explain the challenges deploying online video in Africa: Use some of the anecdotal info from Mark Barrett here – people only top up their credit when they need to etc…
- COLIN Whilst most of our audience wouldn’t have access to a PC with a reliable internet connection, they would all have access to one of THESE!
- COLIN So we played a load of these – took the same video we shot for the online version, and came up with this: Show DVD
- COLIN the fact of interaction means you can break the rules and not throw the player out of the universe , you can combine these with text screens and it works - Branching - short scenes work best use whatever medium you need to keep the pace up
- CAROLINE