Managing Clients
with Burns

Caused by laser hair removal treatments

Audience

Receptionists, administrative staff, customer service representatives, and branch managers who hold primary responsibility for handling burn-related cases.

Responsibilities

Information synthesis, digital learning development, process mapping, storyboard creation, digital and UX design, character design representing key roles, content writing, proofreading, and prototyping.

tOOLS

Articulate Storyline 360 · Adobe Creative Suite · Figma · OpenAI Suite · Microsoft Office Suite · Miro

During laser hair removal treatments, there is an ongoing risk of burns.
Clients are even required to sign a service agreement acknowledging the possibility of burns as a known and discussed
risk during the sales process.

However, when clients actually experience a burn and see it on their skin, they often react with panic or distress.
This emotional reaction can quickly spread tension throughout the branch—among both clients and staff.
In some cases, the staff’s unprofessional or even unauthorized handling of the situation leads to negative client experiences,
damage to the organization’s reputation, and potential legal claims that can result in significant financial loss.

After collecting data on staff roles, branch structures, existing procedures, and the actions required in such cases—along with conducting interviews and discussions with key personnel, stakeholders, and headquarters representatives — I recommended developing an online learning solution for several key reasons:

The staff must follow specific technical procedures in the computerized system and therefore need to know the correct sequence of actions even during stressful or crisis situations.
The organization’s branches are spread across the country, making it impractical to gather all employees for in-person training sessions without disrupting day-to-day operations.
Simulations can effectively convey both the emotional experience and key messages through relatable, character-based scenarios that allow learners to identify with real workplace situations.

During laser hair removal treatments, there is an ongoing risk of burns.
Clients are even required to sign a service agreement acknowledging the possibility of burns as a known and discussed risk during the sales process.

However, when clients actually experience a burn and see it on their skin, they often react with panic or distress.
This emotional reaction can quickly spread tension throughout the branch—among both clients and staff.
In some cases, the staff’s unprofessional or even unauthorized handling of the situation leads to negative client experiences, damage to the organization’s reputation, and potential legal claims that can result in significant financial loss.
After collecting data on staff roles, branch structures, existing procedures, and the actions required in such cases—along with conducting interviews and discussions with key personnel, stakeholders, and headquarters representatives — I recommended developing an online learning solution for several key reasons:

The staff must follow specific technical procedures in the computerized system and therefore need to know the correct sequence of actions even during stressful or crisis situations.

The organization’s branches are spread across the country, making it impractical to gather all employees for in-person training sessions without disrupting day-to-day operations.

Simulations can effectively convey both the emotional experience and key messages through relatable, character-based scenarios that allow learners to identify with real workplace situations.

my process

This learning project is divided into several sections, following the ADDIE model to define course objectives and determine what the training content should include. I identified the need for a methodical approach to handling burn-related cases. Staff must understand every step of the process: customer service protocols, medical guidance, follow-up, and thorough documentation. Additionally, employees need to be familiar with the role hierarchy and understand who is responsible for each stage of the response.

To support this, I created an instructor character to guide learners through procedures and role responsibilities. I also designed key characters for learners to identify with—characters that appear across multiple training programs in the organization, creating a consistent learning experience.

Text-based Storyboard

It was important for me to detail each action and specify the characters’ dialogue precisely, in order to avoid unnecessary wording and get straight to the required objectives. I chose to divide the content into three sections (chapters) to present the material in a methodical and memorable way for my learners.

The script structure is crucial because different characters take responsibility for different parts of the process described in the module. The instructor’s role is to deliver the knowledge to both staff members who are learning the procedures. Since she is a neutral character, she enables clear and balanced communication of the guidelines without creating a sense of hierarchy, ensuring that both roles receive and understand the material equally.

Visual Mockups

I was genuinely excited to work on the visual design for this project. Since the organization had recently merged into a group of two, I needed to establish a unified visual identity. I developed a new design language, a cohesive color palette, and character illustrations that represent both organizations, while incorporating the fonts most commonly used by them.

I used AI-based tools to create an illustration style aligned with the organization’s look and feel, and I crafted a dedicated style guide intentionally designed to evoke a welcoming and calming experience for learners.

I enjoy experimenting with new tools, and I enthusiastically began building wireframes and mockups to bring the learning experience to life.

STYLE GUIDe

Custom Artwork

Visual aesthetics are very important to me, and I am experimenting with new tools, including in order to create a complete and full world for my learner. All the graphics in this project were created by me using innovative graphic tools. I wanted the different environments for the learner to feel modern and inviting - faithful to the brand mission.

Interactive Prototype

Once the visuals were finalized, it was time to build an interactive prototype in Articulate Storyline 360. It was important for me to get feedback on the functionality to make sure the navigation through the scenarios was intuitive and felt authentic. In the prototype, I included the interactive intro slides as well as the first question and its implications, and I felt that the overall UX/UI of the project was represented in these slides.

Managing Clients with Burns