2019 Haircut Consultation Challenge
For this project, student Marianne Meindertsma worked with a cosmetology school to create an e-learning haircut consultation training.
Download Project Report
For a full description of the project including the e-learning structure/content outline and the final storyboard see the full PDF report.
Title of e-learning
Haircut Consultation Challenge
Haircut service consultation for transitioning students
Need or opportunity
Cosmetology School ABC has noticed students are not able to conduct optimal client consultations after they progress from the classroom to the service floor. There are a limited number of instructors per students and instructors are having to spend too much time with each student to ensure proper client consultations to keep the service floor running on schedule.
Frustration is increasing for clients, students and instructors as wait times are increased. Clients are having to leave prior to their service due to time constraints, leading to a lost opportunity for the student and the school.
ABC is responsible for preparing students for both licensure and working as cosmetologists in salons. State exams expect participants to be prepared to answer questions pertaining to consultations correctly. Salons expect stylists to conduct an effective client consultation independently and within ten minutes.
Expected learning or performance outcome
The desired performance outcome is to increase the effectiveness and efficiency of students’initial client consultation to decrease the number of lost opportunities. The training will support the learner by accelerating their level of expertise, build critical thinking skills, and build skills that are impractical to gain during service floor hours.
Cosmetology School ABC provides students the training they need to test for licensure as a cosmetologist and instructs students on how to conduct cosmetology services. The organization is dependent on tuition fees and service dollars earned per student to operate the facility.
ABC works closely with local and some long-distance salon businesses, providing salons with highly qualified graduates. The organization needs to ensure graduates are able to conduct successful service consultations to maintain their reputation for highly qualified graduates. The relationship with salon owners could become compromised and lead to lowered student
employment opportunities. In turn this could lead to lowered enrollment rates as students seek out schools that can provide better employment opportunities.
If the school does nothing, revenues will continue to decrease due to lost service dollars and enrollment rates will decline as the school’s reputation will likely diminish.
The learner will demonstrate the ability to conduct a haircut consultation to determine the client’s desired outcome, within 10 minutes.
The learner has some experience conducting a consultation. The learner has role played the service consultation with classmates but has had no experience with a service client. The learner is motivated both internally (master their trade) and externally (client satisfaction).
The learner is transitioning from classroom theory to the service floor where they will perform haircutting services on live clients. The learner will operate independently during the consultation process. After the consultation the learner has a three-way consultation with the client and an instructor to confirm what service the learner will perform for the client.
The learner will need access to a computer or mobile device.
PC, OSX, Android and Mac compatible
The learner must be able to pass the e-learning training with a successful rating.
Learners will be tested on the service floor for their ability to perform as desired. The learner must be able to perform a haircut consultation within 10 minutes and present an image to the service floor instructor for confirmation prior to performing the service.
Knowledge and/or skill type
The learner has limited previous experience conducting a consultation with a client. The experience level provided by ABC is in the classroom through role-play with classmates, with little feedback from instructors. Skills that are associated with expertise in the task are remembering to access facts, application of mental models, and analyzation of situations
(Clark, 2013, p. 131).
The training module will utilize the interpersonal domain as the end-task deliverable of the training is for the student to communicate effectively with the client to keep the service floor operating within the allotted schedule.
Response options will be multiple choice with low outcome precision because the learner has limited experience conducting a consultation and to avoid overloading the learner’s working memory (Clark, 2013, pp. 49-50). The e-learning will utilize limited interface response options to allow for the training to be accessed on both computers and mobile devices. A low social presence will allow for the learner to access the self-study training at any time (p. 52).
The training will utilize a visual depicting a stylist shaking their client’s hand upon the initial meeting. The trigger will indicate the start of the consultation.
The learners are less experienced in conducting a client consultation thus the e-learning provides more simplistic, and fewer complex, scenarios with limited-choice responses. Navigation buttons will guide the learner through each scenario with a constrained interface. The option from the multiple choice that the learner chooses for each scenario will navigate the learner to the next scenario. Each scenario the learner faces is dependent on their answers.
The learner will receive two conflicting rationales based on classroom theory. The learner must contemplate the options to determine the best outcome. Feedback will be provided immediately after each question on the following screen. The feedback will advise the learner of their performance and guide the learner as needed. If an undesirable choice is made, the training is terminated, feedback offered, and an opportunity to repeat the training is offered. The learner will have an opportunity to reflect on their outcomes at the end of the path regardless of their choices.