Delany & Co - Rachel Hedgepeth

Interactive Loss Prevention Training

Delany & Co.: Securing the Sparkle

Did you know that one in 12 jewelry store customers is there to steal, not shop? Jewelry should shine for customers, not disappear from the display case. I designed this immersive eLearning experience to equip Delany & Co. associates with the skills they need to prevent theft, while providing the brand’s trademark excellent customer service.

Project Information

Audience: Delany & Co. retail associates working in high-theft locations.

Responsibilities: Instructional Design, eLearning Development, Needs Analysis, SME Collaboration, Storyboarding, Visual and Animation Design, Content Writing

The Challenge

During peak shopping seasons, particularly around Valentine’s Day, Delany & Co. experiences a sharp increase in theft. Shoplifters use distraction tactics, group collusion, and grab-and-run strategies to target jewelry counters. Associates must remain vigilant while managing multiple customers and maintaining high service standards. However, existing training lacked interactive elements and practical application, leaving associates uncertain about how to recognize and respond to theft attempts.

The Solution

To address this challenge, I developed “Securing the Sparkle,” an interactive eLearning module designed to reinforce Delany & Co.’s loss prevention protocols. The training breaks down key security procedures into engaging, scenario-based learning experiences, allowing associates to practice in a realistic, low-risk environment.

The course includes:

Branching Scenarios where learners navigate high-theft situations and make real-time decisions.
Simulations for using a diamond tester, ensuring associates feel confident interpreting results.
Situational Awareness Training, featuring common shoplifter behaviors and distraction tactics.
A Printable Quick-Reference Guide with emergency contacts and key loss prevention tips, designed to be posted behind the counter for easy access.

Development

Following the ADDIE model, I:

Analyzed Delany & Co.’s theft data, consulted subject matter experts (SMEs), and personally tested a diamond tester to understand the associate’s experience.
Designed an interactive module structure focusing on security procedures and theft prevention, incorporating realistic customer interactions and hands-on tool use.
Developed the course in Articulate Storyline, using high-end visuals, custom animations, and decision-based learning to create an engaging, luxury-branded experience.
Implemented a low-ink printable PDF to support in-store knowledge retention.
Evaluated the module through iterative testing to ensure seamless interactivity and alignment with Delany & Co.’s training objectives.

Through immersive storytelling, engaging interactivity, and real-world application, this module prepares associates to confidently prevent theft while maintaining excellent customer service.

Outcomes

This training module was designed to reduce inventory loss by 30% in Delany & Co.’s highest-risk locations. While conceptual, it demonstrates a real-world approach to retail security training, blending practical skill-building with interactive learning.

This project reinforced my belief that the best training solutions immerse learners in their environment, provide realistic practice, and offer just-in-time resources for on-the-job success.

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