Looking Beyond Surface Design To Truly Connect

I have several hobbies and interests that bring me great joy. Cooking—and skipping rope—are definitely high on that list. I eat a whole foods diet that is mostly unprocessed, and every day, I prepare and cook fresh meals to support this way of living. After I prepare my meal, one of my favorite ways to unwind is by watching YouTube Shorts, especially ones about skipping rope (jump rope)—a sport I am genuinely passionate about. I think jumping rope is so cool! It is like playing a video game and defeating the boss. As I discover new tricks, focus on what’s wrong with my current technique, and push myself to learn them, I effectively uplevel.

YouTube Short Inspires

Now and then, though, a video outside my usual feed sneaks in. Just a few weeks ago, one of those unexpected videos caught my attention. It featured a restaurant owner sharing his journey to improve the dining experience for his guests.

Just Okay Vs. Being Five Stars

This video stood out—something about his approach to changing his restaurant experience carried a quiet power that struck a chord with me. His restaurant was receiving disappointing two-star reviews, and he knew something had to change. This business meant everything to him, and while he was frustrated with the poor reviews, he was not ready to give up on his dream of owning it. Instead, he got curious. Determined to understand what excellence looked like, he took his team to dine at a local five-star restaurant, hoping to uncover what truly set it apart from his.

When they arrived at the five-star restaurant, they paid close attention to everything—the way the staff greeted and engaged with guests, the flavor and presentation of the food, and the overall ambiance of the space. Each team member made mental notes of what stood out and what fell flat.

While the food earned unanimous praise for its excellence, some team members noted that the coffee was “just okay,” and the limited beer selection failed to elevate the overall experience—and fell short for those expecting a complete and truly satisfying dining experience.

The Feedback

Rather than dismissing these seemingly minor critiques, the owner leaned in. He saw potential in the feedback. Instead of brushing off these seemingly minor details, he saw an opportunity in their critique to improve his restaurant. The owner welcomed this feedback with open arms and swiftly took action to enhance his restaurant experience.

He adjusted roles according to each team member’s passions and strengths. Entrusting the coffee enthusiast with the responsibility of enhancing the café experience—carefully selecting high-quality beans and fine-tuning the brewing process to elevate every cup. Another team member, passionate about craft beer, was tasked with building a beer selection that complemented each dish.

These changes were not drastic, but they were intentional and strategically focused, thoughtful, and targeted improvements. And because of these simple tweaks, within just a few short months, their ratings climbed—and it joined the ranks of five-star establishments as well.

Insight

You might be wondering, what does a restaurant have to do with Instructional Design? Why exactly am I telling you this story? This story prompted a reflection on my approach to Instructional Design.

It holds up a mirror to us as Instructional Designers, reminding us of what truly matters when we create learning experiences. We often fixate on what looks good—sleek animations, interactive features, and polished visuals. But what about the “coffee and beer”? What about those subtle, often overlooked details that quietly shape—and sometimes sabotage—the experience? We need to focus on what’s wrong.

Example Of A “Coffee Or Beer” Moment In Instructional Design

Imagine you have designed a beautifully polished eLearning course full of sleek interactions and clean visuals. But when learners get to the practice exercises, they find the scenarios unrealistic—nothing like the challenges they actually face on the job. Because of that disconnect, motivation drops and learners skip the practice entirely.

This disconnect is like presenting a delicious meal but pairing it with mediocre coffee and a limited beer selection—it significantly, yet subtly, diminishes the overall experience. That “just okay” coffee moment in learning design could be overlooking how learners emotionally connect to the content or how relevant the examples really are. And we can spot this issue when we focus on what’s wrong.

The Confession: My Design Blind Spots

When I first created my Instructional Design portfolio, I leaned heavily on my English as a second language (ESL) background and my knowledge of instructional theories (cognitive overload, andragogy, constructivism, etc.). I am proud of the projects I designed, as they took several months to compile, create, and add to my portfolio. But to be fair—I was only designing partially with the learner in mind.

I became preoccupied with frameworks and technical checkboxes, assuming that applying instructional theory was enough to meet the learner’s needs. But I was not digging deeper. I did not really feel what the learners felt or question whether my design could truly help them succeed.

I was like that restaurant owner ignoring the coffee and beer, focusing on the food and the ambiance alone. I was creating learning experiences that were “good enough”—polished on the outside but lacking the emotional connection, the learner’s lived reality, and the relevance of their real-world context.

Let’s Be Honest And Focus On What’s Wrong

Many professional training programs aimed at business professionals end up feeling dry, uninspiring, and disconnected from real workplace challenges. They often rely on outdated lecture formats, dense slide decks, and cookie-cutter content that fails to engage learners or address their real challenges. This lack of engagement not only leads to low motivation but also poor retention and application of the material in the workplace. When training feels like a checkbox exercise rather than a meaningful learning experience, professionals are less likely to internalize new skills or change behaviors—resulting in wasted time, resources, and missed opportunities. To truly empower business learners, training must move beyond dull presentations and connect with their everyday realities, emotions, and aspirations.

The Realization: Why Theory Alone Is Not Enough

I have taught ESL for years, and that experience gave me insight into how learners think, struggle, and succeed. However, in my early Instructional Design work, I did not fully tap into that empathy and focus on what’s wrong. My realization upon watching this video was clear: yes, I was designing in the very same way that was failing the user. I realized I have been relying too much on:

1. Comfort
   Designing to reduce learner fatigue but not checking if learners found it relevant or motivating.
2. Andragogy principles
   Expecting learners to self-direct but not building enough support or engagement scaffolding.
3. Constructivism
   Encouraging active learning but without truly understanding what learners were building upon or how they felt during the process.

I was designing for learners but not with learners.

The Lesson: We Need To Focus On What’s Wrong

Here is the hard truth: If we only focus on what is right or what is easy to measure—completion rates, clicks, course length—we miss the heart of effective learning design. Effective design comes from:

1. Finding what is missing or broken.
   Much like the overlooked coffee and beer, subtle gaps in engagement, motivation, relevance, or emotional connection can quietly erode the effectiveness of a learning experience.
2. Admitting what does not work in our designs.
   It is uncomfortable but necessary to say, “My course falls flat here” or “My learners struggle with this concept.”
3. Listening deeply to learners’ feedback, even if it is hard to hear.
   Do they feel bored? Confused? Unsupported? Their voice is the data that matters most.
4. Iterating relentlessly.
   Design is never complete. Improvement arises from facing flaws head-on and making thoughtful, targeted adjustments—often through small but meaningful changes.

What A Learner-Centered Design Actually Looks Like

If you are still designing primarily around learning theories or what you think learners need, it is time to pivot. Here are three core principles for designing with learner empathy:

1. Engage emotionally
   Learning is not just cognitive. Motivation, anxiety, pride, and frustration—all impact retention. Design to address these feelings, not just facts.
2. Involve learners actively
   Give learners meaningful choices and opportunities to reflect, apply, and interact—not passive content consumption.
3. Anchor in real contexts
   Connect learning tightly to real-world scenarios learners face. Relevance drives engagement.

My Path Forward: From Theory To Learner-Centered Design

I am currently redesigning my portfolio projects with this mind shift. Instead of just checking off theory boxes, I am asking:

1. How does this help the learner feel confident, curious, and capable?
2. Am I building meaningful practice that reflects real challenges?
3. What feedback mechanisms are in place for continuous improvement?

I have developed a checklist centered on these questions, knowing that this work can be messy and sometimes uncomfortable—but it is essential if we want to elevate our Instructional Design from good to great.

Your Turn

If you are an Instructional Designer reading this, I challenge you to reflect honestly:

1. Where have you prioritized flashy features or theory over learner needs?
2. What one “coffee or beer” element are you overlooking that could transform your design?

This is one of those topics that I want to expound upon as I think it is relevant and might be able to help other Instructional Designers that are not exactly sure how to bridge the gap, so I will be creating a series for us Instructional Designers so that we really start understanding the real challenges of the user and creating better learning material for them. So come on this journey with me! If you struggle to connect your content to actual learner success, I would love to discuss this further with you.