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ANZ – Customer Relationship Management Software

ANZ – Customer Relationship Management Software

Task: The ‘virtual coach’
Duration: 2.5 hours
Audience: Global – English speaking audience of 10,000+, future plans to translate for Chinese audience

Brief: Create a suite of modules and software simulations in time for the roll out of the new software. They must also be (1) highly engaging (2) flexible during development due to multiple software iterations. 

Solution: To create an engaging experience, we introduced elements of gamification and created in-depth scenarios to mimic real-life use of the system. We also created a ‘digital coach’ who, acted as a virtual colleague and, taught learners how to use the new software.

To resolve the second challenge, we created custom processes to ensure we could push forward with low risk design and development stages, while working around high risk software iterations. This provided maximum flexibility for the client and minimised disruptive impact to timelines.

Outcome: The suite of learning was extremely well received, and was given high praise from end users and stakeholders alike.