THE GOAL

SEAMLESS ACCESS TO ONLINE TRAINING

We were approached by our client who is a successful global car manufacturer. They are in the business of removing obstacles for customers choosing, owning and using a vehicle. It’s what they ‘do’. 

We were tasked to transform their online digital training offering, taking their users to a whole new dimension of learning. It required the perfect blend of micro and macro learning to cater to the individual needs of a wide variety of learners with maximum effectiveness. Our solution also needed to seamlessly integrate into their Academy learning pathways.  

We developed 14 “customer experience” modules focusing on the dealer, after sales and sales behaviour.  We also created 8 product training modules for training sales teams. All modules needed to developed with responsive design principles in mind so training could be accessed on all devices and screens. 

It was the perfect intersection of customer experience training amalgamated with car model specific product training. 

OUR APPROACH

PROVOKING NEW WAYS OF ENGAGEMENT

Our team had the vision to create an impactful and genuinely engaging digital experience, one which would encapsulate users time and time again. We aimed to ensure the excitement of cinema, and the richness of the big screen was in no way lost, providing users with an explosive experience.

To create exceptional training experiences takes a world-class team, so the project involved our talented squad from strategy, graphic design, instructional designers, through to our development team.

Working closely with our client and going the extra mile to understand their needs, the modules were developed in parallel to meet project timeframes, which were aggressive. Using our well-tuned consulting skills, we were able to maximise stakeholder and SME engagement, which was integral to us achieving our deadlines.

Having decades of experience in learning design, we allowed users to explore and browse — minimising complex navigations. The training modules offer a fully mobile responsive interface and tailored mobile experience, which was essential towards the success of the new campaign.

All modules were designed and developed using the latest software, so stakeholders were able to provide instant feedback right in the module during development. Our approach and streamlined processes helped communication between the team.

We also proposed a staggered rollout of the modules, so learners were not overwhelmed by the volume of courses they need to complete.

THE RESULTS

SCALE TO PERFECTION

We delivered an outstanding fusion of customer and product training through elements of micro and macro learning. We combined ways of engaging the target audience through immersive content for those that want it and easy paths for engagement for those that don’t.

Any investment in training ultimately aims to have a positive impact on business performance. Our client saw education as one of the keys to growth, so we were all celebrating when they announced to the market that they had broken their sales record. Their annual percentage growth was confirmed at more than 12%, in an overall market of only 0.6%. They have recorded sales increases (over the equivalent month in the previous year) for 35 consecutive months.

Driving sales remain the core objective, achieved through a robust understanding of the learner behaviours that required focus, the inclusion of compelling ways to teach ways to upselling through the activation of related products, and clear paths to recognise learner participation.

Find out how we can put these solutions to work for you.