The project

Create a learning program for the launch of a new product.

The purpose

Ensure Customer Service Representatives can respond to new customer queries.

Key highlights of the course

• The course was delivered with a blended approach. The online module provided the minimum information needed to avoid cognitive overload. The remainder of the course was facilitated via videoconferences where participants problem-solved scenarios in small teams.

• The simulation was created to support international teams who did not have access to the application. The simulation allowed them to visualise the product and understand where the issues may arise in the customer journey.

*Note: The screenshots above are only a sample of the online module that was created. The simulation was embedded into a Rise module that contained further information about the new product.