In a telephone based customer service role, there is always the possibility that on your next call, you’ll be connected to a vulnerable person.
🔍 Project Background
The Vulnerable Customer Support Team at Aviva serves as a specialist referral point for complex cases. However, frontline staff struggled to retain previous training, leading to uncertainty regarding when to escalate calls.
The business objective was to empower customer service agents to make decisions 'in the moment'. This ensured that vulnerable customers received immediate support, while allowing the specialist team to serve prioritised escalations more efficiently.
In getting to the root of the performance gap, I created a series of accessible job aids, turning complex processes into simple acronyms, supported by digital posters that served as visual nudges in the workspace.
💡 The Solution
I worked with stakeholders and a sample group of learners to identify the learning requirements and advise on the best instructional strategy.
I developed a holistic, hybrid solution utilising Nudge Theory and principles of Social Learning. The core component was a suite of branching scenarios built in Articulate Storyline. These simulations placed the learner in a realistic conversation, requiring them to make rapid decisions.
Depending on the choices selected, the scenario branched into distinctive outcomes, ranging from a resolved case to a frustrated customer. This allowed staff to safely experience the real-world application and implications of the new job aids.
🛠️ Tools used
Articulate Storyline 360: Complex variable-based branching
Adobe Creative Cloud (Premiere Pro, After Effects, Audition): Custom asset creation and audio engineering for realistic dialogue
Adobe Indesign and Photoshop: Graphic design for job aids and posters
⛳️🔥🏆 The Result