🔍 Project Background
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.
The Vulnerable Customer Support Team at Aviva exists as a point of second step support for phone based customer service staff to refer customers who may need extra support.
They wanted customer service agents to be more empowered to make decisions in the moment. This would mean that customers could get support quickly, and escalated customers could be prioritised more efficiently.
Previous training did exist, but staff struggled to retain the information.
In getting to the root of the problem to be fixed, I created a series of easy-to-use job aids that could be accessed in one place – turning the steps required into a simple acronym for staff to follow and apply. I also created digital posters that served as a visual reminder.
đź’ˇ The Solution
I worked with stakeholders and a sample group of learners to identify the learning requirements and advise on the best course of action to meet the desired outcomes.
I developed a holistic and hybrid solution that used nudge theory and aspects of social learning.
The result contained a peer learning space, job aids, digital posters and a range of branching scenarios that simulated having a conversation with each customer.
Depending on the choices selected, resulted in several outcomes ranging from a happy customer to confusion and frustration.
This enabled learners to carefully consider the real-life application and implications of the provided job aids.
🛠️ Tools used: Articulate Storyline 360, Adobe Photoshop, Adobe Premiere Pro,
Adobe After Effects, Adobe Audition
⛳️🔥🏆 The Result