Portfolio
Connecting Regulatory Excellence and Quality Growth
Workbook
A character-driven guide to support better customer conversations at Suncorp.
24
pages
9
activities
About the project
The Brief
Suncorp identified a capability gap amongst frontline staff in being able to deliver consistent results when conducting a ‘Connect Conversation’ with customers.
Operating within a tight regulatory framework, Bank staff not only have to provide a high level of service, but also ensure that compliance around the provision of financial advice is conducted precisely.
With a tight timeframe and even tighter budget, Bank L&D were asked to provide a solution that would help address this capability gap.
Operating within a tight regulatory framework, Bank staff not only have to provide a high level of service, but also ensure that compliance around the provision of financial advice is conducted precisely.
With a tight timeframe and even tighter budget, Bank L&D were asked to provide a solution that would help address this capability gap.
The Solution
After a considerable period of stakeholder consultation where a variety of solutions were proposed, I pitched the idea of a self-paced workbook that would form as both an instructional and assessment tool.
The workbook was constructed around an interaction between a customer (Susana) and a consultant (Jonathan). Learners completed the workbook by answering questions throughout. This formed the basis of a follow-up assessment by their manager.
An external illustrator was hired to provide the character artwork which I then used in the design of page layouts.
The workbook was constructed around an interaction between a customer (Susana) and a consultant (Jonathan). Learners completed the workbook by answering questions throughout. This formed the basis of a follow-up assessment by their manager.
An external illustrator was hired to provide the character artwork which I then used in the design of page layouts.
Features
