Portfolio
Six Levels of Service
eLearning
Animation
Part education, part marketing - this product was built rapidly to support a major customer service initiative.
6
topics
3
week build
3,000
users
About the project
The Brief
Suncorp Bank was adopting world-renowned expert Ron Kaufman’s Six Levels of Service methodology in order to stay ahead of competitors and deliver better customer experience.
‘Customer Service’ was a familiar topic among the Bank’s employees. The Customer Development team was concerned that complacency would therefore restrict engagement. They wanted a fresh, creative approach that would help engage frontline staff in this campaign.
Bank L&D were requested to provide a solution that would serve as both an educational product and a promotional tool.
‘Customer Service’ was a familiar topic among the Bank’s employees. The Customer Development team was concerned that complacency would therefore restrict engagement. They wanted a fresh, creative approach that would help engage frontline staff in this campaign.
Bank L&D were requested to provide a solution that would serve as both an educational product and a promotional tool.
The Solution
Presented with a tight timeframe, I had to quickly familiarise myself not only with the brief, but the considerable amount of reference content that had been acquired during the early stages of development by the Project Lead.
Not only were there a variety of internal stakeholders to manage, we also had to acquire permission from the ‘owner’ of the Six Levels concept, Ron Kaufman himself before we could commence detail design.
Following approval of the storyboard and script, I commenced detail design, focusing initially on the feature animation that would ‘anchor’ the solution. I also compiled a series of short assessment questions and built these into the module. Multiple reviews were conducted with stakeholders following the design prior to implementation.
The project was completed in 3 weeks and deployed to approximately 3,000 people.
Not only were there a variety of internal stakeholders to manage, we also had to acquire permission from the ‘owner’ of the Six Levels concept, Ron Kaufman himself before we could commence detail design.
Following approval of the storyboard and script, I commenced detail design, focusing initially on the feature animation that would ‘anchor’ the solution. I also compiled a series of short assessment questions and built these into the module. Multiple reviews were conducted with stakeholders following the design prior to implementation.
The project was completed in 3 weeks and deployed to approximately 3,000 people.
Features
Branding
Suncorp wanted this to feel like an internal creation and brand recognition was an important element of the design. I also had to integrate existing sales initiatives like ‘Feelings Matter’ to show that six levels wasn’t just another sales tool, rather it built on what we already had.
Humour
I’ve always found that a bit of subtle humour is well received, not to mention helpful in communicating an important message without sounding dictatorial.
