Portfolio
Suncorpedia
(CRM Assessment)
eLearning
Animation
A creative and memorable approach to assessing learner readiness for a CRM deployment.
14
animations
6
characters
3,000
users
About the project
The Brief
Suncorp Bank had a Customer Relationship Management (CRM) application which was under-utilised and poorly supported by learning materials. No form of competency assessment existed.
A gap analysis identified that there was a general lack of CRM capability among frontline staff and this was likely to impact the Bank’s bottom line as they moved towards the implementation of a new banking platform that relied on accurate CRM data.
A gap analysis identified that there was a general lack of CRM capability among frontline staff and this was likely to impact the Bank’s bottom line as they moved towards the implementation of a new banking platform that relied on accurate CRM data.
The Solution
I worked with a Capability Advisor and Project Lead to construct a proposal that would deliver a solution for the capability gap.
The old videos were replaced by a fresh introductory module and a new Assessment module was built to ensure a minimum benchmark level of understanding existed in the staff before the new banking system was implemented.
Leveraging my animation experience and a team interest in the potential of gamification in learning, I designed a module around the concept of a game show (Suncorpedia), complete with cheesy host and a series of questions that challenged learners to reach a stated score.
This solution respresented a significant and strategic leap forward creatively for the Bank L&D team.
The old videos were replaced by a fresh introductory module and a new Assessment module was built to ensure a minimum benchmark level of understanding existed in the staff before the new banking system was implemented.
Leveraging my animation experience and a team interest in the potential of gamification in learning, I designed a module around the concept of a game show (Suncorpedia), complete with cheesy host and a series of questions that challenged learners to reach a stated score.
This solution respresented a significant and strategic leap forward creatively for the Bank L&D team.
Features
Personalisation
Learners could play as either a male (James) or a female (Janine). Each character displayed a different personality and provided customised feedback responses.
Humour
The module featured a commercial break at the halfway point. I used this to give learners a pause and a laugh with this couple from the bush talking about Suncorp’s brand ambassador, Adam Gilchrist.
