PROJECT # 1: OVERVIEW
Using HCD to overhaul a traditional classroom certification into an interactive, innovative, learner-driven blend of online and hands-on activities.
THE OPPORTUNITY
Our client is the peak body for the recruitment, staffing and workforce solutions industry across Australia and New Zealand. A core element of their service offering includes learning and development programs for both members and non-members.
Keen to support those new to the recruitment industry, our client sought to redesign their Recruitment Consulting Certificate. Offered as a traditional 3-day intensive workshop, they were keen to make this more accessible to busy learners who were time poor.
OUR SOLUTION
Human Centred Design (HCD): We started by building our understanding of the needs, pain points and expectations of past and potential learners and facilitators. To do this we conducted an online survey and followed up with focussed one-to-one interviews. The discovery phase concluded with a Discovery report that highlighted aspects of the program which worked well and should be retained, and others which we earmarked for change.
High Level Program Design: This phase involved working with the client to overhaul the entire program into an interactive, innovative, fully blended solution. We started by extracting theoretical content and converting this into interactive self-paced online learning primers. We included bite-sized assets such as animations, talking head videos, elearning modules, and interactive simulations to be consumed by learners on-demand. We then focussed workshop time on storytelling and hands-on activities such as interview techniques.
Detailed design: Once the high-level design was approved by our client, we moved on to detailed design – creating detailed learning assets such as storyboards, facilitator and learner guides.
PROJECT # 2: OVERVIEW
Informing, transforming, and managing change for one of Australia’s largest and most iconic national retailers.
THE OPPORTUNITY
OUR SOLUTION
Our client is one of the largest retailers across Australia and New Zealand. As part of a business transformation initiative, they were keen to get staff across new ways of working. A core element of this involved supporting their people to adapt and embrace changes through consultation and education.
​Working with our partner, Alkimia Learning, and following on from an initial discovery phase they ran in-house, we created a highly consultative blended learning program focusing on the why and the WIIFM (what’s in it for me) of the change.
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With its own visual brand, and incorporating Town Hall Q&A sessions, leadership toolkits and workshops, leader videos and quick reference guides, the program was rolled out nationally with much success.
PROJECT # 3: OVERVIEW
Applying a simple, budget-friendly approach to uplift the customer experience of the most vulnerable members of our community.
THE OPPORTUNITY
Our client is one of Australia’s largest and oldest financial services organisations who pride themselves on their social responsibility and ethical approach. To drive their goal of providing the optimal customer experience, they recognised the need to support their people to identify and respectfully engage with vulnerable customers.
OUR SOLUTION
We designed a budget-friendly, simple and effective online learning solution driven by six customer characters, each with a different vulnerability.
Our solution aimed to humanise each vulnerability – no small feat in a highly regulated environment which can often inadvertently lead to a process-driven mindset.
This was supported by anchoring animations to frame the content and build empathy.
Learners also had the opportunity to interact with the content and apply their knowledge to specific customer scenarios.
PROJECT # 4: OVERVIEW
Raising awareness of the importance of play in early childhood as part of a global campaign by an iconic toy brand.
THE OPPORTUNITY
Working with our partners Alkimia Learning, our client is the not-for-profit arm of an iconic global toy brand. Eager to launch a playful worldwide initiative aimed at educating the world about the immeasurable importance of play as a tool for learning and wellbeing, we were engaged to define what this initiative would look like.
OUR SOLUTION
Discovery phase: We started by conducting empathy interviews with our client partners and subject matter experts located in 12 countries across 6 continents. With such a diverse, internationally dispersed stakeholder group, we embraced cutting edge collaborative technology to make the Discovery phase accessible to all. In the spirit of play, we also incorporated highly successful hands-on play activities designed to facilitate expression of their motivations and frustrations. The output of all of this was a Discovery report which captured key learner personas (these outline the key archetypes we are designing for and help build empathy for the learner/end user of the program), key insights, design principles and clarified the problem we were trying to solve for.
Ideation Workshops: We designed and facilitated two virtual ideation workshops with client co-design team. Each workshop was packed with specialised activities designed to elicit a flow state and generate lots of ideas for how we could communicate the importance of play to communities and families around the world.
Campaign Design: Once we had prioritised ideas gained from our ideation sessions, we built out a campaign of joyous educational events at local community spaces such as libraries, museums and community centres to highlight the relevance and meaning of play to both children and their adult caregivers. We also incorporated a number of take-home resources and activities for families to use at home. The campaign was rolled out globally in July 2022.