Nationwide Retail Chain Builds Gamified Leadership Training for Newly Promoted Managers
Case Study
Client:
An American multi-channel specialty retailer with stores all over the country
Category: Service Industry: Retail
Business Objective
The program was created by a specialty retailer involved in the sale of hard surface flooring and related accessories. Our client’s business had been growing, with new branches opening across the country that required new managers and staff to operate.
The primary business objective was to train new managers quickly and effectively. Many existing store managers were being promoted further up the chain. And with the rate of new stores increasing as well, the demand for good store managers rose considerably.
Our client felt strongly about upskilling and promoting existing staff. To maintain the culture of their organization, they opted to upscale proven individuals from within the company rather than sourcing external talent. This ensured
Eager to train new managers & expand its offices, our client was interested in creating a leadership training program to educate top performers to cultivate these individuals for leadership roles in the company.
Since most of these workers are young members of Gen-Z, our client was excited about a gamified program that would retain the attention of the young learners and improve their interpersonal and management skills to make them effective leaders.
Based on the feedback we received, our program succeeded in both these requirements, with learner responses indicating they both enjoyed the program & found it very informative.
Learning Objective
The client had a clear vision for the gamified training program they wanted to build. After the initial discussion with Ozemio, we arrived at several prototypes & went through several more stages of feedback with the client before coming to the final iteration
The program uses an interactive, gamified approach to learning, operating on the “watch, learn & play” training infrastructure. The program guides learners through several scenarios that guide learners through effective leadership in various difficult scenarios, such as a customer complaining about a product failure or a sales representative failing to perform. Learners are guided through each scenario with a simple, colourful interface, and navigate through content that teaches them to be mindful of the contributing factors involved in making the right decision.
Learning Principles/Approach/Strategy
High-performing, leadership-ready employees of a large, nationwide retail chain.
Primary target of over 500 individuals, with more in the future.
The program focuses on educating employees through building comfort and experience with company policies and procedures, new and old, utilizing the following techniques:
Game-Based Learning with interactive gamified content and assessments that give learners an opportunity to express their learning in tactile ways and receive enthusiastic encouragement for their successes
Cognitive Load Theory utilizes progressively complex concepts to build a foundation before discussing more complex objections and customers.
Modular Learning that segregates learning programs into several short modules that can be taken separately or in succession, allowing participants to customize the pace of their learning and pick and choose modules based on their unique learning requirements and what they already know.
Solutions
Our client partnered with Ozemio to create a training program that serves a very particular niche. While leadership training programs are far from uncommon, each organization operates differently and for a client, with such a specific niche it was important that their leadership training program be custom-built to respond to the specific business problems of the industry.
The content was fully customized to the client’s specifications. All sample scenarios were specific to the industry and the company. Learners were able to relate to each situation and immediately recognize the information as applicable to their experience.
This level of familiarity with the content boosted information retention and recognition, as well as completion rates and general attitude towards the course both during and after the training. Learners also reported high confidence that the program would significantly help them in their new job titles.
The course takes the learner through multiple levels, each focusing on an important leadership scenario in a fun and interesting manner, making the learner want to learn the content. Learners are taught to ask questions and be decisive.
Implementation / Distribution Process
The modules were designed and built using Articulate Storyline, with all assets built by our award-winning instructional designers. The content was vetted by experts from our client organization as well as business development experts and learning experts.
Learner Assessment
Assessments were gamified and included symbols and heuristics that learners were already comfortable with. Questions were multiple choice, with scenarios specific to the client company that many of them might have already experienced from the agent’s perspective. As managers, they were tasked with navigating through each scenario by selecting the correct option. After each question, if the learner got the question wrong, the correct answer was displayed with an explanation. If the learner was correct, they would be congratulated for their success.
Business Impact
85% of learners completed the training in one sitting without interruption
97% of learners stated that the training program was easy to understand & follow.
95% of learners rated the program as more informative and educational than any other eLearning program they had attended.
Feedback
The response to the course among both stakeholders and volunteer testers was resoundingly positive. The client vice president of education had this to say:
“We’re incredibly happy with the way the program looks and feels. Initial testing has found the program to be engaging and impactful, and our people are glued to their seats completing it, and I am proud to say that everyone involved in the development of this program is directly responsible for uplifting many of our talented associates into leadership roles.
We are grateful to our friends at Ozemio who went above and beyond to make an incredible learning program.”
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Ozemio Resources Used
Instructional Designers, Media Experts, Language Specialists, Subject Matter Experts, and our Quality Control team. Totalling at 2431 work hours.
Program Learning Hours
2 hours
Number of Modules
4
Post Learning Support N/A
Tools & Technology Used
Articulate Storyline 360, Adobe Flash, Javascript
https://www.gc-solutions.net/blog/gamified-learning-solutions-in-software Find out more
Learn more about Ozemio’s Game-Based Learning Initiatives here.
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