Retail Mystery Shop and Product Rollout

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TRAINING AND DEVELOPMENT - MOBILE AND APP-BASED LEARNING

　

The Challenge

A global energy client wanted to raise the bar on customer experience at their retail locations. Customer experience at their sites was considered a key differentiator in the marketplace and part of their brand integrity. To complement their site inspection process they added training to site staff.

Scope & Objective

  • Offer short, focused, easy-to-use mini learning activities (<5 min each)
  • Accessible as web-streaming and as a downloadable App
  • Compatible with iOS, Android, Windows (PC) and MAC Reporting tool for business owner and management
  • Designed for smartphone, tablet and computer devices
  • Offer centralized system where other retail training can reside

Major Deliverables

  • Creation of 6 engaging learning activities that reinforced key learning through various ‘game-like’ techniques
  • Video production for scenario-based learning activities
  • Development of training application (Training Resource Center)
  • Development of key tracking and reporting database usable on a global level
  • Implementation planning and support for rollout

Key Client Benefits

  • Usage: 11,500 users, ~80,000 activity completions across programs
  • Rating: average App rating 4.6
  • Client able to monitor and manage learning usage, engagement and results
  • Centralized platform upon which the client can further build their training library

Project Length

  • 5 months