Posted on 21st September, 2017 by Ben Miller
Impact Cx: The Quest is an award-winning blended learning example, designed for financial services education supplier LOMA. This LEO Learning case study demonstrates how Impact Cx: The Quest is both an elearning game and a blended learning solution.
LOMA has been providing education solutions for insurance and financial services professionals for nearly a century. As a highly-trusted international association, LOMA provides designations, educational resources and products to more than 1,200 insurance organisations across the world.
But the insurance industry has changed, with customers becoming more aware, more connected and more demanding than ever before. LOMA’s solution – an engaging, gamified blended learning course called Impact Cx: The Quest – takes a customer-centric view on selling life insurance and property/casualty insurance products.
The learning objectives
CX (or Customer Experience), in LOMA’s view, is all-important in engaging and retaining customers in the insurance world. To realise this objective, LOMA decided to try an innovative training concept which marries the training trend of games with the crucial theme of customer experience.
With Impact Cx: The Quest, LOMA wanted to create a baseline of industry-wide knowledge and establish how to teach it in enjoyable and memorable style through gamification. The course also includes elements of microlearning (short, bite-sized chunks of supporting knowledge), video and audio, making it the perfect blended learning example.
After several brainstorming sessions, LOMA asked LEO Learning to help refine their strategy and sharpen their promising early ideas into an innovative new blended learning course that stands out and keeps learners not just engaged, but coming back for more.
The benefits of a blended approach
We understood that LOMA wanted to create change across their clients’ organisations and highlight in a unique and original way how the decisions every employee makes, no matter where they sit within the organisation, can affect customer experience.
The result is Impact Cx: The Quest, a realistic and thought-provoking series of animated branch scenarios giving learners customer-focused missions to test their judgement and demonstrate the importance of a holistic approach to customer service. The five missions cover topics ranging from empathy and journey mapping to customer experience advocacy, customer-centric culture and listening to the voice of the customer.
“We wanted The Quest primarily for mobile devices but it works well on all devices,”, says Gene Stone, LOMA’s Director of Learning Design and Delivery. “LEO Learning really got what we were trying to do right away and did a lot of work to understand what we were trying to achieve.”
Gameplay: how it works
As an immersive scenario game, Impact Cx: The Quest sees the learners interact with a fictional insurance company. As they progress from novice to guru, they take on different roles within the company and complete a series of missions. Learners must use sound judgement techniques and empathy to respond to customer needs and make decisions that ensure the best possible CX across the entire customer journey.
In different roles, players choose where to invest, how to improve the products and services the company offers its customers and how to respond to customer queries. Decisions count and actions have tangible consequences, with learners being able to see the outcomes of their actions immediately – good and bad. The scenarios are supported by interactive learning content to guide decisions, wildcards to boost scores, as well as opportunities to get a hint or undo a bad decision.
Multi-device learning for everyone
With its challenge of putting the customer first, Impact Cx: The Quest has received widespread praise, including positive feedback from Millennial employees and corporate decision-makers at management level across different companies. The game also won gold in the Motivation Through Gamification category at Training Magazine’s prestigious eLearning Design Challenge 2017.
“The core game contains a lot of features we would never have thought of. They speak to production values,” says Gene. “I’m really happy that we went with the experience of LEO Learning.”
This interactive, multi-device online game is a great example of how learning can transform the way employees across a sector experience training, as well as how embracing new methods of learning design at senior level can benefit the whole workforce.
Want to know more about blended learning? Download our free ebook, ‘Why blended learning works (and can work for you)’ today.