BNZ is a leading commercial bank in New Zealand. With a history spanning over 150 years, BNZ provides a wide range of banking services to individuals, small businesses and large corporations.
BNZ identified some confusion in the wider team around their range of business credit card products. They were looking for a solution that would not only help their business bankers feel confident in their knowledge of the different types of business credit cards, but also equip them to initiate and navigate conversations with customers.
As the module was not mandatory, the challenge was to create something that was engaging and enjoyable. The digital learning solution also needed to comply with BNZ's accessibility requirements and be delivered via their LMS.
To help BNZ's business bankers have confident and credible conservations around business credit cards, we concepted a scenario-based learning experience from a first person perspective. To ensure an authentic experience, we worked closely with subject matter experts to create customer profiles that we realistic and relevant. Working together, we identified the frequent obstacles and stumbling blocks for the bankers, which we used as decision points in the scenarios.
Through immersive scenarios, business bankers practised spotting opportunities, determining customer needs, recommending the right card, and explaining the benefits to customers. As the bankers progressed through the module, they experienced success by making the right decisions and providing great payment solutions for their customers, thereby tapping into their inherent motivation to satisfy their customers and reinforcing the importance of providing excellent customer service.
BNZ now has a digital learning solution that:
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