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A 'consumer’ learning experience at a multinational financial services organisation

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A 'consumer’ learning experience at a multinational financial services organisation

Unlocking learning and agility requires a consumer learning experience at work

Big_4_bank_context

The organisation wanted to become more learning-oriented to enable it to adapt faster, serve customers better and engage its people to do their best work. Learning technologies have now evolved to the point that a contemporary learning experience – just-in-time learning, in bite-sized chunks, personalised to my interests and available anytime, anywhere – can be made available at work.

Nous worked with the organisation to shape a learning technology strategy that: met business needs, aspirations and global scale; leveraged proven leading-edge technology (and enabled future integration); and delivered the level of sophistication that employees are used to experiencing in their interactions as consumers.

We ran 3 ‘sprints’ to deliver a robust strategy at pace

Sprint 1: Through broad consultation, determined business needs, constraints and aspirations, in the context of an evolving strategy and technology architecture.

Sprint 2: Developed strategic learning technology options and critical trade-offs. This included a target user experience, learning ecosystem and conceptual architecture, with anticipated benefits and success measures.

Sprint 3: Developed a high level three year roadmap for the implementation of the preferred option. This outlined cost and benefit flows and architecture and integration considerations.

Implementation will deliver a personalised learning experience

Implementation of the strategy is expected to unlock more learning more often and lift employee engagement, customer satisfaction, productivity and business agility.

What other organisations can learn:

  • Organisations can now provide a consumer learning experience – personalised, multi-media, anytime, anywhere – at work. Employees are consumer, too, and this is the experience they expect.
  • Working in sprints enables you to make ‘pivots’ in the process in response to what we learn, rather than being locked into an end-to-end method from the start.
Tags: consumer learning, financial services, learning & development, technology

Key people in this project

All people

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