Insurance
Comprehensive insurance transformation project for CGU during major system consolidation and organisational restructuring. Part of the team that designed the learning strategy across HRIS implementation, call centre operations, and broker training programs. This multi-year initiative received industry recognition for excellence in training and development, supporting one of the largest insurance system transformations in Australia.
Systems upgrades | Claim Centre
CUDOS System Implementation
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Challenge
Introduce teams to new CUDOS system while addressing concerns about the significant operational changes ahead.
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Solution
Created an interactive presentation featuring bold graphics, system demonstrations, and custom click-and-drag interactions to generate enthusiasm and reduce anxiety about the transformation.
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Innovation
Combined multimedia elements, including original graphics, video content, and Photoshop-enhanced visuals, to transform what was perceived as a 'major disruptor' into an engaging learning experience.
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Implementation
Deployed as part of the National Roadshow program with excellent stakeholder feedback.
​This is an example of the strategy I employed from scoping and planning to output. Some material has been omitted due to IP concerns. ​
Audio - pop your headphones on or turn down the volume!
System Overview Interactive module
Please note this presentation contains interactive elements, including a drag-and-drop activity, videos and other material that may take up to 7 minutes to complete. Select the Close button in the top right-hand corner of the page to exit at any time.
Training scope documents outlining project phases and build details
Branching scenario decision tree for customer service representatives
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Making our customers' day | Interactive scenario training ​
Challenge
As the system transitions, the call centre team needed to navigate between legacy and new systems depending on customer requirements, which was anticipated to create confusion and potential service delays.
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Solution
Developed interactive branching scenarios that provided safe practice environment for decision-making about which system to use for specific customer processes.
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​​Strategic approach
Created realistic customer interaction scenarios with decision points, allowing representatives to practice system selection logic without risk to live customer calls.
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Results
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representatives gained confidence in dual-system navigation before live implementation
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excellent feedback from both learners and management
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reduced call handling time through improved system efficiency
Branching Scenario | sample only (video 1:30 mins)
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Simulation - sample only (video 0:30 seconds)
Quiz - sample only (video 0:18 seconds)
Visual Artefacts and Scoping document
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Branching scenario decision tree for customer service representatives​