Large FMCG retailer

How do you teach hundreds of deli staff throughout Australia to use a new ordering system by shifting mindsets and embracing change? With data analytics and gamification of course.

Gamified learning using xAPI

How do you teach hundreds of deli staff throughout Australia to use a new ordering system by shifting mindsets and embracing change? With data analytics and gamification of course.

The deli challenge

As one of Australia’s largest retailers, this company very much understands the importance of ordering and managing optimal stock levels to avoid waste and maximise customer satisfaction and profitability.

To reduce the risk of human error in its deli departments, they decided to introduce Easy Ordering - a system that uses forecasts, sales data and demographic information for each store to recommend what to stock and how much.

This large retailer asked us to design and develop a way to teach the new Easy Ordering deli system to hundreds of staff throughout Australia. And not just teach it to them, but also demonstrate its benefits to help convince staff to use it willingly and well.

Design thinking

By holding a series of co-design workshops with their staff, it became clear that a gamified online learning experience would be the best way to embed the Easy Ordering system into daily operations, nationwide.

So our digital learning and technology team developed one based on a simulation of the new system. In the online game, deli staff made decisions about the best way to incorporate Easy Ordering into their day. These were scored based on their effects on sales, markdowns and customer satisfaction.

We designed it this way to teach staff how to use the new system while also helping to shift their mindsets to realise the importance of their roles in customer satisfaction and profitability.

Data drives (deli) decisions

Our gamified elearning program was underpinned by xAPI technology, which is about using data to understand the correlation between what you’re doing and the result you’re getting.

Through this program, they now have data on deli staff’s tendencies when dealing with stock and how best to adapt their behaviours - both individually and collectively - to get the most out of the new Easy Ordering system.

This means that together, we can make highly informed decisions about future learning programs.

If you would like to know more about this type of leading education technology, please read one of our recent articles