OVERVIEW
Collinson Group, a global authority in loyalty and benefits, engaged OBLIQ to develop a specialized, standardized training curriculum for its product developers. The goal was to create a unified playbook for both new and seasoned employees, ensuring they could comprehensively understand and execute tailored loyalty programs for Collinson’s diverse global clients with consistency and excellence.
Involvement
- Curriculum & Training Methodology Design
- Interactive eLearning Development
- Gamification Strategy
- Blended Learning Program Design
Challenges
The client’s primary challenge was a lack of a standardized approach to training, which led to inconsistent client outcomes and made it difficult to scale their expertise effectively across a global team. This required a solution that could not only capture but also harmonize the deep knowledge held by their most experienced leaders.
- Inconsistent Methodologies: Training for product developers was delivered by different leaders across various regions, leading to a lack of a standardized approach and inconsistent client outcomes.
- Unstructured Institutional Knowledge: A significant amount of valuable, experience-based "tribal knowledge" was not formally documented, creating a risk of knowledge loss and a steep learning curve for new hires.
- Gaps in Training Content: The existing training materials did not cover all critical facets of the loyalty program development lifecycle, from initial market analysis to P&L modeling.
The OBLIQ Solution
OBLIQ developed a comprehensive blended learning program that transformed Collinson’s internal knowledge into a scalable, strategic asset for their global team. We created a holistic learning journey that combined the best of facilitated and self-paced learning.
- Unified Methodology Workshops: We hosted a series of workshops with Collinson's lead trainers and SMEs from around the world to consolidate best practices and co-create a single, standardized global methodology.
- Interactive Digital Playbook: We transformed the extensive institutional knowledge into a "Loyalty Traveller" themed interactive eLearning program, featuring gamified micro-learning modules for each stage of the development process.
- Targeted Blended Learning: We developed a comprehensive blended curriculum that combined strategic, classroom-based sessions with self-paced digital modules to address key knowledge gaps and ensure a holistic understanding.
Our Approach
Our engagement was a deep, collaborative partnership focused on transforming internal knowledge into a scalable, strategic asset. We knew that simply digitizing existing content would not be enough; a new, unified approach was needed that respected the expertise within the organization while creating a single, global standard.
Harmonizing Expertise
Our first step was to act as facilitators, bringing together lead trainers from different regions to deconstruct their individual approaches, identify common best practices, and gain consensus on a single, unified training framework.
Audience-Centric Design
We designed the entire learning experience from the perspective of the product developer. The content was structured to mirror their workflow, and the gamified, travel-themed narrative made the learning process engaging and relevant.
Overcoming Knowledge Gaps
We conducted a thorough analysis of the existing training and identified critical missing components. We then worked with Collinson’s SMEs to create entirely new content for these areas, ensuring the final curriculum was comprehensive.
Phased Rollout & Feedback
We implemented the new program in a phased approach, starting with a pilot group. This allowed us to gather feedback, make refinements, and build internal advocacy before the global rollout.
The Results
The new standardized training program delivered a clear and measurable return on investment, directly impacting employee performance, engagement, and client satisfaction. The initiative successfully created a global standard for excellence in loyalty program design.
- 45% Increase in Competency: Product developers reported a significant enhancement in their ability to design and execute effective loyalty programs post-training.
- 80% Surge in Engagement: The new interactive and gamified eLearning modules resulted in a massive increase in engagement compared to previous training methods.
- 30% Increase in Client Satisfaction: The consistency and quality of the newly designed loyalty programs led to a measurable improvement in satisfaction scores from Collinson's clients.
