Situation
A few years ago, a global automotive manufacturer laid out its vision to be a dominant player in the electric vehicle (EV) industry. This dramatic shift entails reskilling an entire workforce, but customers were already curious, starting to ask dealers basic questions about EVs. The dealership staff needed to be prepared to answer knowledgeably, to stay up to date as the technology and infrastructure evolved. Frontline readiness became an integral part of the company’s EV strategy.
The company’s learning division collaborated with us using a design thinking approach to ideate on how to best build EV knowledge and excitement in the workforce in the face of complex challenges. Further complicating the task, performance solutions produced today might become outdated in a matter of months. It would be difficult with traditional training to communicate new information to learners with the ever-changing nature of the subject matter. This called for an ongoing, dynamic, and flexible approach to training—one that could support initial learning as well as build knowledge retention.
To stave off knowledge loss and to build enthusiasm around EVs, the team designed a comprehensive curriculum, including both web-based and live training to provide foundational knowledge. But they also integrated a gaming component to reinforce knowledge and to provide a ready channel for quick-hit updates on breaking EV information.
Through brief weekly quizzes and activities, learners could test their EV knowledge and gain points on a leaderboard, earning a chance at winning monthly prizes. Furthermore, specific training could be assigned to groups. Over 10,000 participants enrolled.
Results
Personalized reinforcement quizzes generated by AI and adaptive learning technology drove knowledge retention: over 89% accuracy after 12 months.
83% engagement level maintained over 12 months.
94% of learners agreed that they have learned things through the game that would help them on the job.
