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Financial Services

Norwich Union/B&Q – Insurance Products

Requirement

Selling insurance complianceIn conjunction with Norwich Union, B&Q had a requirement to train their staff on a new product range offering a selection of insurance products. As a financial company, Norwich Union is regulated by the Financial Services Authority and under their guidelines, there were very specific conditions that needed to be clearly communicated to all B&Q employees about how they can ‘introduce’ customers to these products. This module needed to be based on an existing range of Financial Services e-learning programmes, using the same interface design and layout.

Solution

This was an example of a simple, linear programme that clearly and concisely presented factual information relating to the insurance products and the FSA guidelines, by utilising traditional e-learning screen types – such as text and graphic and ‘hot’ text or graphic - in which information is displayed in ‘bite-size’ chunks and associated with a specific word or picture. 

A large part of the programme was spent considering likely customer questions the Customer Advisor may encounter. These were presented as multiple choice questions, each with corrective feedback, which encouraged the learner to consider how they might approach each situation.

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