"We offer our employees a great deal of online learning at the Bank – this time we need to do something different to get their attention.  We’re interested in tapping into gaming avatars for our business simulations. What’ve you got?"

NAB engaged The Learning Group to create a series of role-play simulations utilising virtual character (avatar) technology to represent an online coach and a number of customers to provide accreditation through practical testing of knowledge learnt in the organisation’s Australian Financial Services Licence Tier 2 Compliance module. The aim is that learners effectively acquire job-relevant skills and interact with real-life customer situations.

The project was as follows: review the existing NAB Tier 2 accreditation materials, and develop the more conceptual material as an e-learning module and the business simulations as a series of three e-Simulations, using a technology called CodeBaby.

A visual approach centred on the use of an avatar host who leads the learner through the experience. In addition to this, the learner undertakes simulated interactions with a series of avatar customers.

The Learning Group created a simple, but effective, interface design and sourced professional audio talent paired with the animated avatars, which allowed for the use of more realistic workplace scenarios, and increased learner engagement.

Several customer avatars are introduced, each of whom has a need, and a background. The learner’s goal is to decide what to do as the customer interview progresses.