The challenge At any given time, around 26 million people in the UK show signs of vulnerability which puts them at risk of financial harm. For bank workers on the frontline of customer services, it’s important to be able to spot the signs that mark customers out as potentially vulnerable. But more than that, bank […]

The challenge Efficiency and professionalism are essential for giving customers great service. But it’s just as important for customers to feel that they’ve been heard and understood. In its ambition to be the best bank for customers, Lloyds embarked on a project to channel empathy in colleagues, especially for those who work directly with customers […]

Challenge Increase complexity of Virtual Reality interpersonal soft skills training scenarios across multiple departments and training use cases. Use Case Following on from the successfully deployed “Difficult Conversations” and “Personal Vitality + Resilience” VR learning experiences within LBG, this project set out to provide greater depth of interactions and create meaningful outcomes for learners with […]

Following on from the successful deployment of the Personal Vitality + Resilience course, whilst the Relationship Management further immersive learning experience was in development, the Community Banking team at Lloyds Banking Group reached out to create this short 20 minute VR training experience around Coaching Intervention training for managers, utilising Transactional Analysis “adult-to-adult” ego state communication […]

Challenge Provide an immersive learning experience that encapsulated the process of face-to-face soft skills training that typically was carried out using actors, looking to improve consistency of training and increase objectivity of feedback, whilst reducing costs to deliver at scale across the organisation. Use Case Stress-related illnesses are on the rise across the UK. Increasingly, […]