Digital
Mountain Warehouse's learning and development team approached us for a portal to hold training courses for their retail store staff. They wanted something more engaging than a standard platform, so people actually wanted to complete it. The challenge was to gamify learning and development in a way that motivated staff and measurably improved performance on the shop floor.
We pitched the course as a climb to the pinnacle of customer service, gamifying the journey with badges, rosettes and tools earned on the way from junior to expert. Built in Figma and pushed into a live app, it was trialled in ten stores, supported by branded stationery, checklists for managers and on-site video with spot-the-difference and other interactive touches.
Across the ten trial stores, conversion rose by 1.3% compared with wider shop floors outside the trial. Mountain Warehouse were impressed enough to take the platform in-house and develop it further, with our support on branding, interface and content. It shows how gamified learning and development design can drive real, measurable results in a retail environment.
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