WA10EL500 - Shine Now


Executive Summary

The aim of our 2010 project was to develop e-learning modules, activities, learning resources and objects that complemented formal training delivery and offer a blended learning solution to the organisation.
It also consolidated formal learning on-the-job and supported the development of team leaders and managers as coaches. The strategy served to embed the new leanings through a blended approach.


Approximately 450 employees, including new recruits and existing employees are trained annually in the modules, representing a diverse demographic group of learners. The personal service delivery strategy included all HBF employees (approx 800), 120 of which currently receive accreditation for the two financial services accredited modules. Some learners within this group go on to achieve the full Certificate lll in Financial Services qualification. Learners included employees based in regional locations which used to make travel to Perth costly and time consuming.

shine_now_1.jpgA significant number of employees were employed within the metropolitan call centre. Due to operational requirements, it was difficult to take them off the telephone lines for lengthy periods for training. Flexibility in delivery supported the resolution of these issues. A self-paced approach to learning also better suited the diverse needs of learners, enabling them to work at their own pace, train only to identified learning gaps and achieve a higher achievement rate in learning assessments. E-learning provided equitable learning opportunities to all employees, especially those with particular needs, ie linguistically and culturally diverse backgrounds, regionally located and mature age learners.

The 2009 e-compliance project provided the opportunity to launch e-learning within the organisation. We are now able to offer our employees a flexible, innovative and blended learning experience.

It has enabled progression from a purely traditional classroom-based training delivery model to a blended approach. E-learning has improved training quality through consistency in delivery and better maintenance of training resources. Improved tracking and record keeping capability has also been achieved. It has also enabled the organisation to raise the priority for e-learning, including the profile of the Learning and Development Team, better engage learners and business partners and grow skill and competence of e-learning within HBF. These outcomes would not have easily been achieved had we not received funding.

HBF has recognised that e-learning has a stronger role to play across the organisation in the development of its staff. HBF are in the process of mapping all current learning outcomes and resources in General and Health Insurance to meet a fully accredited qualification – Certificate III Financial Services Training Package. The 2009 project focused solely on industry compliance requirements, this project focused on the achievement of units of competency as set out in the training package. It also aligned to fulfilling HBF’s brand promise of delivering personal health service to West Australians.
The project further supported the role out of a Personal Service Delivery Strategy to all HBF employees.

What was done

HBF started by comprehensively planning, documenting and storyboarding the project. Subject matter experts were identified and engaged from the early stages of the project and stakeholders were engaged regularly to ensure changing requirements could be managed effectively.

The major aspect of the workshops was the introduction of a new framework model call the 'meaningful conversations' framework. This provided learners with a structure to follow when communicating to ensure that all needs were identified and met. The framework is pictured below:


HBF first decided to recreate the model into a more engaging, interactive and fun way for our learners to learn. HBF scoped an interactive 3D version of the model to be designed with animations, pictures and voiceovers.

HBF also needed to ensure that the knowledge and theories from the workshops were not lost when the learners returned to their workplaces. HBF decided to develope interactive flash animations to reflect and consolidate the main theories from the workshops.

Through discussions with the subject matter experts, it was identified that a common trend in the feedback received after the workshops that the learners agreed with the theory, but couldn't see how to apply it to their everyday interactions with their customers.

HBF wanted to include practical, relevant examples to learners and the best way to do this was to film video examples. The videos were intended to be non-punitive, so they simply demonstrated the differences between two approaches to a customer interaction scenario and learners were asked to make their own conclusions about which examples are more effective.

Examples of these videos are below:

Good Claim from Patrick Daly on Vimeo.

Great Claim from Patrick Daly on Vimeo.



For the learners:
  • Now have flexible, self paced training resources.
  • Relevant to their everyday roles.
  • Consolidates workplace learning.
  • Aligns with coaching strategy to fill skill gaps identified through workplace observations and assessment processes.

For the RTO:
  • Embed learning into the workplace.
  • Support blended approach.
  • Increased innovation in delivery.
  • Experience and increased skills in learning design.

Lessons learnt

HBF suggests that any outsourced components have fully documented requirements. HBF had an issue where the size of an animation caused compatibility issues because the developer misunderstood the dimensions given to them. HBF could have avoided this by documenting all requirements clearly.

While HBF achieved great results from using employees rather than actors, it took a substantial amount of time and effort to get it right. The storyboards and plans were clear, however as the ‘actors’ weren’t trained professionals it took some time to ensure they understood everything. Allowing more flexibility or involving the actors earlier on in the development process may result in more efficient use of time and resources. HBF found that there was a large workload towards the end of the project rather than being evenly distributed. It would have been better to have had milestones and deadlines throughout to reduce the workload at the backend of the project.

The results

The project provided HBF with the ability to follow a blended approach to its customer service training by utilising e-learning to embed and consolidate theory from the workshops. It enabled HBF to reach its geographically dispersed learners.

HBF also now has experience, skills and knowledge in learning design, especially in filming which will enable it to continue producing innovative and engaging learning tools.

Project Outputs

1. Case Study

2. Animated framework model
3. Below the line thinking animated learning object
4. Value/Iceberg theory animated learning object

Reflections and suggestions

A project like this consisted of a large range of learning objects and content required considerable resources. The content was developed effectively through the use of subject experts; it would have been beneficial to have also followed that method for the learning design.

While HBF have developed and enhanced its skills, some aspects of the project such as animations could have been more efficiently developed through engaging external developers who were proficient in those skills. The project was successful and HBF now have a fantastic e-learning package to reinforce learning and embed skills into our workplace.

Framework connection

The national training system’s e-learning strategy, the Australian Flexible Learning Framework funds and supports E-learning Innovations projects which aim to embed e-learning into the national training system by supporting and enabling innovation in training design and delivery, at the state and territory level.

HBF will happily contribute our nominated outputs for use in the Australian Flexible Learning Framework. We also look forward to assisting, where we can, other RTOs who required assistance with similar projects.


This is a Western Australian E-learning Innovations project output, developed by HBF, with swebWAEL500.jpgeed funding from the Framework.

external image HBF-Logo-blue.jpg

For more information

To view our slideshow from the TEAM10 presentation, use the link below:

Or contact us using the details below:


Abbey Chasen
Manager Learning and Development
Shine Now-HBF
Phone: (08) 9265 8744
Email: abbey.chasen@hbf.com.au

For more information on the Australian Flexible Learning Framework:
Phone: (07) 3307 4700