TD Digital
Service Hero from TD Bank, developed by Launchfire, has won silver honors
in the 2017 International Serious Play Awards competition in the Corporate category.
TD Bank wanted to improve digital adoption and
fluency among their customer base. However, because employees don't need to be
TD customers and aren't allowed to use their mobile devices while at work, most
weren't familiar with TD's digital offering. As a result, TD needed to engage
their employees as on the value of their digital products, before asking them
to sell it to customers.
TD Digital Service
Hero works as a single, impressive platform for TD’s employees to become
familiar with the bank’s digital products and convert them to digital offering
evangelists.
By incentivizing players to experience the new market offering in a
variety of contextual game-based learning settings through its different
training modules (Digital Champion Quest, Role Playing and Simulations), the
game quickly brings employees up to speed on TD’s digital products. It works
also as a unique vehicle to disseminate massive change in a core business
process that impacts a significant number of stakeholders.
In the game,
Digital Service Hero challenges players to “level up” their virtual bank by
completing game-based learning modules and digital product simulators.
After reaching Level 2, players are also able
to play scenario-based learning modules, which challenges them to apply
information they’ve just learned to real-world situations. The digital product
simulators were integrated within the scenario modules to reinforce learning
concepts for employees.