TAC: Client Services System Rollout

“A performance-focused blended approach with a heavy focus on experiential learning”

An award-winning training solution to support a new system implementation.

The Challenge

Our client, a leading Insurance Services company, sought to roll out a new Client Services system involving a significant change in how they process treatment for injured clients. The insurer’s staff had substantial experience and knowledge of the previous multiple systems used to complete the treatment approval and payment process that is now streamlined and automated. Significant staff fear of job changes required the implementation of a multiplex five-week communication and training campaign to prepare and support up to 500 staff in the changeover.

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Our Approach

We provided a multi-disciplinary team for the project to assist the client in delivering a performance-focused blended approach to the campaign with a heavy focus on experiential learning. Components included interactive and skills-focused F2F sessions, self-directed role-based, system simulations eLearning), and performance support (Activity Cards / Job Aids, Leader-led talks and Change Champion guidance). The five-week campaign focussed early on changing the mindset of staff, ensuring learners ‘let go of the old before embracing the new”, with the latter phases providing multi-pathway learning experiences on the new system.


We provided video animations and activity cards to support the awareness phase and 60 role-based task simulations to support the specific performance support component of the learning campaign.

The client won a prestigious LearnX Platinum award for ‘Best Blended Training Project’ in 2018.

“I would like to extend a huge thank you to the team at Liberate for your support in making the 5-week learning campaign a success. The feedback from our participants and senior stakeholders has been very positive and supportive. The contribution of the Liberate team working in partnership with the Functional Training Team ensured that we delivered all of our learning activities on time and to a high standard, creating a seamless and positive learning experience for our employees.” Client Project Manager

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