Australia Post Case Study
About Australia Post
Australia Post has one of Australia’s largest retail networks with over 4,300 Post Offices that support over 227m customer visits each year. These Post Offices provide a wide range of services including, banking, Passport Photography, Currency Exchange and more. The company was transitioning to a new Counter Point Of Sale technology impacting over 17,000 staff.
17,000
Learners Impacted
4300+
Locations Nationwide
6000
Training Hours Reduced
6X
Evidenced Skill Improvement
The Challenges
Tailored to suit everyone
The entire learning journey needed to suit the learning needs of the widely dispersed and diverse POST+ audience.
Ensure confidence and Positivity
It was imperative that all Team Members felt prepared and confident throughout their learning journey
Ensure demonstrated understanding and behaviours on day one
All team members needed to be able to effectively use the new system on day 1 and adopt the change in behaviour.
Seamlessly combine face-to-face and digital learning
Virtual Instructor Lead training (VILT) and Working at Store (WaS) immersion sessions blended with digital best practice and engaging digital learning.
Reporting to provide participant real-time and relevant information
Progress and the amount of effort required to complete the remaining requirements needed to be reported across all channels.
Ensure alignment with existing technologies
Utilise the existing enterprise eco-system including the SuccessFactors LMS and SharePoint intranet.
The Goal
Australia Post has one of Australia’s largest retail networks with over 4,300 Post Offices that support over 227m customer visits each year. These Post Offices provide a wide range of services including, banking, Passport Photography, Currency Exchange and more. The company was transitioning to a new Counter Point Of Sale technology impacting over 17,000 staff.
Why ClearXP
Proven Track Record
ClearXP has successfully delivered similar programs for Australia’s largest businesses.
High-End Support
ClearXP programs seamlessly combine inline and in-person training.
Reliability and Security
ClearXP is a SOC2 compliant platform ready to deal with large enterprise size projects.
Actionable Reporting
The use of powerful analytics and reporting dashboards.
A Comprehensive & Cohesive Solution
To cater to the needs of the program and ensure organisational objectives were met, the final solution consisted of:
- Learning Platform
- The ClearXP learning platform was used to provide the level of flexibility and functionality needed for a program of this scale
- ClearXP was integrated with SuccessFactors LMS for sharing user information and completion results
- Learning Pathway
- Built using ClearXP the learning pathway was designed to cater to their different audiences. Depending on their role, users would see a visual pathway outlining every step in their journey
- Each step included relevant materials for their stage of the journey, digital learning assets, gamified learning modules, assisting documentation or the ability to schedule or view their face-to-face learning sessions
- Dashboards
- Managers were given a dashboard view allowing them to see how their team was progressing
- Managers could also manage VILT and WAS scheduling using the program
- The Post+ Strategy
- Devising an 8-week learner journey that reduced training times. Embracing engagement methods such as gamification and by providing tailored content specific to audience groups, therefore reducing generic training content
- Proving multiple opportunities for learners to provide in-flight feedback about their levels of confidence about the impending change
- Integrating a robust and seamless scheduling tool within the learning journey. Used for both scheduling VILT and arranging WAS sessions
- Incorporated a resource library with easy to search and find content. The deep search provided accurate responses to queries
- Using gamification as a concept that was relatively new within Australia Post. Simulation-based game play was used, providing scoring that rewards accuracy, efficiency, and recognition of correct customer service processes. Learners were encouraged to attempt levels multiple times, resulting in learners committing processes to memory
- The entire program was tracked using advanced xAPI reporting. This means granular data was recorded at every learner touchpoint. Reporting and dashboards were devised to show stakeholders how the program was progressing and highlight any issues
- The rollout plan saw approximately 100 outlets per week deployed onto the new POST+ solution. A technical representative was deployed to remove the existing hardware and install new hardware overnight, with Post Offices (corporate and licensed) team members commencing use of the new POS the next day with no access to the old system
