Programme in action
A learning program — eLearning and ILT development in parallel in two months — that transformed product knowledge across a national technician workforce
Customer feedback was flagging a troubling gap: service technicians could install the inverter heat pump water heater unit correctly, but struggled to speak confidently about product features, energy benefits, and safety protocols when customers asked.
For a company that views every technician as a brand ambassador, this wasn't just a training gap — it was a business problem.
Grounded in Situated Learning Theory — knowledge that sticks because it's taught in the context where it will be used.
No single content source existed. Knowledge lived in slide decks, brochures, websites, and inside the minds of SMEs. The first design task was architecture — mapping what needed to be taught before deciding how to teach it.
Every video, graphic, and explanation was designed for dual deployment from the start. The live demonstration videos shot for the ILT were embedded directly into the eLearning — giving online learners the same expert context as the classroom audience.
Line managers reported a marked shift in customer interactions. Customers noted that technicians could respond with confidence, clarity, and genuine product knowledge — a direct reflection of what the training had built.
Learning matters. Let's make yours count.
