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.