Learning Experience Design
Industry
Insurance
Client
Zurich Insurance
Service
Customer Empathy
Date
2022-2025
Architected Zurich Insurance’s Customer Capabilities Academy and flagship global learning programs, from needs analysis and experience design through AI-enabled localisation across nine languages, establishing a blueprint for global adoption and earning eight Brandon Hall Awards.
CUSTOMER EMPATHY PROGRAM
A global blended learning ecosystem designed to shift frontline employee behaviour from policy compliance to genuine customer empathy at scale.
THE CHALLENGE
Zurich needed frontline employees across global markets to recognise and respond to customer vulnerability with genuine empathy, consistently, across multiple languages and markets.
THE SOLUTION
A multi-modular blended programme combining interactive eLearning, live workshops, and branching scenarios built on a hybrid ADDIE + SAM methodology. Every module was designed around real customer situations, not abstract theory.
MY ROLE
Lead Instructional Designer and Developer. End-to-end ownership from experience architecture through to production, deployment, and impact measurement.
Instructional Design
Hybrid ADDIE + SAM approach: needs analysis with global stakeholders, performance objectives, and branching scenario architecture built around realistic customer situations.
Content & Visual Production
SCORM-compliant interactive modules in Articulate Storyline 360 with custom animations, gamified elements, and motion graphics using Vyond, Adobe After Effects, Premiere Pro, Photoshop, and Illustrator.
UX & Interface Design
Learner interfaces designed in Figma, ensuring visual and functional consistency with Zurich's design system across all modules and markets.
Localisation & LMS Deployment
Translation and localisation across 9 languages using Smartcat AI. CrossKnowledge deployment including learner pathways, analytics, and engagement tracking.
THE RESULT
The Customer Empathy Program earned 8 Gold at the Brandon Hall Group Excellence Awards, two years in a row, becoming the blueprint for Zurich's global learning initiatives.
