We don't always do what we're asked!

Initially, our brief was clear - to convert a face-to-face programme on processing new and renewal passports into e-learning. However, our Learner Centred Design approach showed that new examiners didn't understand the end-to-end process, nor its context. Hence mistakes were being made despite considerable effort from floorwalkers responsible for embedding workplace skills.

So we presented an alternative blend, with classroom events, training guides and train-the-trainer events, underpinned by e-learning on core practices, procedures, and system data input. This ensures learners can undertake the training individually or in groups, anytime, anywhere.

The solution has:

 • Improved average speed and increased accuracy of passport application processing
 • Reduced costs from downtime of workplace coaches

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