Snapshot
Client
Officeworks is a major Australian retailer in the office supplies and workplace solutions industry, offering technology, stationery, furniture, art materials and education resources through more than 170 stores and its online platform. Its mission is to help customers work, learn, create and connect by providing a broad range of products at everyday low prices along with services such as printing, copying and tech support. The company also emphasises community engagement and environmental sustainability.
The need
Officeworks was preparing team members for a major PC refresh linked to the transition to Windows 11. The learning need centred on building confidence and consistency in customer conversations, particularly when explaining change, addressing concerns, and recommending the right device for different customer needs. This was driven by a technology upgrade and evolving customer expectations. The target audience was frontline retail team members, supported through scenario based learning that focused on practical, real world interactions and improved customer experience outcomes.
The learning solution
The learning solution was a digitally delivered, scenario based learning experience designed to support the Officeworks PC Refresh and the transition to Windows 11. It was delivered as interactive online modules that learners could complete flexibly, supported by rich media and guided practice. Key components included realistic customer scenarios, clearly defined personas, recommended device pathways, and structured conversation prompts that mirrored real in store interactions. Custom illustrated avatars and branded graphics were used to bring each persona to life, supported by short videos and interactive decision points.
The learning strategy focused on practical application rather than product recall. Learners practised how to explain change, ask the right questions, respond to concerns, and confidently recommend solutions that matched customer needs. Feedback and reflection moments were embedded to reinforce learning and build confidence.
The design process was collaborative and iterative. We worked closely with subject matter experts and stakeholders to understand the business context, customer challenges, and existing learning materials. Early design concepts were co designed and reviewed together, with feedback provided on opportunities to improve clarity, relevance, and engagement in the current program. These insights directly informed the redesign. Prototypes were shared and refined through multiple review cycles, ensuring the final solution aligned with business goals, brand expectations, and learner needs, while delivering a practical and engaging learning experience.
The outcome
The learning solution has helped Officeworks strengthen the quality and consistency of customer interactions during a significant technology transition. Team members are better equipped to confidently explain the move to Windows 11, respond to customer concerns, and recommend devices that genuinely meet customer needs. This has supported smoother conversations in store, reduced uncertainty for both customers and staff, and reinforced trust in Officeworks as a knowledgeable and supportive retailer.
At an organisational level, the solution has contributed to improved readiness for the PC refresh, greater alignment across teams, and a more customer centred sales approach. By focusing on real world scenarios rather than product features alone, the program has supported capability uplift while protecting customer experience during change. The scalable digital format also enables consistent onboarding and ongoing reinforcement, supporting long term performance, adaptability, and future technology transitions.
The team
