Case Study:
Front-Line Security Training​​​

A self-paced program to help keep front line staff safe at work.​

The Challenge

Our client faced a significant challenge with its mandatory security training for front-line staff. The existing modules were lengthy, disconnected from real-world operations, and burdensome for staff who were required to complete up to 35 hours of annual compliance learning. ​
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The legacy approach focused narrowly on procedures and equipment, resulting in poor retention and increased operational risk during emergencies. Employees found the training time-consuming and struggled to see its relevance to their daily roles, especially in high-pressure situations.

Our Approach

To address these issues, we worked together with our client to redesign the security training modules. The new solution was built on several key principles:​

Practical, Scenario-Driven Learning:
Modules were reimagined to deliver concise, mobile-optimised content, anchored in real-world scenarios and storytelling. Employees could practise applying security knowledge in branch-specific situations, making the learning directly relevant to their roles.​

Tailored Pathways:
Content was customised for different audience groups—new starters, seasoned staff, casual visitors, and cash handlers—ensuring each learner received information pertinent to their responsibilities and risk contexts.​

Pre-Assessment Innovation:
A pre-assessment allowed employees to bypass familiar content, focusing their effort where it was most beneficial. This streamlined approach reduced seat time and improved learner agency.​

Accessibility and Inclusion:
Custom coding ensured compatibility with screen readers and keyboard-only navigation, setting a new standard for digital learning accessibility for our client.​

Performance Support Integration:
Checklists and resources were embedded in our client’s secure app, providing just-in-time guidance for critical procedures outside formal training sessions.​

Stakeholder Collaboration:
The project was shaped by ongoing engagement with leaders, branch staff, and subject matter experts, ensuring the solution aligned with both regulatory requirements and operational realities.​

Outcomes

The transformation delivered measurable improvements across efficiency,
engagement, and compliance:

Time Savings & Productivity:
Within 2 months, 518 employees completed the learning, with the pre-assessment innovation enabling 73.5% to attempt the assessment and 94% to skip content they already knew. This resulted in an estimated annual productivity saving of 28.75 weeks, or $38,237.50.​

Positive Learner Feedback:
79% of learners found the training useful, with 39% new starters, 29% using it as a refresher, and 26% learning something new. 87% found the modules engaging.​

Enhanced Engagement:
Scenario-driven activities and mobile flexibility were cited as significant improvements, making compliance learning more relevant and accessible.​

Strategic Impact:
The design principles and pre-assessment model were incorporated in our client’s learning playbook, creating a scalable template for future initiatives. Accessibility features are now being rolled out across all mobile-enabled learning.​

Continuous Improvement:
Regular monitoring of engagement and assessment data, coupled with scheduled content updates every six months, ensures the solution remains responsive to evolving needs.​

Conclusion

The security learning transformation has redefined mandatory compliance training—turning it from a
transactional obligation into a dynamic, user-centred experience. By focusing on practical relevance, technical innovation, and continuous stakeholder engagement, our client empowered its front-line employees to maintain a secure environment while supporting professional growth and operational excellence.