While delivering thoroughly vetted instructional objectives we needed to consider the differences that make Hawaii unique. Maintaining a person-to-person connection and using local conversational styles would make the difference between a truly relatable course and just another mainland export.
To ensure authenticity, we chose to rely on video scenarios primarily showing actual Kaiser employees who could present the customer service methodology in action and as examples in the course activities.
This approach played to two of our strengths: creating well-scripted and well-directed narratives, and working with a combination of non-professional actor employees mixed with professional acting talent for the more complicated interactions.
As a result, we had 25 in-company ambassadors who had participated and talked up the program, and achieved a feeling of authenticity that says, “These are the real people in my company.”
For the instructional content for the course, we used animated graphics to help learners remember important concepts explained by the voice-over audio.
The feel balanced warmth and fun with the import of the new communication style being taught. The voice actor was local, and helped to maintain the island feel.