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Gaming as Training at Rabobank

Gaming as Training at Rabobank

The Challenge

How can we effectively, innovatively,
and engagingly train people on the application of Customer Due Diligence (CDD) standards?

Banks in the Netherlands act as the gatekeepers of the financial system, tasked with combating crimes such as money laundering and terrorism financing. To successfully undertake this responsibility, Rabobank ensures that its employees are well-versed in sanctions regulations, standards, and procedures, and can apply them effectively. Frisse Blikken was brought in to help Rabobank with an innovative and engaging training program focused on the application of Customer Due Diligence (CDD) standards.

Our Fresh Perspective

Making Complex Topics Engaging

While Customer Due Diligence standards are crucial, they are not typically considered engaging content. Rabobank wanted not only to inform employees about these standards but also to actively encourage them to consistently adhere to them. Our challenge was to create a program that, in addition to delivering substantive knowledge, also focused on raising awareness and developing skills.

Interactive ‘Netflix Series’

To address this, we developed a comprehensive program featuring multiple interventions. A key component was an e-learning module combined with an online game called Beyond the Money. This game resembles an interactive Netflix series, where players make choices that shape the story. The decisions and dilemmas mirror real-life scenarios employees face. Players are assigned different roles in the game, such as an investor, a quiz participant, or a futuristic RaboCop.

Training 3,000 Employees Successfully

Through this program, we successfully trained 3,000 employees across 31 global locations. The diverse audience included both front-office staff and CDD analysts, who all engaged with the same training. The program received high praise and has become a benchmark within the bank for innovative training approaches.

Interactive video
Innovative and interactive
3000+ people trained
Training

In a nutshell 🌰

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Collaboration challenges in healthcare capacity

Collaboration challenges in healthcare capacity

The Challenge

How do we help our people understand their role in addressing healthcare capacity challenges?

The healthcare sector’s struggle with capacity shortages is unfortunately nothing new. Many hospitals face the challenge of helping as many patients as quickly as possible, without increasing the pressure on staff. The Elisabeth-TweeSteden Hospital (ETZ) is an example of this issue. We assisted ETZ’s healthcare professionals in gaining better control over their roles within the capacity management challenge in a playful manner.

Our Fresh Perspective

High Impact in Little Time

Given the overburdened nature of the healthcare sector, the time of healthcare professionals is precious. The intervention needed to make a significant impact without consuming too much time. Our task was to encapsulate the complexity of integral capacity management in a game that makes healthcare professionals aware of their role in this major challenge.

Beddenbende game
Beddenbende ETZ

BeddenBende

Working closely with ETZ, we translated the hospital context, admission, and discharge policies into a card game: BeddenBende. In this 20-minute game, each player is responsible for one department. The goal is to achieve the highest score by admitting and treating patients from the waiting list. If patients stay in the queue too long, they die. The game encourages thorough coordination and collaboration among colleagues and departments. The reflection cards within the game make players aware of how their attitudes and behaviors affect the efficient utilization of beds across the entire hospital.

Success Inside and Outside ETZ

BeddenBende has been a success: all healthcare professionals at ETZ have played the game, and the feedback was positive. As a bonus, BeddenBende has been made available to a wider audience, and over 40 Dutch healthcare institutions are now using the game to tackle the complexity of limited healthcare capacity.

Capacity management
Efficient working
Card game
Collaboration

In a nutshell 🌰

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Gaming as Training at Rabobank

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Complex Game on Heat Transition

Complex Game on Heat Transition

The Challenge

Make our civil servants experience the collaboration challenges involved in the heat transition in the Province of
Noord-Holland.

The heat transition involves a vast and complex network of stakeholders. Servicepunt Duurzame Energie Onderling (SDPE) directly experiences the challenges within the heat transition in the Province of North Holland. Understanding and mutual insight are crucial for effective collaboration and decision-making. This understanding begins with a strong dialogue. Thus, SDPE approached Frisse Blikken’s Game Studio to develop a serious game that could serve as a starting point for such dialogue. We were on it!

Our Fresh Perspective

Diverse Interests

The complexity of the heat transition dialogue stems from the differing interests of all parties involved. While the collective goal of a sustainable future benefits everyone, the path to achieving it involves numerous changes and compromises. This makes it challenging for North Holland officials to effectively assist businesses and citizens through the transition. To address these challenges and facilitate discussions with stakeholders who have varying interests, we developed a board game: “The Thermos Dilemma.”

SPDE thermos game bordspel
SPDE rolverdeling spel energietransitie

The Thermos Dilemma

In this multi-stakeholder board game, 8-16 players assume the roles of key stakeholders in the heat transition within provinces. Over four rounds, players work to make the fictional island of Thermos free of natural gas. Each role comes with both collective and personal interests, requiring players to balance their individual goals with the overall objective for the province.

Expansion to Other Provinces

Beyond the enjoyment and energy the game generated among officials, it successfully initiated discussions on collaboration, role distribution, and participation in the heat transition. Since its successful implementation in the Province of North Holland, the game has been adopted in other provinces as part of the Servicepunt Duurzame Energie. Players report a better understanding of the various roles and interests involved in the heat transition.

SPDE thermos game bordspel
Multi-stakeholder game
Collaboration
Heat Transition
Energy transition

In a nutshell 🌰

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Curious to find out how we’d tackle your challenge? Leave us a message and we’ll get in touch shortly!

Enhanced Collaboration Post-Merger

Enhanced Collaboration Post-Merger

The Challenge

How do we make our people feel what it really takes to strengthen collaboration between the different divisions?

Mergers are valuable, but merging two company cultures in practice can be challenging. This was also the case for Dura Vermeer: the merger between construction company Dura and road construction company Vermeer in 1998 shaped the company as it is today. For a long time, the two divisions of the same company operated (financially) independently of each other. However, to tackle larger future projects that combine construction and roadwork, the connection between the two divisions needed to be strengthened. Frisse Blikken’s Game Studio assisted with this.

Our Fresh Perspective

Connecting Divisions

The increasing complexity of projects for Dura Vermeer called for an intervention. The government is increasingly pushing for a regional approach, requiring closer collaboration between Dura Vermeer’s construction and infrastructure divisions. Due to differences in culture, leadership, and working methods, this proved to be a challenge. Our task was to improve the collaboration between these divisions.

Multi-stakeholder game

To demonstrate the strength and potential of collaboration, we developed a physical multi-stakeholder game. In this game, the two divisions had to combine their efforts to tackle a complex project: building an entire city.

About 70 C-level executives from both divisions aimed to make strategic decisions together to successfully complete the project. The game encouraged communication among participants, fostering a better understanding of each other’s expertise and challenges.

Integrated Approach

The game strengthened interpersonal relationships among the managers within the company, leading to a noticeable improvement in collaboration between the construction and infrastructure divisions. Dura Vermeer now operates with a more integrated approach, particularly in projects within the new NOVEX development areas in the Netherlands.

Collaboration
Merger
Multi-stakeholder game
C-level training

In a nutshell 🌰

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Curious to find out how we’d tackle your challenge? Leave us a message and we’ll get in touch shortly!

Interactive Transformation with Serious Games

Interactive Transformation with Serious Games

The Challenge

How can we ensure that our employees understand, experience, and implement our product-driven approach?

When NN Group’s IT department underwent a transformation from a service-oriented to a product-driven organization, the company faced a crucial question: How can we ensure our employees embrace the new way of working? NN Group enlisted Frisse Blikken to guide IT staff through the entire transition with a comprehensive serious game program.

NN Group is an international financial services provider with subsidiaries including Nationale-Nederlanden, NN, ABN Amro Insurance, and OHRA. The company offers pensions, insurance, banking, and investment services to approximately 18 million customers across 11 countries.

Our Fresh Perspective

From Resistance to Enthusiasm

Change often encounters resistance, to varying degrees. To minimize this resistance, it is crucial to involve participants in the transition in a timely, structured, and interactive manner. Additionally, the process should be engaging and rewarding. With this in mind, Frisse Blikken’s Game Studio developed a three-part serious game program for NN Group.

Three-Part Serious Game Program

To measure the success of the program, we set three key objectives: Employees needed to understand why the transition was necessary, experience the benefits of the new way of working, and commit to the new working methods. This was realized through three distinct games at different stages:

  1. Pre-Game: An interactive online game that clearly outlines the problem and the need for change.
  2. Live Game: A team simulation where employees experienced product-driven work.
  3. Ongoing Challenges: Playful tasks that provide tools and continually challenge and reward employees for adapting to the transition.

Ready for Launch

After the full rollout of the program, we assessed the success of the interventions. A remarkable 88% of participants reported they were ready to apply their lessons in practice. The games themselves received an overall rating of 4.5 out of 5 stars.

Behavioral change
Product-driven work
4,5 / 5 Stars
Three-part serious game

In a nutshell 🌰

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Curious to find out how we’d tackle your challenge? Leave us a message and we’ll get in touch shortly!

A playful conversation about culture and behavior

A playful conversation about culture and behavior

The Challenge

How can we initiate conversations about the desired culture and work attitude within our ministry?

When the Ministry of Infrastructure and Water Management (IenW) began implementing a new behavior program within the Information and Exploitation (IenE) department, it sought a powerful way to embed the new work behaviors. For conversation techniques that have a lasting impact, Frisse Blikken was the go-to partner. We assisted the ministry in this endeavor.

Our Fresh Perspective

Four Core Behaviors, Two Goals

The IenE program centers around four core behaviors that guide the new way of working within the organization. The primary goal of the intervention facilitated by Frisse Blikken was to ensure employees continually discuss these core behaviors. The secondary goal was to strengthen their motivation to embrace these behaviors.

Discussion Game “Cultuur in Kaart”

In close collaboration with IenE’s program developers, we created a game called “Cultuur in Kaart” (Culture insights). This card game serves as a discussion starter and takes 20 minutes for 4 to 6 players. In each round, players pitch solutions for various scenarios. Each player has a set of cards that either describe behaviors fully aligned with the new behavior program or roles within IenE. They use these cards to devise solutions for the scenarios. The game is filled with humor and energizes players, raising awareness about the power of a professional work attitude. Players experience how they can contribute to a positive and impactful conversation about behavior and culture in the most surprising combinations.

Results

“Cultuur in Kaart” has been integrated into IenE’s change program. During the reflection, employees noted that it is a refreshing way to effectively discuss a challenging topic like ‘culture and behavior’. For the overall collaboration and results, the ministry rated us 4.5 out of 5.

Discussion game
Culture
4,5 / 5 Stars
Change management

In a nutshell🌰

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Get in touch!

Curious to find out how we’d tackle your challenge? Leave us a message and we’ll get in touch shortly!

Gerben

Senior Projectmanager Change

Achtergrond: phD in Human Resource Management en Organizational Behavior. Master Arbeids- en Organisatiepsychologie

Mijn verborgen talent is… Sportgerelateerde vragen in een pubquiz beantwoorden.

Met dit nummer begint mijn weekend: Tash Sultana – Jungle

Als ik later groot ben dan… Heb ik een bedrijf dat mensen helpt om hun leven leuker te maken.

Gerben Tolkamp

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