Domestic & General Customer Story

Global | Insurance

Domestic & General is committed to delivering consistently great customer experiences. When data revealed recurring compliance gaps, the Learning & Development team saw an opportunity to deliver change by rethinking how training is delivered. With Elucidat, they introduced a new approach, empowering people to learn in the flow of work and fostering a culture of curiosity across the business.

subscription customers

Over

voluntary course completions

More than %

reduction in compliance fails

Introduction

Domestic & General supports millions of customers worldwide with appliance care and protection. Working in a highly regulated environment and with a commitment to consistently deliver good customer outcomes, the L&D team saw an opportunity: transform compliance training from a mandatory task into a modern, engaging learning experience.

We spoke to Marie Annan-Forson, Learning Design Lead, to learn how her team used data to not only improve compliance but to rethink learning at Domestic & General.

“
Compliance doesn’t have to be a checkbox. It can be a catalyst for growth, curiosity, and better customer outcomes.”

Marie Annan-Forson

Learning Design Lead, D&G

What prompted a new approach?

Domestic & General is regulated by the Financial Conduct Authority (FCA), so delivering good customer outcomes is essential. When data revealed recurring compliance fails, the L&D team chose not to treat them as setbacks, but as insight.

Rather than relying on traditional training refreshers, they dug into the data to identify root causes. This shift opened the door to a more targeted, learner-centered solution.

“Although compliance fails have negative connotations… we saw this as an opportunity to improve… to drill down to the root cause of the fails and really focus on those knowledge gaps.”

A data-led, bite-sized learning strategy

Marie’s team set out to design short, focused learning experiences that helped people build competence at the exact moments they needed it.

Using Elucidat, they created a suite of microlearning modules aligned directly with the areas showing the highest non-compliance. Each module was designed to support performance without taking their focus away from customers.

They launched the microlearning with each module open and non-mandatory for all employees. They then used data to share tailored recommendations with managers.

“
Microlearning gave our teams quick focused support right when they needed it without pulling them away from our customers.”

Marie Annan-Forson

Learning Design Lead

What impact has it had?

The results have been significant and fast.

Two of the most problematic compliance areas have seen a significant month-on-month decrease in fails.
Three out of nine areas have seen more than a 50% reduction in fails.
The remaining six have seen a minimum 25% reduction.

Overall, performance now aligns with other top contact centers.

But one of the biggest wins? Engagement. By mid-October, the courses had already reached 6,819 voluntary completions. Proof that when learning is relevant, accessible, and user-led, people choose to engage.

The success has sparked wider conversations about reshaping the company’s learning strategy to be more modern, flexible, and data-informed.

“
We haven’t mandated this course. We haven’t recommended that everyone completes this course. Yet we’re seeing phenomenal completion rates.”

Marie Annan-Forson

Learning Design Lead

Building a culture of curiosity

This new learning approach has seen a powerful cultural shift start to take shape at Domestic & General. Teams are proactively seeking out knowledge, not because they must, but because they want to improve.

“We’ve absolutely started to see a shift to a culture of curiosity where people are actively seeking out new learning opportunities.”

Marie believes this mindset is key to sustainable improvement, reframing compliance training from just another task to be completed to a genuinely practical and useful activity.

Marie’s advice for organizations modernizing compliance training:

Don’t mandate everything. Let learners choose, so engagement becomes genuine.
Use the data. It will lead you straight to the real problem and the right solution.
Reframe compliance. It can fuel growth, curiosity, and better results for customers.

In summary

By combining data insights with modern microlearning design through Elucidat, Domestic & General has transformed its approach to compliance. The result is a highly engaged workforce, measurable improvements in regulatory performance, and a growing culture of curiosity.

What began as a compliance challenge has evolved into a blueprint for delivering smarter, more effective learning across the organization.

Microlearning

Bite-sized learning to build competence exactly when it’s needed.

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