CASE STUDY
Honda
How DLB Creative transformed two static training courses into a playful, Honda-branded digital experience that drives engagement and service excellence.
Gamified eLearning That Puts Customers First
Industry: Automotive Finance
Deliverables: 2 eLearning modules + Coaching Guides + Job Aids
76% learner completion rate
40% higher engagement scores
Interactive prototype available below
THE CHALLENGE
AHFC’s existing Customer Service 611 and Telephone Etiquette courses were workbook-based and text heavy.
The company needed training that would:
Standardize customer-service delivery across departments
Provide coaching resources managers could use beyond the classroom
Capture learners’ attention in a digital-first environment
Without a redesign, learner engagement and retention were at risk.
The Solution
DLB Creative reimagined the training as an interactive, gamified eLearning experience—designed in partnership with SweetRush and fully aligned with Honda brand standards.
Key elements:
Maya the Guide
a friendly avatar who leads users through the journey in a warm, illustrated style.
Branching Scenarios
learners practice real customer interactions and receive instant feedback.
“Don’t Face a Hang-Up” Game
a drag-and-drop puzzle that turns call-flow practice into play.
Telephone Etiquette Quiz
quick, responsive multiple-choice interactions.
Coaching Guides & Job Aids
printable PDF resources for managers and ongoing reinforcement.
Interactive Preview: Honda Training Redefined
Due to confidentiality agreements, the original American Honda Finance Corporation training modules cannot be displayed; this interactive demo is a modernized representation created by Doug Belding to illustrate the concept and design approach.
THE OUTCOME
The new experience delivered measurable and qualitative wins:
40% jump in learner engagement compared to previous workbook modules.
Consistent brand voice and service standards across departments.
Scalable framework for future Honda Finance eLearning initiatives.
“This redesign exceeded expectations, interactive, brand-true, and easy to roll out to every team.”
— Training Manager, AHFC