An approachable, fun, and reflective training programme for airport security officers
Solvd Together and Heathrow co-designed a refreshed training programme for airport security officers.
The Heathrow challenge
Create a refreshed version of an existing training programme to prepare security officers for new technologies and new protocols. Increase the customer focus of the training by providing real-world scenarios that may be encountered based on research. Enhance security officers’ understanding of customer experiences related to diversity, equality, and inclusion such as, hidden disabilities, transgender, and non-binary.
The Solvd solution
A co-designed approach reaching beyond the expected. Implementing animation, gamified, and reflective opportunities to shift attitudes and provide a supportive learning environment for security officers. The solution allows security officers to practice their skills, hone their knowledge, and complete their training, feeling confident in how to apply what they had learned.
Heathrow security - background
The Heathrow team defined their core learning priorities for the newly enhanced training, working closely with Solvd Together to make them a reality. This included providing scenario-based opportunities to learn and celebrate the existing knowledge as well as building upon it. The training was delivered in a classroom through a mixture of game-based learning opportunities, learning resources, and web content co-designed by Heathrow and Solvd Together, offering opportunities to practise and refresh before practical assessments.
What Solvd delivered
A 4-day training programme featuring a mix of materials, punctuated by recurring reflective opportunities, gamified learning, and animations showcasing real-world scenarios to help build understanding and empathy.
- Solvd Together helped Heathrow to produce a series of animations showcasing different customer service scenarios.
- Alongside this training participants’ confidence was boosted by creating novel approaches to personal reflection, which could be revisited during the programme.
- Solvd Together's technical expertise was employed to launch a self-service Microsoft SharePoint site for programme participants. The site, along with all materials, was optimised for accessibility and includes handouts, videos, and other resources.
- Programme materials were built with a focus on accessible design and inclusive language.
- Client research found opportunities to enhance operational excellence by focusing on how security officers work together and the roles involved.
- Key organisational goals were woven into the training to explain their application providing real-life relevance and resonance for training participants.
Results and Impact
- Feedback related to the refreshed training has been positive and the training has been rolled out for all security officers.
- The training provided new opportunities for frontline employees to reflect on the importance of their work and the impact customer service has on every journey.
- This project contributed to Heathrow’s recognition Solvd Together as Supplier of the Year.
Summary
Solvd Together’s service design experience gave us a route to the big picture perspective on how the security officers’ work and learning fed into strategic and organisational goals. This was coupled with observational research, collaborative real-world prototyping, and a steadfast commitment to include all training participants through accessible and inclusive design. We achieved our goal of making the Heathrow Learning and Development teams ideas come to life. We value and cherish our relationship with Heathrow who help us do what we do best through impactful projects. By working with different areas of the business, we enrich our insight, and this enables us to provide harmonious and interconnected solutions.
Next Steps
To discuss how Solvd can help you achieve your learning and development goals, contact us now for a discussion
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