Making challenges visible to drive positive transformation

Our virtual simulations, which can be customised to recreate any progressive cultural transformation, tackle the challenge of delivering immersive, collaborative experiences online. The biggest lesson we’ve learned is that, to be successful, an online simulation must mirror the powerful engagement, active presence and real-time quality of face-to-face interactions.

Our role-based virtual simulation workshops let employees throughout the business experience first-hand their colleagues’ challenges – challenges that can go unseen when teams work in silos. Being put through the same paces as their colleagues – struggling to deliver value to the business and to customers due to (for example) a lack of communication and collaboration or a flawed understanding of the overall process or one’s own position in it – can be a revelation to people whose daily routine looks very different.

Having shed light on these challenges to recreate a cultural journey that gives people the vision, buy-in and engagement to develop the leadership skills to deliver digital transformation, our simulation takes participants through a cycle of continuous improvement. At each stage they experience the advantages of new ways of working, demonstrating rapid improvements such as:

  • more effective collaboration and communication
  • up-to-date best practices
  • more efficient processes
  • better, more intuitive technology.  

As the learning progresses, everyone can appreciate how all of this contributes to improved overall performance.

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How does it work?

Our virtual simulation uses experiential scenarios to clearly demonstrate the advantages of following best practices in a way that non-specialists can understand and appreciate.

It comprises a multiplayer ‘game’ consisting of three rounds, run over a five-hour session and facilitated by our simulation experts. The 10-20 participants take on roles outside of their expertise and comfort zones. They face numerous challenges that they must meet while completing set tasks. The simulation measures their performance against metrics including time to resolve, service level agreement breaches, budgets, profit and loss, first-line fixes and customer satisfaction.

By experiencing the challenges that people in other roles typically face, participants gain a more hands-on understanding of the processes and behaviours needed for successful, modern culture transformation.

By demonstrating the value that cross-team collaboration, proactivity and systems supporting remote working can bring to the business as a whole, the simulation strengthens the argument for integrating service roles into existing teams and removing the barriers to – and implementing technologies that support – effective communication.

People and culture

From crisis to creativity – a reflection on Capita’s business simulation excellence


“The level of thought and care that has gone into the design is clear (and synonymous with what I've come to expect from you guys over the last decade and a bit). The attention to detail really stands out, whether it be ensuring good information flow between the tables, maintaining the tension and level of difficulty, or the absolutely brilliant idea of the Do Not Disturb tables (showing a deep understanding of the difficulties faced by participants in online learning).” Paul Edwards, founder of Lead Upwards and former Head of IT Security at ANZ

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