Coppel

A major nationwide retailer with over 1,600 stores, Coppel tasked us in 2018 with updating the learning experience for most of their 120,000 employees, in order to insure a better comprehension of their constantly updated product offering while also improving employee satisfaction.

We started with a deep dive with the company’s employees, interviewing many positions in several retail locations across the whole country. In parallel, we also conducted workshops with several layers of management, mapping the whole current employee training experience. This gave us a general overview of several opportunity areas as well as a list of current unmet needs and pains. We then conducted an internal survey with over 3,000 employees nationwide in order to prioritize the most important and pressing employee expectations related to the training programs.

We also looked at best practices as well as emerging training paradigms in retail and other industries, both in Mexico and abroad, trying to find emerging patterns and trends related to the overall employee experience.

Focusing on 20 of the most relevant issues we discovered, we then started to design a new, dual-track training program, that combined micro-learning content and workshops, was powered by in-company mentors, all embedded in an internal rewards program.