Problem Gambling Support

Problem Gambling Training

This short-format eLearning course was developed for frontline employees working at establishments with gaming terminals—such as gas stations, restaurants, and convenience stores. The goal was clear: equip staff with the practical knowledge and soft skills needed to recognize signs of problem gambling, engage customers with sensitivity, and offer appropriate resources, all while maintaining professional boundaries.

Design Challenge

Our learner profile was unique: limited time, limited interest, and a fast-paced work environment. These weren’t learners taking a course out of curiosity or career development—they were busy employees who needed just enough information to take the right action, at the right time, with confidence and empathy.

This meant traditional training formats were off the table. No long lectures. No dense theory. Instead, we had to meet learners where they were: needing fast, engaging, and immediately useful instruction.

Instructional Design Approach

We dropped learners directly into a real-world scenario using a low-stakes branching activity. From the moment the course began, they were presented with customer interactions that mirrored real experiences at gaming terminals. At each step, they were given choices on how to respond—some more effective than others. These videos are from the final activity of the course, where learners apply everything they've practiced to handle a complete customer interaction.

This branching simulation allowed learners to:

Explore multiple ways of handling difficult conversations.
See the immediate consequences of their choices.
Receive just-in-time feedback to reinforce or correct their approach.
Practice empathy, professionalism, and referral skills without real-world pressure.

The course was built to be short, scenario-driven, and actionable. Every word, decision point, and interaction was designed to support the end goal: prepare employees to respond calmly, professionally, and constructively when a customer shows signs of gambling distress.

Outcome

By prioritizing realism and brevity, we delivered a high-impact learning experience in a small package. Stakeholders praised the course for its engaging design, respectful tone, and practical value. Learners appreciated the clarity and relevance, and the course has since become a foundational piece of the organization’s responsible gaming strategy.