If you’ve ever moved house, you know that heart-stopping moment when your 65-inch TV is being loaded onto the truck and you silently whisper, “Please make it.”
Now imagine being the person lifting that TV — and a dozen others — every single day. That’s the job of a Kent Relocation Services team member.
Kent approached Yarno with a clear business challenge: reduce high-value item damage (particularly TVs, lounges and mattresses), which was contributing to customer dissatisfaction and financial losses.
They asked: Can you help us reduce damage claims, engage our teams on the road, and deliver training that actually works?
We said: absolutely. Let’s pack up that old paper training and move into something a little more… modern.
What Was Going Wrong?
Kent’s training was old-school. Paper manuals, inconsistent messaging across branches, and a bit of “learn as you go” thrown in for good measure.
To be fair, it’s not easy to deliver consistent, engaging training when your team is constantly on the move. While policies and procedures existed, they weren’t being consistently followed or reinforced. Teams were often learning “on the fly” with varying standards across branches.
So, Kent set some clear goals:
- Modernise the warehouse’s toolbox talks
- Standardise processes and procedures for removalists and warehouse employees
- Make training engaging and practical
- Roll it out nationally to a dispersed, time-poor workforce
- Say goodbye to paper and hello to something trackable and mobile
- And most importantly: reduce damage claims (because ouch, those were expensive)
Kent had the data. Incident reports, claims trends, and feedback from the folks doing the heavy lifting all pointed to one thing: the knowledge was there in theory, but it wasn’t sticking in practice. People wanted to do the right thing – yet the traditional training methods weren’t engaging or practical for time-poor teams on the road.
The Yarno Approach: Make It Stick (and Make It Quick)
Yarno’s solution was a targeted “embed” microlearning campaign, designed to close the gap between policy and practice.
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Step 1: Design with the people who know the job
Working closely with Kent’s operations and safety stakeholders, Yarno transformed high-risk procedures into bite-sized learning modules featuring visual scenarios, custom illustrations, GIFs, and quiz-based questions. No corporate stock photos here. The solution was designed with input from subject matter experts to ensure the tone, content, and context aligned with real-world operations.
Step 2: Deliver it where the learning happens
The campaign was delivered via short, quiz-based questions and videos that seamlessly integrated into the teams’ daily workflow, and mobile delivery enabled teams to learn in minutes on the job. We included custom illustrations, visuals, GIFs, and scenarios that looked and felt like their actual work. No corporate stock photos here.
Step 3: Add a bit of friendly competition
Gamified elements like leaderboards and performance scores boosted motivation and got teams talking. (Turns out no one wants to be last on the safety leaderboard. Who knew?)
Step 4: Measure, tweak, repeat
Ongoing support included campaign monitoring, learner performance insights, and weekly updates to the Kent team. Performance data allowed leaders to track results, reinforce key behaviours and address knowledge gaps.
“The response from the team has been overwhelmingly positive – they’ve really taken on board this new way of learning.” Glenn Pile, CEO, Kent Relocation Services
The Results (AKA: The Mic Drop Moment)
This tailored approach delivered a modern, measurable learning experience that aligned with stakeholder expectations and directly addressed Kent’s most critical business challenge.
The success of the learning initiative was measured against both learner engagement and business impact metrics, set collaboratively at the outset.
Critical success measures included:
- A measurable reduction in damage claims
- Increased knowledge retention and performance on key procedures
- High completion and participation rates across a geographically dispersed workforce
- Positive learner and leadership feedback
Ready for the good bit? The results weren’t just impressive—they were transformational.
- 📉 41% drop in damage claims for those high-value items
- 💰 $30,000 in monthly cost savings from fewer claims
- ✅ 95% learner completion (yep, they actually did the training)
- 📈 90% performance rate (and they didn’t just do it – they smashed it)
“Since we started doing Yarno, we’ve noticed claims have come down $30,000 each month. The team is taking their learning into their day-to-day roles and developing new practices. It’s a great result!”
— Dean Cullen, Operations Specialist
Why It Worked
We didn’t reinvent the wheel—we just designed it for the road Kent’s teams were already driving on.
- Relevance first – Real-life content that made sense to real-life people.
- Microlearning, macro impact – Short bursts of training that changed daily behaviours.
- Team buy-in – From leadership to the teams on the ground, everyone was involved.
- Agile delivery – We didn’t “set and forget.” We adapted in real time to maximise learning.
“After you finish your questions, you can go back to your leaderboard, see how you are doing, how you stack up against others, and how well your branch is doing. Just being on the top of the leaderboard is enough for me!” Learner, Kent Relocation Services
Want to see the full story behind the results?
👉 Check out the Kent case study
