Project Overview

The Training Client Protection (TCP) course was designed to educate the Amartha A-Team on the critical principles of safeguarding clients. The core challenge was humanizing compliance — instead of presenting client protection as a dry legal requirement, I structured the narrative around Trust and Growth, framing it not as a set of rules, but as a strategic "shield" that ensures fairness and secures the long-term sustainability of the business

The course reached 2,031 participants, with 1,475 completing both pre and post-test assessments and 1,028 achieving full course completion (including feedback and certification). Assessment data showed a meaningful learning gain — average scores improved from 54.04 (pre-test) to 79.12 (post-test), yielding an N-Gain of 44.64% (Medium Gain) across assessed participants.

Client Protection Amartha

1. Strategic Objectives

The primary goal was to ensure participants understand and actively apply Client Protection principles in their daily operations. The course aimed to:

  • Shift Perspectives: Establish client protection as a long-term investment in client trust, rather than a mere administrative checklist.
  • Highlight Mutual Value: Demonstrate the "win-win" benefits, focusing on financial empowerment for the client and sustained reputation for the company.
  • Drive Implementation: Equip the team with the practical knowledge to implement the 8 Core Principles of Client Protection.

2. Instructional Design & Creative Execution

Client Protection Amartha

The instructional flow was designed to move progressively from Empathy (understanding the client's risk) → Logic (strategic business benefits) → Action (applying the principles).

  • Relatable Storytelling: Transformed dense compliance guidelines into a conversational script featuring relatable characters to maintain a professional yet accessible tone.
  • Analogy-Driven Learning: Used a "National Football Team" analogy to explain how client protection acts as the defense preventing the company from "conceding goals" (operational risks).
  • Humor & Real-World Scenarios: Grounded abstract concepts using everyday examples (e.g., "cappuccino vs. iced tea" to explain product transparency).
  • Blended Delivery Format: Combined video lectures for foundational knowledge with explainer/tutorial videos for principle-based learning.