Challenge
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Ensure bankers can confidently complete loan applications using all three application workflows: banker-completed, customer-completed, and co-pilot assisted
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Reduce application errors and improve customer experience by providing comprehensive system training
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Address performance gaps identified through data analysis showing disconnect between actual usage patterns and training content
Learning Strategy
We designed a blended learning solution using four distinct content formats, each strategically chosen to address specific learning objectives and contexts.
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Process Introduction - 5-minute animated microlearning establishing the three application workflows and high-level process flow
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Interface Navigation and Setup - 10-minute interactive eLearning covering interface navigation, features, and profile setup with hands-on practice
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Application Completion Process - 30-minute deep-dive eLearning with section-by-section application guidance and interactive demonstrations
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Customer Interaction Strategies - 5-minute animated soft-skills video using behavioral modeling to demonstrate when to use each workflow approach
This multi-format approach ensures bankers receive both foundational knowledge and practical application skills, delivered through the most effective medium for each learning objective.
Loan Application Training
Regional Financial Institution
A regional financial institution needed comprehensive training for their digital loan application system to address critical gaps in their existing program. Current training only covered one application scenario, while data revealed that 70% of applications followed completely different workflows. Bankers lacked training on essential tasks like profile setup, application troubleshooting, and workflow decision-making.
