Simplifying technical banking procedures through interactive learning

CHALLENGE

All branch employees and managers needed to perform standardized procedures for issuing instant debit cards using both banking management software and physical card printing equipment.

The training program had to ensure consistency, accuracy, and compliance across multiple locations—while remaining engaging and accessible to busy frontline staff with varying levels of technical proficiency.

SOLUTION

In partnership with the client’s subject matter experts, I designed and developed a comprehensive blended eLearning program that combined visual demonstrations, practice opportunities, and quick-reference tools to reinforce procedural knowledge.

Key actions included:

• Conducted audience and task analyses to define course objectives and learning outcomes.

• Developed detailed scripts, storyboards, and assessments aligned with system workflows.

• Collaborated remotely with SMEs to capture authentic video and photo assets of both the software and the physical workstation process.

• Built software simulations for guided practice and video walkthroughs for quick visual reinforcement.

• Created an on-the-job reference guide outlining every step of the process for easy use during live transactions.

• Ensured all materials aligned with the client’s brand standards and eLearning templates.

DELIVERABLES

• Self-guided eLearning course with interactive simulations and video demonstrations

• Detailed task procedures, scripts, and storyboards

• Step-by-step on-the-job reference guide

• Assessment for procedural and compliance verification

• Video and photo asset library aligned with system workflows

RESULTS

• Standardized branch-level execution of instant debit card issuance procedures.

• Reduced employee error and improved confidence through guided practice and just-in-time references.

• Enabled faster onboarding for new employees with consistent, accessible learning content.

• Provided evergreen digital training assets that reduced the need for repeated in-person instruction.