The Challenge
A FinTech company launched a new User Interface and enhanced functionality for its wealth management platform, impacting a large client base. The challenge? Only three trainers were available, and mass on-site training wasn’t feasible due to resource constraints. To ensure all customers were fully trained within four months, we needed a scalable, efficient training approach that maximized reach without compromising learning effectiveness.
Key Considerations
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Broker-Dealers and Registered Investment Advisors who rely on the platform for daily operations.
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Customers were distributed across the United States and Canada, requiring a flexible, remote-friendly training solution.
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A very limited budget meant all content needed to be developed in-house with existing tools and resources.
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A wide age demographic meant training had to accommodate varying levels of tech-savviness.
Learning Design Solution
To effectively train both new and existing customers on the platform’s new User Interface and functionality, we implemented a Online Learning solution. This approach utilized virtual training to ensure comprehensive knowledge transfer across a diverse audience. Additionally, we adopted a Train-the-Trainer model, equipping our clients’ internal training teams with the necessary resources to facilitate learning within their organizations.
Design and Development Process
Given our tight timeline, limited trainers, and budget constraints, we leveraged the Successive Approximation Model (SAM) to rapidly develop and refine training assets. SAM’s iterative and agile approach allowed us to continuously prototype, test, and enhance our training materials, ensuring they were both effective and adaptable to our audience's needs.
Training Assets Created
Centralized Digital Hub
We created a centralized digital hub that we determined was the best way to deliver training efficiently. We created an embedded Learning Portal within the company wealth management platform to provide seamless access to training materials, self-paced learning resources, and ongoing support, ensuring a scalable and efficient learning experience.
Documentation
To support our project intiative, we developed a comprehensive suite of training documents designed to guide both end-users and trainers through the platform’s new interface and functionality. These resources ensured consistency, scalability, and accessibility for a diverse audience.
Document Types
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Step-by-step instructions providing detailed explanations of system features, workflows, and troubleshooting tips for users at all proficiency levels.
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Structured guides designed to equip client training teams with the knowledge and tools needed to effectively deliver training within their organizations.
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Real-world scenarios demonstrating practical applications of the platform’s new features, helping users understand how changes impact their daily task
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Concise, action-oriented quick guides offering step-by-step instructions for key processes, serving as a go-to resource for on-the-job support.
Training Videos
To drive engagement and ensure a seamless transition to the new platform and functionality, we developed a series of Marketing and Product Walk-Through videos that effectively communicated key updates and guided users through essential workflows.
Product Walk-Through Video
These videos were designed to be visually engaging and accessible on demand, ensuring that users could quickly understand the value of the updates and confidently navigate the platform. By combining strategic messaging with practical demonstrations, we provided a powerful learning tool that supported user adoption while minimizing the need for live training sessions.
Tools Used and My Resposibilities
The training, learning portal and all supporting training assets were developed using: Adobe Creative Cloud, Adobe Captivate, Wistia, Confluence, Zoom/WebEx, and Microsoft Office.
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Instructional Designer
Website Wireframe
Website Admistrator
Storyboard Development
Technical Writer
Video Deveopment and Hosting Administrator
Virtual Training Lead
Results and Impact
Our Online Learning approach and strategic use of eLearning resources led to significant training success and measurable impact:
65 virtual training sessions delivered, successfully training over 1,000 clients on the new platform features and navigation
30% reduction in calls to the Product Support Center, as clients leveraged self-service elearning resources available in the Learning Portal
Enhanced video engagement tracking through Wistia, allowing us to monitor user interactions and optimize content
Monetizing training insights, providing clients with ongoing access to video analytics, enabling them to assess user engagement and adoption trends
By combining live training, on-demand resources, and data-driven insights, we streamlined the training process, improved user adoption, and created an opportunity for continued client value.