Redefining Training and Support for a Financial Institution
A role-based learning model and tiered support structure that reduced tickets, strengthened proficiency, and improved employee experience.
After an enterprise software rollout, a large bank faced a new challenge: training and support were misaligned with real employee needs. We redesigned the learning ecosystem and introduced a scalable support model that reduced strain on central teams and made proficiency sustainable—especially for specialized roles and smaller departments.
The Challenge
After a successful enterprise-wide software rollout, a large bank faced a critical challenge: training and support were not evolving with the business. The initial three-day training sessions were no longer effective for specialized roles, resulting in wasted time, low engagement, and inconsistent proficiency across departments.
The core issues included:
- Inefficient Training Model: One-size-fits-all, long-format training was not scalable. Employees retained only portions of the content, leading to suboptimal use of the system in day-to-day work.
- Knowledge & Skill Decay: Employees—especially in smaller departments—lacked opportunities for ongoing practice, causing proficiency to decline over time.
- Unsustainable Support Structure: A decentralized support model sent users to the central training team for issues, consuming capacity and limiting strategic improvement work.
The bank needed a flexible, optimized, and scalable approach to sustain long-term proficiency and protect the return on its software investment.
Summary
We transformed training from a time-intensive, three-day model into streamlined, role-based learning supported by on-demand resources and “User Labs” for guided practice.
We also introduced a tiered support structure that deflected routine inquiries, reduced strain on central teams, and improved employee efficiency and satisfaction.
Our Strategic Approach
We conducted a holistic training and support assessment and redesigned the learning ecosystem around how employees actually work. The strategy focused on reducing time away from roles, enabling faster proficiency, and building a scalable support model that maintained adoption long after initial rollout.
Phase 1: Needs Assessment & Analysis
- Training inventory & gap analysis: Reviewed existing curricula and training artifacts to identify what was outdated, redundant, or missing for specialized roles.
- Role and task mapping: Partnered with departmental leaders to map critical tasks and determine the smallest set of learning objectives needed for day-one performance.
- Support demand analysis: Analyzed inbound issues to identify patterns and prioritize fixes that would reduce repeat tickets.
Phase 2: Targeted Learning Design
- Role-based modules: Rebuilt training into shorter, role-specific sessions that focused only on job-relevant workflows.
- On-demand learning library: Created self-serve resources—including short videos, quick guides, and searchable FAQs—so employees could learn in the flow of work.
- User Labs: Implemented hands-on practice sessions where employees could ask questions, work through real scenarios, and get coached by a trainer.
Phase 3: Scalable Support Model
- Tiered support structure: Introduced a clear escalation path and equipped departments with practical alternatives before routing requests to central teams.
- Capability building: Empowered departmental representatives with knowledge and job aids to resolve common issues quickly and reduce time-to-resolution.
- Continuous improvement loop: Established routines to review trends, refresh resources, and update modules as processes evolved.
The Results
The redesigned training and support model delivered measurable improvements in efficiency, proficiency, and employee experience—while validating the importance of aligning enablement to how people actually work.
- Improved knowledge retention: On-demand resources and User Labs supported continuous learning and reduced skill decay.
- Higher employee satisfaction: Employees experienced training that was relevant, efficient, and easier to access when needed.
- Reduced strain on central teams: A clear support structure improved responsiveness and allowed central resources to focus on higher-value work.