Case Studies
The Challenge
“At last, the new web-based system gave us the means to bring together a number of previous training initiatives focused on enhancing the customer interviewing and mortgage application process. It was so important to us that the training encouraged the right behaviours as well as providing the basic skills in using the system.”
When Halifax, the UK’s largest mortgage lender, introduced a new web-based system to enhance its mortgage lending process, improve cross sales, and provide a multi-channel capability, it created a need for 15,000 mortgage staff to be trained in using the system prior to implementation.
Specific requirements included:
- An Intranet-delivered system simulation to provide hands-on practice within a safe, replica environment
- Trainee-led navigation and high levels of user involvement through built-in regular interaction
- Assessment of trainees’ competence and ability to use the new system in the workplace using case studies based on realistic scenarios
- Training to meet the needs of a wide range of users, including customer-facing, telephony and back-office staff.
Bourne's Solution
Bourne provided a web-based training programme with a streamed modular structure. Staff selected modules specifically tailored to their job role and based on their delivery channel. Key features of the programme included:
- A thorough introduction to the new system, and to process and procedural changes, working practices and associated behavioural expectations
- Detailed simulation of major system elements relevant to each delivery channel, within a graphically-rich highly interactive package
- Case studies both to illustrate system application and to test users’ mastery of key learning points within a realistic context
- Sales ‘hints and tips’ training, to motivate and encourage users to spot sales and cross-selling opportunities.
Business Benefits
“We worked in partnership with Bourne throughout the whole development process to produce a comprehensive, structured training solution which replicated the system so well you couldn’t see the join.”
More than 16 hours of graphically-rich web-delivered system simulation covering all key aspects of the required training, and further system simulations to support role-play scenarios in tutor-led workshops. The training supported key business objectives, increasing awareness amongst Halifax employees of the real benefits accruing to staff and customers from the new system.