Created a compelling e-learning experience for Canada’s third-largest bank, driving an increase in advisor self-enrollment and product knowledge.
Scotiabank wanted to educate 1200 financial advisors on the benefits of a new Personal Redeemable GIC — which was set to launch in a few short weeks. Financial advisors were not confident in their understanding of the new product nor how to best position it for their clients.
To support financial advisor education, our team was tasked with creating e-learning modules designed to build their confidence and understanding. The course would be viewed primarily on desktop and available to both English and French-speaking users. Strict accessibility compliance was required.
My role was to storyboard and direct the visual design, plan the user flow, prototype interactions, and ultimately to set up the course and quizzes using Articulate Storyline.
Employees would go on to take the course in two languages.
Seat time was allotted to minimize the cognitive load.
Before diving into our brainstorming phase it was important to understand the technical constraints for our e-learning course. A technical discovery session quickly provided some key details to our build.
By far the main feedback we were receiving from the financial advisors was that they were not confident in their understanding and in identifying appropriate opportunities to discuss this new GIC with their clients.
To ensure the course would satisfy the user needs my team planned to focus on three main actions:
The course would not be mandatory for advisors, so to encourage participation it would need to be enticing and accessible. To this end, having the ability to take the course in one sitting was most desirable, and creating a course that could be completed within a 15 minute break period, or between appointments was favored. To minimize the cognitive load and allow advisors to quickly comprehend the GIC offering, the course content would be broken into the following sections:
The course would adhere to adult learning principles through knowledge of results that are positive, authentic, and offer clear corrective feedback.
Our guiding principles
Since the course would be deployed to an enterprise intranet, where even web-safe fonts are often blocked, Arial was chosen as a standard system font.
The palette was made up primarily of corporate colours, leveraged from Scotiabank’s brand guide.
Photography also drew heavily from the Scotiabank brand palette. Backgrounds would need to be flat, and clothing would be edited and re-coloured as necessary using Photoshop.
To retain the brand standard, all icon styles would use outlines rather than fills.
Example scenarios were designed to help FAs confidently and accurately offer advice to customers around the purchase of the new personal redeemable GIC product.
Knowledge checks help to level-set new customer interviews.
To minimize frustrations, the appropriate responses are revealed after the 2nd attempt.
Feedback overlays help to inform if selected responses require more consideration.
Scenarios prompt Financial Advisors to ask specific questions to help gauge whether a PRGIC is appropriate for their clients.
Data heavy content was broken up into bite-sized interactions, with prompts to continue appearing once each tab had been pressed.
In general, the project ran smoothly and the team met all project goals. The end product resulted in an informative resource guide and an engaging e-learning module for employees at the bank. Despite a tight schedule and unexpected course completion troubleshoot during the QA stages, the project was able to launch on schedule.