Commonwealth Bank: e-learning technical training

Commonwealth Bank was developing a new IT system for specialist lending staff in their branches throughout Australia. The new system allowed staff to book loan appointments with their customers more efficiently than before. As the system would be new, training was needed. It was decided e-learning would be the most cost effective method.

Development of an e-learning module to train CBA staff around Australia was requested. The objective of the e-learning was to train staff to book loan appointments on a new calendar booking system.

I designed an e-learning module that simulated the booking system. The module incorporated a simulation with scenario based assessment to confirm learning.

The e-learning module was completed by staff in over 1100 branches across Australia. Completion rate was 89% within 2 weeks of launch. Feedback indicated the e-learning was effective, with only limited enquiries regarding functionality of the booking system post-launch.