Innovation Case Study

Silicon Valley Bank Rolls Out a Magical New Credit System and Process Amid COVID-19

This high-tech commercial bank is rolling out a magical new credit system and process including an end-to-end commercial lending platform that will change the way Silicon Valley Bank performs lending functions. Early on, we uncovered a wand tool built into the system and suggested we weave in an enchanting theme to keep participants delighted and engaged. Abracadabra! Meet the Wizard, our main character guiding learners through the storyline of content in a rather whimsical way. Additionally, we placed “wizardly easter eggs” throughout the modules to add an element of interest for those paying close attention. Taking the fairytale theme a step further, we conjured up a variety of games and activities to surprise participants and keep them engaged throughout the 50+ online module series.

  • Industry: Financial Services.
  • Initiative: New Product, Process or System Rollout.
  • Project Timeline: Initially 7 months, extended due to COVID-19.
  • Service: Custom Learning Solutions Project Team
  • Deliverable(s): Just-in-time knowledge reference materials, job aids, eLearning, Microlearning, VILT, Simulations, Learning labs that offered hands-on practice in sandbox environment.
  • Tools: Storyline, Word, PowerPoint, Zoom, OneNote.

The Solution

With a broad impact including credit stakeholders, the sales organization, and approximately 300 users across end-to-end business processes, this miraculous learning program will be launched in a phased approach. Taking into consideration the geographically dispersed audience, complex subject matter, substantial volume of content (not to mention multiple roles and varying uses of the new system), we suggested a spellbinding blended approach that provides ample hands-on practice and on-the-job support with continued skill enhancement.

Due to COVID-19 occurring in the middle of implementation, our journey continues as we convert traditional classroom-based hands-on practice to virtual, while still providing a robust hands-on component.

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eLearning Module
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System Simulation
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Interactive Job Aid
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Interactive Job Aid
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Interactive Job Aid
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Facilitator Guide

Components

Presenting Issue:

Capstone Course is 90% hands-on application of existing knowledge from eLearning modules. Participants were going to have the opportunity to build their own loan packages. How can this translate to virtual?

Proposed Resolution:

  • Use webinar break out room capability put participants into teams of four and assign roles to work on activities together and ensure that no one gets left behind.
  • Add opportunities for teams to norm while introducing webinar tools such as annotation/whiteboarding.
  • Use annotation tools to do frequent pulse checks of participant engagement.
  • Break content into manageable chunks, no more than 3 hours per session.
  • Add additional time to curriculum to account for time going into and out of break out rooms/debriefs etc.
  • Provide a more structured approach to practice activities with expected results clearly documented in a coach guide.
  • Have all participants log into the training region prior to coming to the session to minimize technical hiccups.

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