Strategic Learning in Action: Driving Digital Transformation Through Agile Training
At A Glance
Industry
Financial Services
Initiative
New product/system rollout
Timeline
12 months
Service
Custom Learning Dev Team
deliverables
Facilitator Guides, Learner Workbooks, SharePoint Training Hub Learning Labs, Whatfix scripts
tools
Word, PowerPoint, Zoom, SharePoint, Whatfix
Client Challenge
When Silicon Valley Bank (SVB) set out to revolutionize its credit operations with the implementation of nCino, a cutting-edge loan origination system, the stakes were high. The transformation would touch nearly 1,000 employees across 24 unique audiences and five lines of business during a period of rapid growth and heightened regulatory expectations.
From the start, it was clear this wasn’t just about software, it was about people, change, and performance.
Empowering SVB's Workforce Through Agile Learning
In response to Silicon Valley Bank’s (SVB) rapid growth and the implementation of the nCino loan origination system, we partnered with SVB to develop a comprehensive, Agile-driven blended learning program. This initiative aimed to ensure seamless onboarding, continuous upskilling, and sustained adoption across diverse employee groups.
Key Outcomes:
- Enhanced Adoption and Proficiency: Trained nearly 1,000 employees across 24 distinct audiences and five lines of business, facilitating a smooth transition to the new system.
- In-App Guidance with Whatfix: Integrated Whatfix’s Digital Adoption Platform to provide contextual, step-by-step guidance within the nCino application, assisting users through various credit processes and reducing the learning curve.
- Centralized Learning Hubs: Developed dedicated SharePoint sites for each business line, serving as one-stop hubs containing tailored learning materials, schedules for virtual instructor-led training (VILT) sessions, and recordings of facilitated training sessions for on-demand access.
- Scalable Learning Framework: Implemented a modular training approach combining instructor-led sessions, hands-on practice, and real-world application with continued adaptability for ongoing system updates and new user groups.
- Robust Support Structure: Established a multi-tiered support system involving Facilitators, Subject Matter Experts, Super Users, and Directors to provide continuous guidance and accountability.
- Data-Driven Insights: Utilized analytics to monitor learner engagement and progress, enabling continuous improvement of the training program and alignment with business objectives.
This strategic learning initiative not only equipped SVB’s workforce with the necessary skills and experience to operate their new credit platform effectively but it also fostered a culture of continuous learning and adaptability supported by managers and senior leadership. By leveraging innovative tools like Whatfix and creating centralized learning resources, SVB positioned itself for ongoing sustainable success as they onboarded new credit officers and adapted to evolving system enhancements.
Exceptional Adoption Results
This innovative training initiative achieved remarkable success, with 98% of business lines completing their Action Week loan applications and seamlessly integrating the nCino platform into daily operations. Learners reported high satisfaction, particularly valuing the effective use of their time in both learning sessions and hands-on practice. This outcome underscores the program’s effectiveness in fostering user confidence and ensuring a smooth transition to the new system.
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