Call Center Application Tutorial for Standard Chartered Bank  Designed by Kern Learning Solutions
Overview <ul><li>Standard Chartered Bank migrated its call center application from the legacy system to a web-based one-sc...
Who are the Learners? <ul><li>Average age 25-35 years, average computer and Internet experience 10 years, 0.5 to 6 years a...
What were the Challenges for Kern? <ul><li>Obtain information from  multiple SMEs,  who were very  busy  with training and...
How Did we Go About This? Research  Understand needs motivations of learners, stakeholders, SMEs Design  Instructional app...
<ul><li>Task-based approach to learn about various fields and tabs of C1S application </li></ul>Quick Preview of the Tutor...
<ul><li>Program has 3 tutorials </li></ul>Quick Preview of the Tutorial Each tutorial has 4 modules
What are the Key Strategies Used? <ul><li>CYU (Check your understanding) at the end of each module to recap and refresh le...
What are the Key Strategies Used? <ul><li>End of each task video, a screen summarizes the steps involved in completing the...
What are the Key Strategies Used? <ul><li>Screen shots were used to teach tasks with less than three steps </li></ul>
Results of the Tutorial <ul><li>Learners found it  interesting  to learn about fields and tabs of C1S while resolving each...
Client Feedback <ul><li>“ This is very compact and handy. We can refer to it easily as and when we need to check any step ...
Contact Us <ul><li>For </li></ul><ul><li>Training Needs Analysis  </li></ul><ul><li>Contextual Inquiry </li></ul><ul><li>I...
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Application Tutorial for Standard Chartered Bank

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The application tutorial development for Standard Charted Bank was a challenging and interesting exercise for Kern. It was challenging because, Kern’s usability team had designed the single screen application – a migration from their old legacy system.

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Application Tutorial for Standard Chartered Bank

  1. 1. Call Center Application Tutorial for Standard Chartered Bank Designed by Kern Learning Solutions
  2. 2. Overview <ul><li>Standard Chartered Bank migrated its call center application from the legacy system to a web-based one-screen application. </li></ul>The call center application was designed by Kern Usability and Innovation team. SCB wanted a self-paced online tutorial to train its customer service officers (CSOs) about the new C1S application.
  3. 3. Who are the Learners? <ul><li>Average age 25-35 years, average computer and Internet experience 10 years, 0.5 to 6 years at SCB </li></ul><ul><li>Good understanding of call center processes </li></ul><ul><li>Usual process training in a classroom mode </li></ul><ul><li>Depend a lot on personal memory to retrieve info </li></ul><ul><li>Training on the new single screen app (C1S) </li></ul><ul><li>Need to know about the fields and tabs of C1S to perform the tasks </li></ul>Training Needs
  4. 4. What were the Challenges for Kern? <ul><li>Obtain information from multiple SMEs, who were very busy with training and implementation </li></ul>Restricted access to live application. Access to C1S application in UAT environment, so dynamic changes in screens and fields Learners using online training for the first time Learners new to C1S application SCB wanted reduction in training time Task and scenario-based approach Show and try approach SME walkthrough and Learner testing 1 2 3
  5. 5. How Did we Go About This? Research Understand needs motivations of learners, stakeholders, SMEs Design Instructional approach to map to learners & stakeholder needs Implement SCORM version on Saba & offline version on Intranet <ul><li>Methods </li></ul><ul><li>Personal interviews </li></ul><ul><li>Contextual Inquiry </li></ul><ul><li>Observation </li></ul><ul><li>Job shadowing </li></ul><ul><li>Findings </li></ul><ul><li>Noted typical scenarios that learners encounter during their interaction with customers </li></ul><ul><li>Learning Strategies </li></ul><ul><ul><li>Used task-based scenarios to teach process steps. </li></ul></ul><ul><ul><li>Easy to learn about application fields and tabs in context of scenarios. </li></ul></ul><ul><ul><li>Practice screens and test screens for easy recap and recall </li></ul></ul>Test Tested with sample size of 10 learners and 3 SMEs <ul><li>Outcome </li></ul><ul><ul><li>Plugged learnability and usability issues </li></ul></ul><ul><ul><li>Valuable SME inputs </li></ul></ul><ul><ul><li>For example, we had used ‘tagging a call’. Trainers pointed out that ‘marking a call’ was a commonly-used term </li></ul></ul><ul><li>Learning Strategies </li></ul><ul><ul><li>Trainers used an offline version on local Intranet </li></ul></ul><ul><ul><li>L&D department ran the SCORM version on their Saba LMS </li></ul></ul>
  6. 6. <ul><li>Task-based approach to learn about various fields and tabs of C1S application </li></ul>Quick Preview of the Tutorial
  7. 7. <ul><li>Program has 3 tutorials </li></ul>Quick Preview of the Tutorial Each tutorial has 4 modules
  8. 8. What are the Key Strategies Used? <ul><li>CYU (Check your understanding) at the end of each module to recap and refresh learning </li></ul>
  9. 9. What are the Key Strategies Used? <ul><li>End of each task video, a screen summarizes the steps involved in completing the task </li></ul>
  10. 10. What are the Key Strategies Used? <ul><li>Screen shots were used to teach tasks with less than three steps </li></ul>
  11. 11. Results of the Tutorial <ul><li>Learners found it interesting to learn about fields and tabs of C1S while resolving each task-based scenario </li></ul>Reduced training time from 27 days to just 7 days The application tutorial helped learners practice performing the steps for various tasks Saving in training time Increase in productivity High learner motivation 1 2 3
  12. 12. Client Feedback <ul><li>“ This is very compact and handy. We can refer to it easily as and when we need to check any step in the process.” </li></ul><ul><li>Nithya (Learner) </li></ul><ul><li>Cards, Customer Service Officer </li></ul><ul><li>“ This complements the classroom training very well. CSOs are loving it. Good part is that it cuts down training time by almost one-fourth.” </li></ul><ul><li>Nigel S (Trainer) </li></ul><ul><li>Service Training CB Academy </li></ul><ul><li>Standard Chartered Bank </li></ul>
  13. 13. Contact Us <ul><li>For </li></ul><ul><li>Training Needs Analysis </li></ul><ul><li>Contextual Inquiry </li></ul><ul><li>Instructional Design </li></ul><ul><li>Classroom Training Programs </li></ul><ul><li>eLearning Programs </li></ul><ul><li>Blended Programs </li></ul><ul><li>Program Effectiveness Evaluation </li></ul>Kern Learning Solutions Pvt. Ltd. 210 B, Swapnalok Complex Sarojini Devi Road Secunderabad 500 003 India +91 4040171313 [email_address] www.kern-comm.com http://elearning.kern-comm.com

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