Presented at Learning Solutions 2017 with Denise Wilson. In retail banking, like many regulated industries, the entry-level customer service employees have complicated jobs combining relationship skills, compliance with complex regulations, and adherence to frequently changing policies and procedures. Conventional wisdom still says these skills are difficult to learn effectively with online learning technology, particularly if the learning is self-directed. In this session, you will learn how Capital City Bank turned a once burdensome onboarding program into one that engages and motivates new tellers. See how they tackled the onboarding challenge with a self-directed online learning experience that meets all five “moments of learning need,” offers intuitive performance support, provides career path opportunities for all tellers, and reinforces corporate culture. In this session, you will learn: How to structure a single online learning journey intuitively for performance support, compliance training, and new-hire orientation How to apply gamification and communication approaches to attract and motivate participants in your own learning programs How to create personalized experiences How to create custom content on a budget

1. Session LS603
Turning New Hire Training
into a Motivating Game
Judy Albers, Intrepid Learning
Denise Wilson, Capital City Bank
Orlando, FL • March 22 – 24, 2017

2. about us
Judy
Albers
Intrepid Learning
Lead consultant
Denise
Wilson
Capital City Bank
Project Sponsor
Capital City
Bank

3. Photo by Justin Peterson via unsplash.com
what are you curious about?

4. resources
Photo by Tina Floersch via unsplash.com

6. what we’ll cover
context
• the business
• the learners
• the constraints
• the results
proven practices
• ways to gamify
• lessons learned

7. and a demo

9. the business
• retail bank
• 900 associates
• FL, GA, AL
• powerful, client-first culture
“Everyone has a bank.
We want you to have a banker.”

10. the objectives
• train new tellers
• meet the 5 moments of learning need
for existing tellers
• New
• More
• Apply
• Change
• Problem
• ruthlessly relevant, field-driven content

11. https://www.intrepidlearning.com/blog/declaration-of-modern-learner-rights

12. the learners
• being a teller is HARD
• tons of procedures!
• tons of regulations!
• lots of risk
• saying yes and saying no
• balancing

13. the constraints
• budget
• resources, or more accurately,
resource
• ABA eLearning courses for compliance
• over-documentation of rules without
“why’s”

14. Contest!
Photo by Aaron Burden via unsplash.com

15. and a demo

16. Read the blog
“Ruthless Relevance is a
Justified Demand: Putting
Reg CC into Context”
https://www.intrepidlearning.com/blog/ruthless-relevance-puts-reg-cc-context

21. inside & outside the site
• theme
• contest
• leaderboard
• missions
• quiz building

23. SOLICITING QUIZ QUESTIONS

24. SOLICITING PROVEN PRACTICES

25. the results
• Lower error rates among new tellers
who use the hub
• Lower rate of involuntary separation
(tellers who don’t meet standards)

26. the results
“When I was a new teller, I just read and
read and read information. This adds
enthusiasm.
Otherwise it's just a bunch of paperwork.
Every day it's the same thing - more
paperwork, more modules.
Sharing your story, maybe reading someone
else's story, makes it more interesting.”
- Arsenio, Teller

28. Photo by Eniko Polgar via unsplash.com
It’s easy for visitors to
forget you’re there.

29. So gamify some more!
• Points earned in hub added as
requirement for tellers to reach next
certification level
• Contests
• New training rollouts

31. contact us
Judy Albers
Director, Learning Strategist
Intrepid Learning
Judy.albers@intrepidlearning.co
m
www.intrepidlearning.com
Denise Wilson,
CPLP
Vice President
Director of Star University
Capital City Bank
denise@ccbg.com
www.ccbg.com
Capital City
Bank