The Challenge

A FinTech company launched a new User Interface and enhanced functionality for its wealth management platform, impacting a large client base. The challenge? Only three trainers were available, and mass on-site training wasn’t feasible due to resource constraints. To ensure all customers were fully trained within four months, we needed a scalable, efficient training approach that maximized reach without compromising learning effectiveness.

Key Considerations

  • Audience: Broker-Dealers and Registered Investment Advisors who rely on the platform for daily operations.

  • Location: Clients were distributed across the United States and Canada, requiring a flexible, remote-friendly training solution.

  • Budget Constraints: A very limited budget meant all content needed to be developed in-house with existing tools and resources.

  • Measurability: To assess training effectiveness, I needed to implement tracking and analytics to monitor learner progress, engagement, and knowledge retention.

Learning Design Solution

To effectively train both new and existing customers on the platform’s new User Interface and functionality, we implemented a Online Learning solution. This approach utilized virtual training to ensure comprehensive knowledge transfer across a diverse audience. Additionally, we adopted a Train-the-Trainer model, equipping our clients’ internal training teams with the necessary resources to facilitate learning within their organizations.

Instructional Design: SAM

Given our tight timeline, limited trainers, and budget constraints, we leveraged the Successive Approximation Model (SAM) to rapidly develop and refine training assets. SAM’s iterative and agile approach allowed us to continuously prototype, test, and enhance our training materials, ensuring they were both effective and adaptable to our audience's needs.

Training Assets Created

To support the rollout of a new UI for our wealth management platform, we developed a comprehensive suite of training assets to ensure a seamless user transition.

Centralized Digital Hub

Central to this effort was the creation of a standalone, embedded training site directly accessible from the platform. This site housed clear, searchable documentation, real-world use cases, and concise training videos, all designed to help users quickly understand and adopt the new interface. By meeting users where they work, we reduced confusion, improved time-to-competency, and enhanced overall user experience.

Documentation

To support our project intiative, I developed a comprehensive suite of training documents designed to guide both end-users and trainers through the platform’s new interface and functionality. These resources ensured consistency, scalability, and accessibility for a diverse audience.

Document Types

  • Technical User Guides: Step-by-step instructions providing detailed explanation of system features, workflows, and troubleshooting tips.

  • Use Cases: Real-world scenarios demonstrating practical application of the platform’s new features.

  • Task References: Concise, action-oriented quick guides offering micro instructions for key processes.

  • Train-the-Trainer Agendas: Structured guides designed to equip client training teams with knowledge and tools needed to effectively deliver training within their organizations.

Training Videos

To drive engagement and ensure a seamless transition to the new platform and functionality, we developed a series of Marketing and Product Walk-Through videos that effectively communicated key updates and guided users through essential workflows.

Evaluation

To ensure continoues improvement and measure impact, I implemented the Kirkpatrick Model of Evaluation by utilziing virtual training surveys surveys, pre/post assessments, 30,60,90-day check ins with clients, and enhanced video engagement tracking through Wistia.

Results and Impact

Our Online Learning approach and strategic use of eLearning resources led to significant training success and measurable impact:

  • 65 virtual training sessions delivered, successfully training over 1,000 clients.

  • 30% decrease in support escalations as clients leveraged self-service eLearning resources.

  • Monetizing training insights, providing clients with ongoing access to video analytics.