Commonwealth Bank e-learning
- Who: Commonwealth Bank
- Product: E-learning
- Type: Technical training
- Features: Illustration
- Tools: Articulate Storyline - Adobe Illustrator
- Assessment: Knowledge check, simulation
- Length: 10 minutes
- Screen count: 14
Overview
The Commonwealth Bank of Australia (CBA) is a major Australian multinational bank and the largest listed company on the Australian Securities Exchange by market capitalisation. Fully privatised in 1996, CBA is one of the nation’s “big four” banks, offering a wide range of integrated financial services, including retail, business, and institutional banking, insurance, and funds management to over 17 million customers across Australia, New Zealand, and Asia.
Problem
To support the national rollout of a new specialist lending IT system, CBA commissioned the development of a comprehensive e-learning solution. This initiative aimed to streamline the appointment booking process for branch staff, enhancing operational efficiency across the Australian network. By utilising a digital training model, the bank ensured a cost-effective and scalable approach to upskilling personnel on the new calendar management interface.
Solution
I designed and deployed a custom e-learning solution that utilised high-fidelity software simulations and scenario-based assessments to validate staff competency. This module was rolled out to over 1,100 branches nationwide, achieving an 89% completion rate within the first two weeks. Post-launch metrics confirmed the program’s effectiveness, as evidenced by a significant reduction in technical support inquiries regarding the new booking functionality.