Experience
Systems Applications
CLIENT: Big Four High Street Bank: long-term systems update ... change in procedures ... design training in parallel with system design ... examples and screen shots ... redesign and rewrite.
Step by step, the bank was updating the systems used in the branch network. This involved changing the appearance of the screens, altering procedures and adding new applications. There was huge potential for confusion in the short to medium term when branch staff needed to switch back and forth between old and new systems.
It was vital for staff to have clear and timely training on each new or amended application as it was released. Members of the Hiltrain team worked alongside the system designers to design the training in parallel with the new systems. We had to be flexible enough to rearrange and rewrite whenever system problems necessitated redesign.
By working in this way we were able to provide each branch with training materials as the systems were rolled out. Paper-based training that included screen shots from the new systems took staff step by step through scenarios, using the applications they would encounter.
We also produced videos illustrating the use of each new application. These too were scenario-based and illustrated the screen shots and mouse clicks that staff would use.