1. TRAINING & DEVELOPMENT | DECEMBER 2014 | 25WWW.AITD.COM.AU
W
estpacpartneredwithEasyAuthoring
todesignanddevelopanonline
simulationthatwouldenablelenders
toimproveefficiencyandaccuracyin
thehomeloanapplicationprocessand
improvethecustomerexperience.
LendingOriginationandNavigation
Simulation(LOANS)eLearningsimulation
providesaninteractiveexperience
forWestpacHomeFinanceManagers
andLenderswhofacilitatehomeloan
applications.Thetrainingtechnologywas
developedtohelpimprovetheirspeed
andaccuracyinprocessingapplications
andmeetingcustomerneedsinatimely
manner.
TheprogramdesignusedKolb’smodel
ofexperientiallearning,allowinglearners
toexperience,reflect,generaliseand
applytheirlearning.Theexperiential
learningapproachandthedecisiontouse
anonlinesimulationresultedinincreased
retentionofknowledge,higherlevelsof
learningtransferandlearnerengagement
thanwasachievedthroughtheprevious
facetofaceprogram.
Theprogramwasdesignedtoaddress
sixkeyareasofperformance,eachof
theseareasdirectlyalignstoWestpac’s
organisationalgoalsandbusinessstrategy
forretailandbusinessbanking.The
businessmetricsthatwereidentified
bykeystakeholdersascriticalfactors
todeterminethelearningsolutionand
learningexperienceformedthefirstpart
oftheneedsidentification.Eachofthese
factorswerereviewedagainsttheexisting
trainingofferedtoidentifywherelearning
gapsexisted.
LOANSfeaturesinteractiveonline
simulationandanimationsfocussedon
differentaspectsofthehomelending
process.Throughthesimulationlearners
interactwithafactitiouscustomer,and
reflectsthetypesofinteractionsthat
HomeFinanceManagerandLenders
experiencedaily.Learnersarerequired
toaccuratelyusetheappropriatelending
platformstoprocessthehomeloanwhile
interactingwiththecustomertoestablish
theirneeds.
TheeLearningsimulationislaunched
fromWestpac’sLearningManagement
Systemandmovesthroughanoffice
interaction,togglesbetweenoffice
andsystemsimulationsandincludes
distractions.
Structuredfeedbackisprovidedto
learnersontheirinteractionwiththe
customerandhowtheyhaveused
theonlinesystemincorporatingtheir
accuracyandspeed.Scoringassists
learnerstounderstandhowtheyare
performinginthesimulation.Thescoring
systemisfocusedongettingthingsright
forthecustomer,withthegoalbeingto
successfullycompletethecustomer’s
homeloanwithascoreof100%inprocess
anddataaccuracy.
Thesimulationwascustomdesigned
toreflecttheenvironmentthatHome
FinanceManagersandLendersoperate
in.Customerinteractionsweredesigned
tohavemaximumimpactonthelearner.
WINNER
ELEARNINGACHIEVEMENT
WESTPACBANKING
GROUPAND
EASYAUTHORING
LENDINGORIGINATIONAND
NAVIGATIONSIMULATION(LOANS)
AWARD SPONSOR
(L-R): Michael Werle, AITD Board Director; Janine Robinson, Westpac Banking Group; Melissa Malcolm, Easy Authoring;
Kanesar Amilthan, Easy Authoring; Belinda Rawsthorne, Westpac Banking Group and Damon Zemanek, Citrix GoToTraining.