Coop Bank is a bank for Denmark’s Cooperative Society members. Although it has no physical branches, it is present online and in Coop's many retail outlets.
As the bank was about to be launched in 2014, thousands of service employees in Coop's shops were neither employed by Coop Bank, nor were they bankers. There was very little time to train traditional retail staff in answering bank-related questions from customers.
We partnered with traditional ad agency Republica and film production company TV Factory to create an E-learning program tailored to cashiers, managers and young employees.
The user interface was based on a "mobile first" approach, where employees created a user account after selecting the applicable retail chain and shop in which they worked.
Employees then progressed through modules based on a series of videos, tutorials and questions. To make the unfamiliar subject matter more appealing, we combined instruction with entertainment by using two famous Danish comedians in the videos.
Each video was followed by a quiz to make sure employees had internalised the instruction, and if the quiz result was unsatisfactory, employees were able to repeat the process until successfully graduating onto the next level.kursus.coopbank.dk
"It's a new approach to training, which resonated well with the target group helping us sell our product."
Mette MariaHR Development Manager