Edward Jones’ financial-advisor trainees must pass the SEC Series 7 exam to become investment representatives. In addition to standard study materials, the firm provides telephone support so trainees can speak with a member of the Edward Jones Study Group for an in-depth explanation of testable concepts. The Study Group struggled with the volume of incoming calls; hold times increased dramatically, as did complaints. Analysis showed that certain topics drove phone traffic and that the complexity of those topics could take up to an hour to explain, so the Study Group was spending a lot of time repeatedly having the same conversation. The Study Group asked Branch Learning & Development for help.
Participants in this case-study session will learn how Branch Learning & Development researched the business problem and learner gap, developed a solution, and captured results. The resulting videos are animated illustrations with voice-over explanations using color consistently to illustrate inverse relationships and market mechanics. This approach dramatically reduced the video-production cycle and resulted in a large reduction in the number of calls on topics covered in the videos. Short single-topic videos will play a significant role in Edward Jones’ performance-support architecture and instructional strategies. You’ll learn the approach they took to develop the content and produce the videos, helping you to determine whether can use this approach to solve similar problems in your organization.
In this session, you will learn:
- The thinking that went into the high-level design
- The process used to create the videos
- How to identify when this type of video might be an appropriate solution
- How Branch Learning & Development collaborated with the stakeholders
Audience:
Novice and intermediate designers, developers, project managers, managers, and CLOs with a general awareness of Kahn Academy, TedEd, and YouTube videos
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