Success story · Banking & financial services

HSBC prepares 10 000 employees for the rollout of the HUB portal.

Q: Does K-STUDIO replace training at HSBC?

No. It is the practice support behind it.K-STUDIOreproduces the HUB processes so each population practises its own actions before go-live.

Before HUB, its global web portal, went live, HSBC had its teams practise on 200 simulated business processes, tailored to 70 populations.

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K-Studio

Exercise 2 of 8Score 100 %

Simulation

HUB

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Type of productCustomerRisk profileAmount paid inFrequencyAdvisor

HUB

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iYOUR TURNChoose the type of product to subscribe to.!ALMOSTThis field is the risk profile, not the type of product.✓CONFIRMEDProduct chosen, the subscription can now be recorded.

10 000employees trained

70distinct populations supported

200simulated business processes

The context

A major IT transformation after the acquisition of CCF.

At the time, the banking group was present in 83 countries and had more than 310 000 employees. In a context of IT merger, it set up new platforms with HUB, a global web portal intended to become a major entry point.

The blind spot

Training 70 populations on one portal is not a single need.

A credit officer, a savings advisor and a wealth manager open the same portal but do not perform the same actions in it. A single training course prepares none of the three properly.

The initial trainingThe portal is presented to everyone.

On go-live dayEveryone carries out their own processes.

The step that blocksThe action specific to their job has not been rehearsed.

The scope

The application covered by the deployment.

HUB

Global web portal, 10 000 employees, 200 simulated processes

In production

The solution

200 simulated processes, tailored by population.

HSBC was looking for a lasting learning solution. The bank designed learning-by-doing content in the form of simulated exercises, covering the main business processes, notably credit, savings and wealth management.

The key processes covered

Credit, savings and wealth management are among the simulated processes.

70 populations served

The content is tailored to the profiles and needs of each population.

Practice before the switchover

Employees practise on a replica before HUB goes live.

A lasting library

The 200 processes stay available after the rollout, for onboarding and continuous training.

K-Studio

Wealth file

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Summary

ProductLife insuranceRisk profileBalancedDocumentsCompleteConfirm the subscription

✓Exercise completedScore100 %

✓Open the customer’s wealth file.
✓Record the subscription.
✓Check, then confirm the file.

Tutoring×

Open the customer’s wealth file.Record the subscription.Check, then confirm the file.

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Guided exerciseSimulation mode

The results

A set-up maintained well beyond the initial rollout.

10 000 employees trained

They were prepared to use HUB through the simulation exercises.

70 populations supported

The set-up covered very varied profiles and training needs.

200 simulated business processes

The content lastingly covers the processes each population needs.

Lasting use

The training department maintains the simulations for onboarding and recurring training.

The solution deployed

The solution deployed.

K-STUDIOApplication simulator

Practising on a replica of HUB, before go-live.

K-STUDIO reproduces the processes of the HUB portal so each population can redo its business actions, with no risk in the real environment.

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Faithful replica of the portal
200 business processes covered
Content tailored by population
Library reusable over time

Frequently asked questions

What we are asked about this deployment.

Does K-STUDIO replace training at HSBC?

No. It is the practice support behind it. K-STUDIO reproduces the HUB processes so each population practises its own actions before go-live.

Which application is covered?

In production:HUB, the group’s global web portal, with 200 simulated business processes including credit, savings and wealth management.

Did the set-up outlive the rollout?

Yes. The training department maintains the library of 200 processes for onboarding new employees and for recurring training.

What does it change day to day?

Each population practises the processes of its own job, as many times as needed, and finds that same content later for a refresher or to train a newcomer.

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