HSBC secures the launch of Secure Key with interactive simulation.
To support the strategic launch of its new Secure Key two-factor authentication system, HSBC relies on K-STUDIO to train its teams, reassure customers and allow everyone to practise in a realistic simulation.
The application simulator for hands-on training in a realistic environment.
Preparing employees and customers for a major change in banking authentication.
For the launch of Secure Key, HSBC needed to successfully manage a sensitive change in the banking authentication journey. The challenge was to engage teams, train them quickly and communicate effectively so they could support and reassure customers as they adopted the new system.
Successfully launching a new two-factor authentication system for banking.
HSBC was among the first banks to introduce two-factor authentication. The launch of Secure Key represented a major change in how customers secure their transactions and access online banking services.
In this context, HSBC was concerned about a significant risk of customer attrition. HSBC France management therefore made a strong commitment to preparing branch teams and supporting customers as they adopted the new solution.
Engage, train and communicate to secure a strategic launch.
Engage teams
Engage branch employees so they can effectively support customers during the Secure Key launch.
Learn by doing
Allow teams to practise using a realistic simulation of the new authentication journey before supporting customers.
Communicate broadly
Provide clear learning content that can be understood by employees, customers and prospects alike.
Reassure customers
Reduce concerns about the change and limit the risk of attrition by giving users the opportunity to understand and test the new system.
K-STUDIO to reproduce Secure Key authentication in a realistic environment.
HSBC integrated interactive simulations created with K-STUDIO into its e-learning programmes to reproduce the different stages of the Secure Key authentication journey and prepare users in conditions close to real life.
A training programme deployed internally and also made available to the general public.
4,300 employees prepared
Branch employees were able to prepare to support customers through the different stages of the new authentication journey.
A realistic scenario
The e-learning programme includes an authentication simulation that recreates a customer scenario guided by an adviser.
An experience open to customers
The simulation was also published on the public website to reassure customers and prospects and allow them to practise.
A better-supported launch
The programme combines team training with educational communication for the general public to support the strategic commercial launch of Secure Key.
An immersive simulation to learn, practise and build confidence before going live.
Adviser preparation
Branch employees can familiarise themselves with the Secure Key journey before explaining it to and supporting customers.
Hands-on learning
The realistic reproduction of authentication steps allows users to practise in a safe environment that closely mirrors real-life conditions.
Educational communication
The same simulation approach can be used as a learning aid to explain the new system to users in practical terms.
Customer reassurance
By giving customers and prospects the opportunity to test the journey, HSBC makes the change easier to understand and helps reduce concerns related to Secure Key.
Hands-on training through a realistic Secure Key simulation.
For this project, HSBC relies on K-STUDIO to create an interactive simulation of the authentication journey and integrate it into its training and communication programmes.
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Prepare your users with realistic application simulations.
Discover how K-STUDIO can reproduce your applications and processes to train employees through hands-on practice, secure change initiatives and accelerate adoption.
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