BPCE deploys K-NOW to simplify the adoption of its banking applications

Introduction

In a highly regulated banking environment, advisors must master a large number of applications and business processes. To simplify their user experience and facilitate the adoption of digital tools, BPCE Solutions Informatiques relies on K-NOW, the digital adoption solution developed by Knowmore.

Deployed under the internal name "Guidance," this solution provides contextual assistance directly integrated into the business applications used by the Banque Populaire and Caisse d’Épargne networks.

The Context

The BPCE Group's application portfolio covers a large number of applications used daily by advisors in the Banque Populaire and Caisse d’Épargne networks.

In this context, the training of new employees and the execution of processes subject to regulatory constraints represent major challenges. Users must be able to perform their tasks quickly while complying with the operational and regulatory requirements specific to the banking sector.

BPCE Solutions Informatiques therefore sought to strengthen user support directly within the applications to limit navigation difficulties and promote employee autonomy.

The Challenges / Key Issues

• Facilitate the onboarding and skill development of new advisors.
• Reduce the complexity of certain application workflows and business processes.
• Support users in a highly regulated environment.
• Promote employee autonomy without systematically relying on support or training teams.
• Identify user journeys with the highest added value to prioritize support actions.
• Gradually extend digital adoption initiatives to the entire application portfolio.

The solution implemented

BPCE Solutions Informatiques chose to deploy K-NOW, Knowmore's digital adoption solution, within its application portfolio.

Within the group, this solution is used under the name of Guidance and enables users to be supported directly in their business processes through:

• contextual tooltips;
• signage elements integrated into interfaces;
• informative stickers;
• interactive step-by-step guides.

The objective is to provide real-time assistance within applications to facilitate tool adoption, secure processes, and accelerate employee skill development.

The approach also relies on close collaboration between BPCE teams, business units, Product Owners, and end-users of the Banque Populaire and Caisse d’Épargne networks to identify priority journeys for support.

The results

• Provision of contextual assistance directly integrated into applications.
• Simplification of user journeys within banking tools.
• Facilitation of new employee onboarding.
• Enhanced support for complex or infrequent processes.
• Improved user adoption of applications.
• Solution deployed on over 10% of the application portfolio, with an ongoing expansion strategy.

Key benefits

Faster application adoption

New employees benefit from support directly integrated into their work tools, reducing the learning curve.

Greater user autonomy

Contextual help allows advisors to quickly find necessary information without systematically contacting support.

Reduced operational complexity

Step-by-step guides and visual aids simplify the execution of business processes in a demanding regulatory environment.

A user-centric approach

The prioritization of user journeys to support users is based on field feedback from the Banque Populaire and Caisse d’Épargne networks, as well as collaboration with business teams.

A scalable digital adoption strategy

The solution is designed to be progressively deployed across a growing number of applications to harmonize the user experience across the group.

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