UX Writer at Horizn (fintech e-learning startup)
SBT (simulator builder tool) an internal content authoring tool
1 month
An interactive product demo that educates RBC customers & employees
At Horizn, I created step-by-step guides (demos) to guide banking clients and employees on how to use digital banking services.
I designed dozens of demos and other learning content during my time at Horizn.
Horizn creates straightforward product demonstrations to help banks increase digital adoption. Releasing new learning content in unison with new or updated banking services assists client conversion to digital banking.
RBC approached Horizn to create a new set of demos for one of their banking features—RBC Direct Investing.
Customer Impact:
1. Educate customers about Direct Investing so they can invest with confidence.
2. Educate new RBC customer service reps on how to use Direct Investing so they can educate RBC customers.
Business Impact:
1. More online & mobile logins.
2. Reduce call centre volume.
3. Employees understanding products pre-launch.
RBC sent my team a brief on what sort of content should be covered in the Direct Investing demos.
I collaborated with my team after reviewing the brief. I made suggestions on what content should be included or excluded. Demos should be short, while still conveying all necessary information.
The work was distributed among the writers and designers. I started creating the demos from assets provided by the client. We used an internal tool to arrange images of screens into a flow.
RBC Direct Investing demos were created for several categories:
For this reason, consistency is very important. Terminology and instructions should be consistent throughout the experiences. Consistency reduces the length of the learning process and eliminates confusion.
The voice is clear, simple and friendly. I wanted the copy to be straightforward and concise—while maintaining the friendliness you would receive from an RBC Customer Service Representative.
The tone is Instructive, helpful and sometimes motivational.
The demos are very visual, so each one has thorough a11y copy for every step. This is the copy someone using a screen reader would hear.
I write accessibility copy to allow people with visual impairments to understand:
The digital activation strategy across the employee learning site and customer-facing channels was a huge success.
With over 20 million page views, and more than 10.5 million demo shares, it has become one of RBC’s largest internal communication channels.
