Modernizing the Advisory Experience

Goal
Challenge

The company migrated its legacy advisor database to Microsoft Dynamics CRM.

  • The Problem: Financial advisors found the new interface of Dynamics CRM complex and time-consuming. Initial pilot tests showed high error rates in mandatory compliance fields.

  • The Risk: Inaccurate data entry could lead to regulatory fines and delayed client transactions

Partnership

As a senior instructional designer, I served as the primary link between the IT development team and the business stakeholders.

  • Managing Change: To address resistance from advisors, I led "discovery sessions" with regional managers. We identified the most frequent tasks and prioritized those in the training.

  • SME Collaboration: I worked with compliance officers to ensure all simulated scenarios met legal requirements, reducing the need for late-stage revisions.

Impact
Solution

I designed a blended learning ecosystem focused on "learning by doing."

  • E-course & Microlearning: I developed a foundational e-course supplemented by two-minute "how-to" videos focused on the most frequent tasks.

    • Authoring Tools: Articulate Rise, Vyond, Clipchamp, and Snag-it

  • Interactive Simulation (Sandbox): A risk-free environment where advisors practiced entering data without affecting live client records after completing the e-course

  • Why this modality: Advisors have limited time. Microlearning provided immediate answers to specific questions, while the simulation built muscle memory for complex workflows.

The training program led to a successful enterprise-wide rollout.

  • ~87% Completion Rate: Nearly all advisors completed the required compliance training before the system launch.

  • ~39% Support Reduction: Help desk calls regarding navigation dropped by 39% compared to previous software launches.

  • ~94% Accuracy: Post-migration audits showed high compliance in mandatory data fields in Dynamnics CRM for the first week after launch.

Artifacts

Dynamics CRM Sandbox with the following design highlights:

  • Integrated Performance Support: Advisors go through step-by-step guidance within the workflow to complete tasks efficiently.

  • Contextual Pop-up Tips: Advisors get helpful hints and best practices exactly at important fields.

  • Smart Error Messages: Advisors understand not just what went wrong, but how to fix it with clear, actionable feedback.

Multi-modal Delivery: Microlearning videos designed for mobile access alongside a desktop-based software simulation.

Transition financial advisors to a new CRM while maintaining data integrity and regulatory compliance.

Image above is a prototype. Click image to enlarge.

Image above is a prototype. Click image to enlarge.