Custom, Interactive Microlearning for Employee Development

Carter Credit Union is a credit union founded in 1954 to improve the financial well-being of its members with currently over 45,000 customers strong with assets exceeding $770 million. With a mission to form a financial cooperative based on the premise of “people helping people”, Carter Credit Union serves people from coast-to-coast offering every product and service that local banks offer and more.

Before adopting MicroBuilder, Carter Credit Union wasn’t using any training platform; instead, they relied on step-by-step instructions and in-person classes for employee training. However, having multiple departments covering a wide range of training topics, creating content would take a long time, and only offering in-person classes limits employees’ ability to revise at their own pace or if they are unable to attend the in-person training. They recognized the need for a comprehensive content authoring tool that empowers employees to learn at their own pace with easy access to learning content at their fingertips.

ELB Learning provided various solutions for employee development at Carter Credit Union. They knew that one of the keys to any successful Training platform was to keep things fun and engaging. Using The Training Arcade® games to keep things competitive was a great tool to incorporate into continuing development, while not having the stereotypical, boring, and yet, required training. Their strategy was to use Lectora® and The Training Arcade to create tests that allowed individuals to determine any knowledge gaps and identify personalized areas of improvement, instead of standardized classes that are not as targeted since everyone maintains a varied level of knowledge. 

Using MicroBuilder in the Rockstar Learning Platform, Carter Credit Union developed microlearning modules for multiple departments to study and focus on those identified areas of knowledge gaps, including modules on lending basics, vault operations, and front-office procedures. Employees were then re-tested and were able to have successful benchmarks of growth for themselves, resulting in more confident and successful employees. Leveraging MicroBuilder’s AI capabilities, including the AI content generation and AI avatars, allowed them to efficiently build training modules from existing material and integrate quizzes for interactive learning. These microlearning modules, being concise and easy to understand for employees, serve as practical, time-saving tools for the organization. 

MicroBuilder has been a tremendous success for Carter Credit Union in helping to keep procedures more uniform and consistent across staff, varying in different states. Employees feel more empowered to have training at their fingertips, resulting in more confident and successful employees, while also increasing employee retention for the Credit Union.

Since adopting MicroBuilder, Carter Credit Union has achieved impressive results across its training programs:

• Module Completion: Over 1,800 modules were completed by employees in 2023, and over 1,000 modules have already been completed in 2024, averaging 147 completed modules per month across all departments.
• Proficiency Growth: There was an average of 45% growth in proficiency among Contact Center employees.
• Product Knowledge Accuracy:
  • Employees scored an average of 86% accuracy on Checking Account Product Knowledge modules.
  • Employees scored an average of 79% on the Savings Account Knowledge and Business Account Product Knowledge modules.

Initially used for testing and assessments, MicroBuilder has evolved into a vital content authoring tool for Carter Credit Union, enabling them to transform existing material into engaging microlearning modules and create new training content from scratch. This development has resulted in a comprehensive training library that supports a broad range of topics for all departments across the organization. Overall, Carter Credit Union has observed significant improvements in employee knowledge and skills, with staff demonstrating growth in their careers thanks to access to these invaluable training resources.