Capital One: “Ready, Set, Bank – Online Banking Made Easy”

The challenge

In 2015, less than half of the older adults who were online used online banking services, and only fourteen percent used mobile banking. Capital One Financial Corporation wanted to transform the way older adults manage their finances and engaged OATS as a partner to help create a new educational program designed to encourage seniors to better understand and more actively embrace the benefits of online and mobile banking.

The strategy

Create a video-based learning experience for seniors that could be used in various settings across the country that would effectively address their concerns about banking online while also teaching them the digital skills needed to conduct online and mobile banking, in ways that are specifically relevant to older adults.

The solution

OATS worked closely with Capital One and Grovo, a workplace learning innovator, to design a curriculum to address the issues of concern to seniors related to online banking and teach them the skills they would need to be successful. The “Ready, Set, Bank: Online Banking Made Easy” course provides a series of over 60 videos and lesson plans that explain online and mobile banking basics and addresses specific concerns relevant to older adults, while at the same time providing real-life examples to help motivate seniors to bank online. In addition to the video platform, OATS created the structure for instructor-led experiences in community settings and bank branches and the supplemental materials for trainers and participants in these settings. The program launched nationally in August 2016 and is currently offered in OATS financial security programming at community sites and in bank branches around the country.