First Tennessee Bank Return
CapitalStream Blended Learning Prepares Teams for Comprehensive Workflow

Project Summary

  • Industry: Banking
  • Target Audience: Commercial lending employees throughout the organization
  • Challenges:
    • New commercial lending system replaced several independent peripheral systems
    • All system users required retraining
    • Employees needed big-picture view of workflow and click-level view of role-specific tasks


  • Solutions:
    • E-learning that begins broadly and narrows to role-specific system functionality
    • Instructor- and SME-led training provides team-level workflow practice
    • Job aids provide support for tasks with limited audiences to conserve training time/effort
  • Results:
    • Prerequisite E-learning minimized time required in class
    • Classroom training time maximized by mixing job roles to model authentic system workflow
    • Training design successfully used with other banks undergoing similar change

Project Description


First Tennessee Bank, a leading regional bank based in Memphis, implemented the CaptialStream Commercial Lending software, internally called inStep, to consolidate peripheral systems and streamline their commercial lending workflow. This change represented a paradigm shift for all roles involved in the process; users not only had to understand the process, but also how the system changes the overall workflow and the detailed tasks performed at each phase.

As a result, the training to accompany the roll out of inStep needed to provide a "big picture" overview of the entire loan cycle in the new system as well as detailed task-level training for each unique job role involved with commercial lending.


Handshaw designed and produced a blended training curriculum for all inSTEP Commercial Lending users. The curriculum begins broadly for all users with navigation and overview information, then narrows to tailor to seven specific commercial lending roles as users continue through additional E-learning, instructor-led training, and job aids. Courses demonstrate worked examples of commercial loans end-to-end through the workflow, then allow hands-on practice on their own, as well as under the guidance of an instructor.

Design Considerations

Handshaw began by conducting an analysis, designing all curriculum phases, and building and testing a prototype with a group of target learners. The curriculum begins with a navigation E-learning course required for all learners, then continues to provide role-specific training for seven different roles in the commercial lending process. E-learning provides end-to-end demonstrations in inSTEP commercial lending, then provides hands-on practice, where learners are given loan scenario information and corrective feedback.

Most roles are then required to attend an instructor-led training session. Classes consist of a mix of roles and are attended by a line of business subject matter expert, allowing learners to gain a broader perspective of how the workflow progresses through the system among all roles involved, and providing perspective on how the change affects their current process. Instructors guide learners through more specific and complex loan examples than provided in E-learning, providing additional hands-on practice in a risk-free training environment.

Additional job aids provide on-the-job support for tasks that are less frequently performed or for tasks with a limited audience that are specific to a particular line of business.

Development and Implementation

Handshaw developed the E-learning modules using Adobe Captivate® and Lumenix® Developer. Courses are hosted and tracked in First Tennessee's LMS, MyPLAN. To prepare for the delivery of instructor-led training, Handshaw conducted a train-the-trainer session at First Tennessee Bank.


First Tennessee saw a reduction in the amount of classroom training required by using E-learning as a prerequisite. This in turn led to lower costs related to classroom training and minimized time trainees spent away from the job.

The time spent in class was maximized by mixing job roles to simulate lending teams and provide learners with an authentic representation of inStep's workflow. Class sessions were augmented by the presence of a facilitator and a subject matter expert.

First Tennessee has completed the rollout of the inSTEP Commercial Lending curriculum to all roles involved in the commercial lending workflow. First Tennessee is now providing the curriculum to new commercial lending employees. The successful design of First Tennessee's commercial lending training curriculum is now being applied in other organizations implementing a similar change.