Remember that time when the technical training was so good the support desk had nothing to do?

Northwest Community Credit Union

Case Studies

Northwest Community Credit Union was founded in 1949 and remains a member-owned, not-for-profit organization with branches throughout Oregon. Northwest Community is a great example of our success in embedding ourselves in our clients’ workplace in order to produce the most effective, results-driven experiences for our clients and their learners. 


Northwest Community Credit Union needed a database learning solution for their new LoansPQ system, a web-based consumer loan management application that allows effective cross-sell of loan products to consumers. This learning experience we created introduced the concept of computer-generated loans and to provided practice using the new loan system and included two-hour webinar sessions with supporting materials.

The timeline was aggressive—six weeks from concept to completion. We partnered very closely with Northwest Community to ensure content integrity and a smooth roll-out.

The results have been phenomenal. We initially set up a ‘war room’ to prepare for what we assumed would be a flood of support calls as our staff went live with the new system. But it was almost a non-event! We answered fewer than 20 calls a day, although we were prepared with four full-time help desk staff members. The training and the supporting materials provided were a key component to the success of our launch. We hit this one out of the park!

Program manager

eXperience Culture

Northwest Community Credit Union needed to roll out a new training program designed to empower employees to deliver consistently delightful experiences to members, have better conversations more often among branch staff and managers, and improve the effectiveness of their decisions.

This learning experience focused on demystifying the complexity of bank regulation that is added to the industry—layer after layer, year after year—so that staff members can help customers feel more comfortable with the risk and regulation inherent in banking. The program involved a series of sessions with managers and assistant managers, who participated in the session and then shared it with their staff members.

We had very positive feedback from manager sessions. They are really excited. It opened a lot of doors and opened people’s eyes to eXperience Culture. Idea Learning Group introduced a lot of fun techniques, and with their experience working with other industries and clients, they were able to translate the information to our environment and our strategy. Working with Idea Learning Group was the strategic partnership we needed to jump-start our program.

Program manager

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