The Challenge: Making training scalable, current, and more engaging
HomeTrust Bank’s commitment to operational excellence and customer satisfaction depends on strong employee training. With a large and diverse team, along with products and processes that continue to evolve, the bank needed to ensure staff were prepared, efficient, and confident in their roles.
Michelle Pressley, Senior Retail Learning Specialist, oversees onboarding and ongoing education for staff, especially within the customer care division. Her team needed to create training that was effective, scalable, and flexible enough to keep up with changing processes.
Before iorad, onboarding new customer care agents could take up to six months. That long ramp time delayed new employees from fully joining the team, increased pressure on internal resources, and slowed productivity.
Training updates were another major challenge. The team relied heavily on training videos and content that often required manual edits, especially when voiceovers needed to change. Every product update meant the team had to adjust or re-record training content, which delayed the release of accurate materials.
“We were spending too much time re-recording videos and editing tutorials. It was incredibly resource-intensive and delayed our ability to release updated training content.”
The team also wanted a more active learning experience. Traditional video tutorials gave employees information to watch, but they did not give them a way to practice directly inside a workflow. Michelle needed a solution that would improve engagement, reinforce retention, and help employees apply what they learned in real-world scenarios.
The Shift: Moving from passive videos to interactive tutorials
To address these challenges, HomeTrust Bank integrated iorad’s interactive tutorial platform into its training process.
With iorad, employees no longer had to rely only on passive video content. They could actively click through product workflows and follow step-by-step guidance in a simulated, hands-on environment. This gave learners a more practical way to understand the process and build confidence before applying those skills on the job.
iorad also made training content easier to maintain. Instead of manually updating or re-recording videos every time something changed, Michelle’s team could update tutorials in real time. That helped ensure employees always had access to accurate materials that reflected the latest product and process updates.
The team embedded iorad tutorials into HomeTrust Bank’s existing learning processes, making training more engaging while keeping content centralized and easy to access.
The Outcome: Better engagement, retention, and employee confidence
Since adopting iorad, HomeTrust Bank has seen measurable improvements across its training program.
Employees became more engaged because they could actively participate in the learning experience instead of only watching content. The hands-on format made training feel more useful and relevant to their daily work, which helped support higher course completion rates.
Michelle also noticed stronger learning retention. Because employees practiced workflows as they learned them, they were better able to recall and apply the information later in practical situations.
Feedback from employees was overwhelmingly positive. The interactive format helped learners feel more confident using the bank’s systems and more satisfied with the overall training experience.
Why it worked: Active learning that keeps pace with change
iorad worked for HomeTrust Bank because it solved two connected problems at once: training needed to be more engaging for learners and easier to maintain for the team creating it.
Interactive tutorials gave employees a way to practice tasks directly, which supported better understanding and retention. At the same time, real-time updates allowed Michelle’s team to keep content aligned with product and process changes without recreating entire videos.
This helped HomeTrust Bank create a scalable training model that could grow with the organization while maintaining a consistent, high-quality learning experience.
Looking ahead: Scalable training across evolving teams and processes
As HomeTrust Bank continues to evolve its products, processes, and employee training needs, iorad gives the team a flexible way to keep learning content current.
Instead of letting training become outdated or creating delays with manual video updates, the team can quickly update and expand tutorials as needed.
The result is a training experience that is more interactive, more scalable, and better aligned with how employees actually learn and apply new skills.