Customer Authentication Scenarios

Context
Enterprise Financial Services

Scope
Customer Authentication Training

Scenario-based training image at a bank counter labeled “Acme Bank,” introducing “Scenario 1: Known or Not?” for customer authentication decision-making.

Design and development of scenario-based learning focused on customer authentication, informed directly by learner performance data. Instructional decisions were guided by instructor-identified error patterns and concepts learners consistently struggled to apply in real-world situations.

Scenarios were developed collaboratively with instructors and subject-matter experts to target judgment gaps, reinforce correct decision-making, and align learning experiences with frontline operational realities.

IMPACT:
The resulting scenarios strengthened practical judgment, improved application of authentication standards, and increased instructional relevance by aligning training content with real-world learner challenges.

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