Having a straightforward and intuitively organized Digital Academy (a.k.a. DA or Academy) will allow customers and staff to find solutions more quickly and easily.
It all comes down to how you organize your content (demos and video tutorials) within categories.
Your categories will vary depending on your institution, but there are a few best practices to keep in mind.
It’s important to note that a demo or video can only exist under one category.
Best Practices
Below are some guiding principles we’ve found work best. By no means is this the only way to organize your content, simply some tips and tricks we've discovered along the way.
More Tutorials = More Categories
Don't overcrowd your categories. If a category is starting to look too big, consider splitting it up.
We recommend an upper limit of 10-12 tutorials per category.
Have separate categories for mobile and online tutorials.
It's an easy way to initially separate content.
Exception - If a category only a few tutorials, feel free to include both online and mobile tutorials (see Business Banking in Examples of Categories and Tutorials below).
Keep related categories nearby. There are a few ways to do this:
Group categories that address the same (or similar) services
Category 1: How to do ___ online; Category 2: How to do ___ on mobile
Example: The categories "Pay Bills Online" could be followed by "Pay Bills on the Mobile App".
Group based on service channel (online & mobile)
You could have all of your Online categories first, followed by all of your Mobile categories.
Within a category, keep tutorials in an appropriate order.
Example - Don't put a the tutorial "How to Delete a Payee" before a tutorial on "How to Add a Payee".
Note - Beyond organizing categories, make use of linking together related tutorials.
Examples of Categories and Tutorials
Category | Tutorial |
Online Banking Services |
|
Mobile App Services |
|
Online Payments and Transfers |
|
Mobile Payments and Transfers |
|
Online Account Services |
|
Mobile Account Services |
|
Business Banking |
|