DESJARDINS
Most banks maintain separate tracks for technology testing and staff training, with employees learning new systems through formal training programmes after development completion.
Desjardins has developed a different model. The institution created a voluntary preview feature where employees test new functions before public release, combining quality assurance with practical experience for customerfacing staff. This approach represents a departure from standard banking technology implementation methods.
“ We give our employees the opportunity to test new improvements and functions 4-8 weeks before our members,” says Mathieu.“ This helps us improve functionality and ensures our client-facing employees understand new features before they launch.”
The initiative now involves 17,000 staff members, representing 30 % of Desjardins’ workforce. These employees serve as both testers and advocates for new digital services, providing feedback to development teams while gaining practical experience to support member adoption.
“ We implement over a hundred new solutions and improvements every year,” says Nathalie.“ While it’ s a highly technological transformation, it’ s also very human-centric, as we need our employees’ support to help our customers transition to digital.”
The evolution of mobile banking As is the case for most institutions globally, mobile banking applications
“ We focus on financial empowerment – the capacity of a member to manage their dayto-day finances with an approach to reach their unique goals”
NATHALIE LARUE, EXECUTIVE VP PERSONAL SERVICES DESJARDINS
now serve as the primary channel for customer interactions at Desjardins.
The co-operative has redesigned its mobile services to handle transactions previously requiring branch visits or telephone banking while maintaining access to personal support when needed.
“ Today, the vast majority of our members’ day-to-day financial product needs and services are met online, from product acquisition to ongoing services, through intuitive and automated digital solutions,” says Mathieu.
“ Our members can manage their own banking operations independently, but when they need help, they can easily connect with a teller or advisor, either through their device or over the phone.”
166 April 2025