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 .”
26 March 2025