Describe before demonstrating

Ask what the participant wants to achieve and what they can currently see. Give one instruction at a time, using current guidance rather than remembered interface labels. If a visual demonstration would help, show a sample device. Reaching for the customer's phone may solve the immediate step while hiding whether they could repeat it later.

Agree an exception carefully

Some participants may request assistance needing a different approach. Ask permission, define the exact action and return control promptly. Do not handle passwords or verification codes as part of informal coaching. After help, ask the participant to repeat a safe equivalent task themselves. The aim is a learning relationship in which the customer feels capable.

Imagine this

Hypothetical programme scene

Hypothetically, a customer struggles to explain a portfolio order. The trainer arranges a sample on their own screen while the customer makes corresponding decisions on theirs. The customer leaves understanding the arrangement rather than simply possessing a finished profile.

Make it practical.

Use this checklist as you read. Checks are not stored.

Published by Tap Tap Go. Product availability and eligibility vary by programme and market. About our stories.