Responding to the increased need for online services in connection with the pandemic, Eduportal was created, which is available on the Bank’s website at www.bankmillennium.pl/pierwszykrokonline and directly from the main page in the “Support” tab. In parallel, the “First Step Online” campaign was created, encouraging users to take advantage of digital channels. Short video clips are an important part of Eduportal. They are different from the previous instruction videos, because they feature live consultants, who explain the basic processes in a clear and accessible manner. The presence of a live human is intended to break down barriers for those users who prefer personal contact and dislike “automated” or “remote” elements. We selected actors with friendly faces, warm and peaceful voices to explain slowly, step by step, how to start using Millenet and the mobile app.