Research & Collaboration
Learning About the Subject:
Coming into this project, I had no prior knowledge of umbrella insurance. To bridge this gap, I relied on:
Met with Subject Matter Experts (SMEs): Gained insights into the product, processes, and possible member interactions.
Read Knowledge Base Articles: Looked through existing resources to understand the basics of umbrella insurance and see how employees were using the information in practice.
Reviewed Example Modules: Reviewed previous training modules to understand USAA’s brand language and preferred learning methods.
Team Collaboration:
When meeting with SMEs, I made it a priority to:
Cultivate strong relationships early on, fostering an environment of open communication.
Organize feedback using color-coded notes, allowing for easy tracking of responses and identifying potential follow-up questions.
Appoint a lead SME to resolve any conflicts or discrepancies in feedback.
Overview
The goal of this project was to create a comprehensive, updated curriculum to train new insurance representatives about USAA’s umbrella insurance processes and how to properly assist members effectively over the phone.
Project Duration: Approximately 6 months
Role: Content Designer, Instructional Designer
Client: USAA (via NIIT)
Tools Used: Articulate Storyline 360, Microsoft Office, Zoom, Basecamp
Problem:
USAA recognized the existing umbrella insurance curriculum was outdated and no longer aligned with their new products and processes. The training materials needed a complete overhaul to reflect these changes and provide agents with realistic scenarios for handling member inquiries.
Why This Work Mattered:
This project showcased my ability to learn a complex subject, turn it into effective training materials, and collaborate across diverse teams. The curriculum's success supported USAA’s reputation for excellent customer service, and the continued partnership with NIIT validated the impact of our work.