What Experience Has Taught Us
- We have a better understanding of the learner audience. Chances are that we’ve worked with similar learner audiences. This enables us to more quickly grasp the real-world context for the training need and effectively prepare learners for success in that environment.
- We know what works in terms of design. Our design toolkit for this industry is vast. It includes simulations, assessments, video scenarios, gamified practice, and more. We leverage these proven strategies when we curate a design for your program.
- We understand the stakes of working in a regulated environment. We have previous experience in juggling the constraints and requirements of a regulated environment. We also know how to work within those parameters to create a positive learner experience for your audience.
Case Study
PRI
We’re proud of our work in the insurance industry and strive to design the optimum solution to meet the unique needs of each learner audience. For Physicians Reciprocal Insurance (PRI), that audience was busy physicians who required training to be insured against malpractice.This award-winning program covered complex topics such as clinical reasonning and diagnostic errors. The high level of learner expertise demanded an equally expert learning experience.
Elevating Learning in the Insurance Industry
The most common training needs we’ve seen in the insurance industry include compliance and risk management, customer service and other soft skills, and effective onboarding for retaining and upskilling talent. Our approach to design and development effectively targets these needs as well as other emerging challenges by focusing on learner performance and the real-world context for that performance.
Insurance Industry Needs
Successful insurance employees need to learn a combination of technical and soft skills and also be given ample opportunity to practice and grow those skills. Recent talent shortages have shown that it’s more important than ever for insurance companies to offer opportunities for career growth and effective training.
Organizational Needs
- Regulatory compliance with federal, state, and local laws
- Data privacy and security
- Underwriting topics such as risk assessment and claims handling
- Product knowledge on the features and benefits of various insurance products
- Sales and customer service to build strong relationships and resolve concerns
Learning Needs
- Adoption of compliant practices and behaviors
- Domain knowledge on complex and technical topics
- Decision-making and analytical skills applied to real-world situations
- Interpersonal skills to better support customer success
Industry-Specific Solutions
Insurance employees, including underwriters, claims adjusters, customer service representatives, leaders, and managers, all need training with focused learning objectives and targeted practice opportunities to improve their understanding of insurance principles, product knowledge, regulatory compliance, risk assessment, and claims processing.
Learning Solutions
- Code of conduct training that teaches critical thinking and decision-making by recasting scenarios from different perspectives
- Onboarding learner journeys that provide both new hire orientation and ready reference on HR and compliance topics
- Customer microsimulations to align practice with organizational procedures and improve customer satisfaction
- Decision tree app to reinforce processes for complaint handling
Learner Outcomes
- Reduce organizational risk while increasing learner confidence
- Strengthen learner accountability to build a culture of compliance
- Accelerate time-to-competency for success in new job roles
- Strengthen the overall employee experience
- Improve procedural compliance with SOPs
- Boost customer satisfaction metrics
Upskilling and Change Management
With so many changes impacting the insurance industry—such as dramatic weather events, economic fluctuation, and the introduction of new technology—companies need an efficient way to provide employees with the new skills they need to adapt. This article discusses five instances when upskilling is an appropriate strategy to help manage change.
