Case study 04
Training the first tool of a new platform
A learning path for registering clients, the step everything else in a new insurance platform depends on
Before
Aon was replacing several legacy systems with one integrated platform for commercial insurance broking: client management, policy setup and invoicing, payments, servicing and claims, and reporting. Each country went live at a different time, with different features.
The client registration tool came first, and everything after it depends on it. Policies, invoices and claims all hang off the client record, so a mistake there spreads downstream. Clients have parent and subsidiary structures, belong to different segments, and need due diligence checks before they can be set up.
Client record
Parent and subsidiary structures, segments and due diligence checks
- Policies
- Invoices
- Claims
Everything after client registration hangs off the client record, so a mistake there spreads downstream.
My part
I owned the learning path for the client registration tool in three European countries, for insurance brokers and the teams who set up clients. The programme set the scope of each course; I designed and built them. Training sat in the pre-deployment phase, alongside testing and before data migration and go-live.
What I built
- The learning path, about 10 courses in all: modules in Articulate Rise, software simulations and job aids, with video edited in Premiere Pro and Clipchamp and images in Photoshop.
- Support sites in three languages. I managed the translation of the SharePoint support sites for three of the programme’s seven applications, proofreading and formatting the machine-translated content for publication.
- A project anyone could pick up. I organised the work in SharePoint in four folders (Inputs, Raw files, Project and Exports), so anyone in the team could find the source, the working files and the finished versions without asking me.
Decisions
Build for handover from the start.
The folder structure meant the project never depended on me alone. It was the lesson I took from Allianz.
Results
Delivered
- A complete learning path of about 10 courses for the client registration tool.
- Support sites translated into three languages.
Not measured
- My contract ended before go-live, so I didn’t see the results in use.
What came next
A colleague’s screen-capture tool showed me how much faster simulations could be built. It was one of the reasons I started building my own authoring tools, which became Clix Studio.
Recreated for Meridia Health, a fictional medical-device company, with invented data.
Try it
Creating a customer site in FieldPro is the same kind of learning path, recreated for Meridia Health across three countries.