Articulate Storyline 360

Humana

60 Hours

Executive Summary:

I have developed a series of e-learning micro-courses to address the needs of Humana members who obtain correct information from contact center associates while calling for ID cards. Responding to the need for more personalized instruction on how the associates can conduct the necessary procedures to assist the Humana member. I have produced scenario-based experiences with graphics that represent the contact center climate.

Challenge:  To streamline the issuing of member ID cards via contact center

Humana is a health insurance organization. It was founded as a nursing home company in 1961, but turned to hospitals a decade later. Humana has been a national health insurance company player. It currently has more than 59,000 employees located in Louisville, Kentucky. Humana is listed as an S&P 500 company in NYSE with more than $48 billion in sales.

At the beginning of the annual enrolment period, the management of the Member ID Cards training has always turned into a real headache. Departments had to spend a lot of time and resources dealing with this issue, while members called in to ask questions about their ID cards. Humana decided to find a way to simplify the training of contact center associates and to streamline the issuance of cards to Humana members.

The development of a comprehensive training experience, which has been delivered to more than 9,000 contact center associates, to allow associates to obtain training and post-evaluation, has proven to be the best choice. Associates and leaders were provided with links to training materials and a quick refresh video tutorial created at home, but indicated that they found the training confusing and had trouble prioritizing training materials.

Solution Criterion:
To address this challenge effectively, I needed to develop a series of courses that would provide contact center associates and leaders with an overview of the ID card ordering process as used at Humana. All preparation will need to be stored in the LMS as well as separate LMS learning libraries for leaders and associates. Since the audience members were contact center representatives making live calls, I would have to restrict the time commitment needed to complete the training.

Selected Criterion:
In order to overcome these challenges, I have developed an E-Learning course in Articulate, which gives learners an overview of the ID Card ordering process and then guides them through each stage of the ID Card ordering process as used in Humana. For the final evaluation, I used a series of scenario questions to direct learners through a fictional team’s ID card phase and asked them to choose the best choice for a set of scenarios that a typical Humana member could face, such as having associates give incorrect information.

Design and Development Process:
I consulted with ten subject matter experts at the company to determine the most significant needs of the teams and used the SAM system to create initial versions of my script and storyboard, which were then updated on the basis of input from subject matter experts. After I received signed off on the storyboard, I created an MVP version of the course in Storyline and got feedback from a small group of users. This feedback helped me build the latest version of the course, which is currently being rolled out to teams.

Challenges:
Time constraints have been a major concern for this project. In keeping with the vision and mission of the organization, it was important that this course not impede the ability of the associate to respond to incoming calls to assist the members of Humana. I went through a special QA round to ensure that the course meets the time criteria, but the process ultimately made me more thoughtful about my UX choices and taught me some new Articulate tricks that I could use to make sure my courses are open to all learners. Another difficulty was to get visuals that would correctly reflect my audience. To do this, I curated the Envato Elements photos and collaborated with the graphic designer Cheyenne Baird-Morris to create the original artwork.

Post Assessment:
This course was launched in November 2020 as part of the new on-boarding phase for Humana’s annual enrollment period. After that, learners  complete a post-evaluation behavioral survey designed to capture their current level of confidence and knowledge on ID Cards. Learners will receive access to the course in their contact center learning library and take the same assessment every month after taking the course so that KPIs can be assessed.

Section 1: Project Overview

Project: eLearning Course on Member ID Cards

Project Description:

Humana is a for-profit health insurance company. In 1961, it was founded as a nursing home company, but a decade later it turned its focus to hospitals.

Objectives:

Company Objective: 

Improve learner’s confidence in using training documents to assist members.

Project Goal:

Learners must learn how use training documents for procedures and execute the procedure to assist the member with ID Card inquiries.  

Performance Objectives

• Given a work scenario, post assessment identify an appropriate task Objective and set post assessment scores with 60% accuracy

Section 2: Audience Overview

Roles

Project Lead: Jazmine Reynolds, Instructional Designer & eLearning Developer

SMEs:   Anonymous

Audience:

All Humana Participants

Audience Profile and Needs:

Participants are highly educated and familiar with eLearning training materials.  73% have at least one year of contact center experience and 46% have more than five years of contact center experience.  They are comfortable with online learning but do not have a lot of time to devote to the training. They need a course which can be deployed 100% remotely. 

 Audience Strength and Location:

There are 10,000 contact center participants spread out across the continental US, and Puerto Rico.  

 Project Budget: $0                                                                                                  

 Completion Deadline:

New training must be rolled out by mid-November 2020

Other Constraints: 

The training must be completed asynchronously and must be compatible with the Cornerstone LMS platform.  

Section 3: Data Collection

Data was collected from the following sources:

Audience Members: Survey

Managers were surveyed about their current role on the Contact Center team and asked to rate their confidence in 4 key areas:

• Prioritizing training
• Adapting training to changing Humana drug plans
• Negotiating with their team to use training materials for procedures

 Subject Matter Experts-

Some SMEs provided insight about their experience using eLearning Micro learning in corporate environments and provided documents to help guide participants in their understanding of the process

 Existing Materials:

I also a PPT presentation for new participants outlining the framework and two visual aids explaining the roles of Instructional Designer and Subject Matter experts.

Section 4: Data Analysis

This section summarizes the analysis of the data collected by answering the following key questions:

• What are the biggest challenges for new associates executing learned procedures to help Humana members?
• What improvements need to be made to previous training?

Learners wanted help communicating with Humana members, refining their procedural knowledge and communicating that knowledge to the member. They were dissatisfied with the initial training because it was too general and did not do a good job reflecting them as an audience.

Section 5: Recommendations

The new training should be narrowly tailored to the new performance goals of the learners and should reflect the organizational culture at  Humana. 

Training Solution: 

 Participants will take an eLearning course on assisting Humana members with ID cards.

Supporting Goals:

• Review Training Planning strategies
• Identify techniques for refining training backlog

Section 6: Conclusions

Based on the project requirements and cost-benefit analysis, the following training option seems to be the best fit to achieve project goals:

 Delivery Method:

Online asynchronous training through company LMS.

Continuing Post-Training Performance Support:

Behavioral post assessment survey will be delivered after training to assess how learner’s experience with training topics such as member ID cards has improved. Customized micro modules for contact center leaders and subject matter experts will also be developed and delivered via LMS.

ID Cards Refresher 

Post Assessment ID Card Overview

Average Score: 70%

# of learners: 9,884

Avg. Time Spent: 4min

Avg. Knowledge: