USAA Curriculum Design

I completed this work for USAA through NIIT. Because it is protected by an NDA, I’ve removed confidential content, interfaces, and deliverables.

Overview

Goal

Create clear, practical digital experiences that helped banking and insurance representatives understand complex information, make the right decisions and confidently guide members through each next step.

Role

Learning Content Designer

Tools

Articulate 360, Microsoft Office

Timeline

September 2016 – February 2022

During a six-year engagement with USAA, I designed and maintained digital learning for employee certification, helping representatives understand complex information and apply it during phone conversations with USAA members.

The Problem

What Learners Needed to Know

Representatives needed to understand the different responsibilities, products, and policies they'd help members with over the phone in their day-to-day.

While the representatives had access to a knowledge repository, they still needed to know:

What questions to ask
Which details mattered
What to do with each answer
What to say (and what not to say)
Which steps came next

Why This Work Mattered

Impact at Scale

Contributed to more than 20 interactive content experiences
Supported training used by 10K+ employees
Earned client-satisfaction scores above 90%
Supported six annual contract renewals
Created reusable guidance for more than 15 designers
Received Employee of the Month recognition
Went toward maintaining USAA's high-ranking customer satisfaction
Increased revenue for NIIT

My Role

What I Did

Organized complex information around representative needs and day-to-day decisions
Wrote scenarios, dialogue, instructions, button labels, decision paths, knowledge checks, hints and feedback
Created guided simulations that broke unfamiliar processes into manageable steps
Partnered with subject-matter experts, designers, developers and quality assurance to resolve conflicting information and refine the experience
Reviewed content for clarity, accuracy, consistency, accessibility, compliance and functionality

What I Learned

Clear writing is only part of creating a good experience. I also had to understand what people already knew, what they needed to accomplish and where they might get stuck

This work gave me language for what I naturally like to do, including listening to people, untangling complex information, and organizing it into an experience that helps someone move forward with important processes

Next Steps I'd Take

I would test the workflows directly with representatives and watch where they paused, misunderstood something or chose the wrong path. Then I’d use what I learned to make the content even clearer.