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USAA: Finance & Insurance Curriculums

Making complex banking & insurance-services training clearer and easier to use

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

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

Overview

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

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

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What I did: 

I gathered information from source materials and subject-matter experts, then organized it around what representatives needed to understand, decide and do.

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I wrote instructions, questions, decision paths, system simulations, realistic member scenarios, hints and feedback.

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I also worked with designers, developers, quality assurance and subject-matter experts to make sure the content was clear, accurate, consistent and compliant.

Why This Work Mattered

  • 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

  • Organized complex information around representative experience and needs

  • Wrote scenarios, dialogue, instructions, button labels, knowledge checks, hints and explanatory feedback

  • Created guided simulations that broke unfamiliar processes into manageable steps

  • Worked with subject-matter experts, designers and quality-assurance partners to resolve conflicting information and refine the experience

  • Reviewed content for clarity, accuracy, consistency, accessibility 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. 

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