State Specific Training

Update in-person training to interactive eLearning on state specific procedures.

While our phone agents generally handle the same group of states on a daily basis based on their location, we offer specialized training to our more advanced agents to allow them to handle calls on a countrywide scale. This specializing training is typically offered as an instructor led session. However, to help agents learn the material in a more engaging manner, the training was adapted into a self-paced elearning course. Once they had completed the full course, they would be prompted to take a quiz to test their knowledge. With a passing score, they would then be qualified to handle calls from that state.

To avoid sharing proprietary information, I have omitted confidential information in this case study.

Planning Helps with Progress


State specific course material was developed into an exploratory iPad format where agents could review topics at their own pace. Due to the free-form nature of the eLearning module, an outline was created to illustrate the paths an agent could take while exploring the various topics.

This material was developed with a teammate in a different office, so we had to work together to develop courses that were clean and consistent.

A mock-up of the eLearning was created using PowerPoint to understand the layout and order of the final course.

The eLearning course included interactive games for agents to test their skills and call clips to listen to real life examples.

A reference guide was created for each course for agents to use while handling these states on phone calls.

Handwritten diagram outlining a project workflow, including sections for start page, welcome message, menu with activities, coverage information, network elements, and COVID-19 scenarios, with arrows indicating process flow and notes on specific features. 
Written outline of the course content.
Screenshot of an iPad with two options: 'Maryland Quick Quiz' and 'Continue to HOME', and a sticky note explaining that if the agent skips, it will be found in the Activities section.
Three tablets display a quiz app interface with a woman in a polka dot dress, with different gestures and speech bubbles, against a background of a flag and a blurred scene. 
These images illustrate the difference between the PowerPoint mock-up and the final eLearning course.
A digital screen with six profiles of people involved in a scenario, each with a green border and labels: Daughter Lilly (15), Officer Dan, Coach Joan, Coworker William, Neighbor Steve, and Aunt Sharon. There are buttons labeled 'group' and 'submit,' and a small map of the United States in the bottom right corner.
Screenshot of an educational app or presentation on FR-19 call examples, showing a list of options including Explanation, Importance, PLOG, Processing, and Call Examples. The main focus is on Call 1, which has a description box explaining its purpose. 
Illustrations of two of the interactive components of the eLearning module.
Close-up of multiple pages of a Maryland MD Call Sharing Quick Reference guide, including sections on Maryland FR-19, body injury liability, and must-know policy information. 
Reference guides have everything that agents need to know right at their fingertips.