GENERAL DAMAGES EVALUATION TRAINING
Lead Instructional Designer & Project Manager
Nationwide retraining for claim handlers
The need
Inconsistent damage evaluations were creating risk and rework. Existing training was fragmented, policy-heavy, and no longer reflected how claims were processed. The business needed a fast, standardized approach without pulling handlers off the floor for long periods.
My focus
Diagnose where inconsistency came from and design support for real-time decision-making, not more information delivery.
key design principle
For complex, high-risk tasks, scaffold decisions and embed support in the workflow rather than expand formal training time.
What I Did
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Conducted analysis with legal, SMEs, and frontline staff to identify interpretation, not knowledge, as the core gap.
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Reframed the solution from “course” to a blended performance model.
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Designed scenario-based eLearning for judgment practice, not key term recall.
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Built desk-side reference tools mapped to workflow for just-in-time use.
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Piloted modules early and iterated in short cycles to meet a compressed timeline.
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Enabled rollout through train-the-trainer sessions and facilitated calibration discussions.
Result
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Standardized evaluation approach across regions.
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Adjusters reported higher confidence applying criteria.
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Managers observed more consistent claim rationale and fewer routine escalations.
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Program deployed on schedule despite stakeholder constraints.
Reflection
This project reinforced the importance of designing for applied judgment in high-variance roles. Moving away from information delivery toward guided decision-making enabled faster adoption and reduced stakeholder concern about time away from work.