Case study
Software Simulation for Insurance Company
The Problem
Westland Insurance was rapidly expanding by acquiring and integrating new branches across Canada. However, these branches were using different types of Broker Management Systems (BMS), leading to workflow inefficiencies, inconsistent processes, and integration challenges. To solve this, Westland initiated a transition to a single cloud-based BMS platform.
Project Objectives
- Support the client through their transition to a new insurance and brokerage software by providing training expertise and materials.
- Work with the client to understand the functionalities of Acturis software.
- Create learning content leveraging best practices in Adult Learning Principles.
Solution
Recognizing that people need time to make a change, Change Management and Training implemented a phased learning strategy to support the transition. Training was implemented in 8 waves over the course of 3 years. I created a series of e-learning courses that emerged learners into an interactive, simulated environment where they could learn and practice at the same time. Learners interact with the software as they would in their real work, and they are walked through different scenarios with step-by-step guidance. I also created and facilitated instructor-led training, that were meant to focus on more complex insurance scenarios.
Result
Over the course of 3 years, the phased training program helped more than 1,800 insurance brokers move smoothly onto the new software platform. At the same time, our team created scalable learning materials—including interactive walkthroughs, scenario-driven modules, and self-paced practice labs—to give the internal training team the tools they need for long-term onboarding and ongoing support across the organization.