Case Study: Humana

My content design solution that saved the business approximately $30,000

This was a large technology based project in which I was placed in the lead Content Design role. I was brought into the project to take over for another designer who was moved to another project. Some content had already been created, but there wasn’t much of a plan. I was asked to create a plan and execute it.

The business had a need for well-designed content that would help train their users (associates) on a new system, which was intended to replace an old system. The users loved the old system and were apprehensive about the new technology. Many were not using it at all OR were making many mistakes in the new system.

After reading through existing content, conducting research and meeting with stakeholders, I developed an entire training/content system that would better familiarize users with the new platform AND would be more fun to learn due to adding interactivity, or a hands-on component instead of being all facilitator taught.

I used ideas from the Matrix movie series to guide the training to give it a story-like quality, knowing humans relate well to stories. I used gamification, visuals, and hands-on learning (in a test environment) as well to help reinforce learning and help users feel more comfortable using the new system.

I also added an accessibility component to the CBT’s, ensuring I added closed captioning and used content that didn’t rely on color or graphics to help someone understand the information.

Due to making the entire first day of training be fully self-guided, my design saved the business money and time. Users felt more comfortable using the new system, but we also learned that the old system was so reliable, that it was determined it would stick around as a back-up to the new system in case of a failure.