Impact of consultant role for claims instructional designers

Abstract

In April 2017, a reorganization American Family Insurances' Talent Development department occurred, omitted a dedicated consultant role for the Claims Talent Development team. Because of this, other, partially dedicated positions were completing training consultations and claims instructional designers were having to further clarify project information and expectations with business partners to be able to design training materials and courses. This increase in consultation conducted by instructional designers reduced the amount of time available for instructional designers to design and create learning resources and classes needed to meet client needs. In January 2019, the claims talent development team added a full-time consultant role to alleviate this issue. By analyzing data from time reports from 10 weeks prior to and after the addition of a dedicated consultant role, and interviewing instructional designers within the Talent Development department, this study determined the addition of a full-time consultant role to the Claims Talent Development team reduced the amount of time claims instructional designers spend consulting new projects resulting in an increased time dedicated to actively creating learning resources.