Overview
A top-5 U.S. health insurer needed to modernize training across multiple lines of business and states while rolling out a new core administration platform. Many curricula were years out of date, SMEs had limited availability, and classroom-first modules weren’t engaging modern learners. Firstsource implemented the SARA Instructional Design (ID) co-pilot to accelerate content creation, reduce SME load, and produce personalized, state-specific training at scale, all without adding headcount.
The Challenge
The client faced multiple obstacles that made timely, high-quality training development
increasingly difficult:
- Outdated curriculum: Several training modules hadn’t been refreshed for years, increasing operational risk as regulations and processes changed
- Heavy SME dependency: Designers required multiple deep-dive sessions with SMEs (typically eight–nine touchpoints), creating a major bottleneck.
- Need for state-specific content: The new core administration platform required customized training for each state the client operates in.
- Low learner engagement: Traditional classroom modules weren’t resonating with newer employees who prefer multimedia, microlearning, and personalized experiences.
- Scale within budget: Client wanted faster, higher-quality training without expanding teams or hiring costly external resources.
How We Made It Happen
We implemented an AI-driven instructional design approach that accelerated content creation and improved training quality.
- Deployed SARA ID co-pilot: Firstsource ingested transcripts, SOPs, slide decks, videos, audio, and other documents into SARA ID to extract core content quickly.
- Auto-generated storyboards: SARA ID produced structured storyboards aligned to learning objectives in minutes–hours instead of days–weeks, forming the foundation for modules.
- Enabled multi-format outputs: Designers used SARA ID output to build eLearning, microlearning, video scripts, classroom role-plays, simulations, and gamified assessments.
- Minimized SME touchpoints: SME involvement was cut to two sessions (one for input, one for review) from eight–nine, reducing SME time by roughly 75%.
- Built state-specific modules fast: The AI-assisted workflow allowed rapid customization for each state’s regulatory and operational requirements during the core platform rollout.
Conclusion
By combining SARA ID's AI capabilities with Firstsource's instructional design expertise, the client transformed training development from a resource-intensive bottleneck into a strategic advantage.
The results: 50% faster content development, 75% less SME time, and accelerated competency, enabled the organization to keep pace with regulatory changes and scale workforce development without addingcosts. Learners are more confident, operations more consistent, and the client is now positioned to deliver superior member and provider experiences while maintaining the agility to adapt to future healthcare complexities.