The Challenge
Agents and brokers play a critical role in helping consumers enroll in health coverage through the Marketplace. Each year, they’re required to complete CMS-approved training to stay certified. However, traditional e-learning formats often feel overly dense, compliance-heavy, and disconnected from the real decisions agents face every day.
With major policy updates, CMS needed a refreshed training solution that would help learners quickly absorb changes and apply them in real-world situations.
The Concept
I re-designed and developed a modular training program in Articulate Storyline 360 that delivers policy updates, reinforces critical compliance points, and prepares agents to support consumers with confidence and accuracy. The training emphasized interactive decision-making, scenario-based learning, and plain-language explanations of complex topics.
Each section was structured to simulate common enrollment situations, reduce cognitive load, and offer immediate, policy-aligned feedback—transforming passive learning into practical application.
My Role
Instructional design and content strategy
Storyboarding and scriptwriting
Storyline 360 development and logic programming
SME coordination and policy validation
QA testing and accessibility review
Key Features
Scenario-Based Learning: Agents work through real-life enrollment scenarios that reflect the most common and most complex use cases.
Interactive Knowledge Checks: Immediate feedback reinforces correct actions and clarifies misunderstandings, tied directly to Marketplace rules.
Modular Design: Each topic is self-contained and easy to revisit.
Accessible UX: Designed with compliance in mind, with keyboard navigation, closed captioning, and screen reader support.
Policy-Driven Content: Every scenario and answer option maps directly to CMS guidance.
Next Steps
Expand the training with new modules focused on themes from the post-training survey.
Integrate learner analytics into CMS’s LMS to track completion and performance trends
