Expert Knowledge Digitization
Client
Subsidiary of a Fortune 500 size insurance company specializing in excess underwriting
Skills
Interviewing, Project Planning, Video and Course Development
Challenges
Mastering the intricate details of excess underwriting to effectively engage in insightful interviews
Role
Hired as an outside contractor to lead the initiative, reporting directly to the CEO of the specialized department. In this role, I worked closely with an excess underwriter SVP to navigate the corporate structure and deepen my knowledge of excess underwriting intricacies
Tools
Articulate Storyline, Camtasia, SharePoint 365, Descript, Adobe Photoshop, and MindMap
Audience
Current and future underwriters who will benefit from the training framework developed through the digitization of expert knowledge
Professional Interviewing Skills
This is an example of a knowledge digitization interview. Specific sections of the interview have been shortened or removed to protect proprietary content
Internal Marketing Video Creation
Internal promotional video created to educate management. The video was scripted and designed by me
SharePoint 360 Layout Skills
I was responsible for the design of this SharePoint 360 Knowledge Center site, created specifically to host all the project content developed over a 3 year period. See design document here
Camtasia/Descript Video Process
The production process began with the utilization of raw video in Descript for AI transcription and editing. The next was adding intros/outros and supplemental footage (B-roll) using Camtasia. After this, the final videos were uploaded to SharePoint
Project Overview
The goal of the project was to conserve and immortalize the expertise and insights gained over time from experienced underwriters through knowledge digitization, ensuring the perpetuation of the organization’s underwriting methodology and continued success
My Role
I was brought in as an external contractor to lead this initiative, reporting directly to the department's CEO. A leading excess underwriter was designated to guide me through the company's structure and introduce me to the fundamentals of excess underwriting
The First Step: Oil and Gas Sector
I kickstarted the project with the Oil and Gas industry group. Independently, I arranged interview meetings with two of the most efficient underwriters and shaped an Articulate Storyline series of courses covering Upstream, Midstream, Midstream Distribution, and Downstream sectors. The positive response allowed me more decision-making freedom
Streamlining the Process: Transition to Video Interviews
To expedite our progress, I suggested using video interviews with experts instead of time-intensive individual interviews followed by online course creation. Using professional video services, we set up interviews in New York, L.A., and Chicago, establishing a stable process pipeline to cover multiple industries. We successfully completed 84 course videos in 3 years
Parallel Initiatives: Reference Sheets
While handling interviews, we also produced 'reference sheets' - concise 1-2-page resource guides, in collaboration with the designated underwriters
Knowledge Center Creation: The Secure SharePoint Site
A significant part of this project was setting up an online Knowledge Center for easy information access. From my previous experience of developing a SharePoint site, I constructed a proto model Knowledge Center to host diverse content like videos, reference sheets, deeper dives, and claims data. This prototype was approved in the annual Managers Meeting
Outcome and Impact
Exceeding expectations, our project successfully captured valuable insights from two retiring senior underwriters within the development span of three years. Without this initiative, their expertise and experience would have been lost. Many more experienced underwriters are expected to retire soon