Define

The define phase of the learning process involves creating an initial strategy blueprint that outlines challenges and success metrics. This phase also includes developing useful representations of research data, such as building personas and formulating problem statements to guide subsequent phases. Click below for the full report, or scroll down for a synopsis.

Strategy Blueprint

The strategy blueprint is an initial, rough outline of the challenges learners encounter, along with preliminary ideas of what success looks like and how it can be measured. The research study focuses on one of those measurements (user feedback).

    • In 2024, every government insurer and investor is revamping the loss mitigation section of their servicing guides.

    • Constant updates to servicing guides, along with changes in internal processes, so staff needs to be adaptable.

    • Servicing guides are filled with highly technical language that can be difficult to digest.

    • Most onboarded specialists do not have any foundation in loss mitigation.

    • Having in-person training seminars is not time-efficient and can disrupt time-sensitive workflows.

    • Onboarding new employees efficiently is important if there is a surge in mortgage defaults.

    • Available and flexible training is needed if the organization needs to pivot people to different roles or departments quickly.

    • Mistakes due to a lack of understanding of compliance regulations can be very costly.

    • Specialists feel more confident about their grasp of loss mitigation compliance.

    • Specialists have greater skillsets to fulfill various roles.

    • The onboarding process is quicker and more competent.

    • Programs to upskill don't disrupt workflows.

    • Checks written to cover mistakes decrease.

    • Onboarding checklists are progressed through faster.

    • Workflows are more streamlined due to the transferability of staff.

    • Feedback surveys that provide positive reports of new training programs.

    • Higher traffic in the Learning Management System.

    • Accounting systems show less money outgoing to clients for mistakes.

Persona

A valuable practice in learning design is to synthesize insights from various research sources and develop a persona, which servces as an archetypal learner. This approach helps ensure that the design process remains learner-centered, prioritizing the needs of the individuals rather than being driven by pre-determined goals.

Click image to enlarge.

Problem Statement

The problem statement is a concise description that defines the learner group, highlights the key challenge to be addressed, and explains the research insights that justify the creation of the training module. The statement is based on a created learner point-of-view, which identifies the user, their need, and the reason.

  • Loss mitigation specialists

  • Flexible and comprehensive training programs on the vast array of government and private insurer and investor regulations.

  • The learner feels they lack sufficient time for training due to meeting deadlines and optimizing processes. Specialists must balance efficiency with quality, making it challenging to fit training sessions into their schedules without falling behind.

“Due to the constantly evolving, highly technical, and time-sensitive nature of compliance regulations, loss mitigation specialists require a flexible approach to access comprehensive training programs.”