Brokerage Onboarding — Producer Ramp Rebuilt With an AI-Native LMS
Rebuilt a multi-state insurance brokerage's producer onboarding A to Z. Ramp time fell 58%, from 16 days to under 7.
Project Overview
A multi-state insurance brokerage was ramping new producers off scattered PDFs, intranet pages, recorded calls, SOPs, and branch tribal knowledge. Time-to-first-bound-policy averaged 16 days. Nobody could measure who was actually ready to sell unsupervised.
The brief: same outcomes, faster ramp, measurable readiness. Plus a system the training team could update without engineering help.
I audited 52 onboarding artifacts. Interviewed 17 stakeholders. Mapped a unified 10-day path. Rewrote 24 SOPs as 22 modular lessons. Then stood the whole thing up on a modern LMS with SSO via Okta, HRIS sync from BambooHR, AI avatar roleplay, voice tutor, AMS simulation, a searchable doc hub, and live conversation analytics that surface knowledge gaps by topic and team.
Result: ramp time fell 58%, from 16 days to under 7. NPS hit 9.8 across admins and learners. The training team now ships new lessons in minutes from any uploaded doc.
What's Inside
22 modular lessons
One learning objective each. About five minutes. Sequenced to a 10-day ramp.
AI avatar roleplay
Practice with a simulated client in chat or voice. Graded against a behavioural rubric.
AI voice tutor
Explains the policy in plain English. Then quizzes the learner on it.
AMS simulation
Click-through of the agency management system. AI grades every step.
Searchable doc hub
Forms, scripts, and policy snippets. One tap away inside every lesson.
Readiness dashboards
Branch by branch. Who's ramped, who's stuck, on what topic.
What the Client Provided
- 52 existing onboarding artifacts (PDFs, SOPs, recorded Loom walkthroughs, intranet pages)
- Brand book and producer-facing voice and tone guide
- AMS documentation and admin access for screen captures
- Access to 17 stakeholders for discovery interviews
- Existing HRIS feed (BambooHR) and SSO provider (Okta)
Design and Build Process
Discovery Audit
Inventoried every scrap of onboarding material across the org and tagged each by audience, freshness, and source-of-truth.
Stakeholder Interviews
17 conversations with branch managers, compliance leads, and recent hires to surface what actually breaks during ramp.
Unified 10-Day Path
Mapped a single ramp plan with role branches (producer, account manager, claims) and explicit ready-to-sell gates.
Modular Lesson Build
Rewrote 24 SOPs as 22 modules. One learning objective each, knowledge-check at the end, no filler.
LMS Deployment + Integrations
Stood up the LMS branded for the brokerage. AI avatar roleplay, voice tutor, doc hub, and conversation analytics all wired in. SSO via Okta, HRIS sync from BambooHR, role-based auto-enrollment.
Admin Train-the-Trainer
Set up the training team to author new lessons from any uploaded document. Live readiness dashboards configured by branch.
Tools and Stack
Deliverables
- 22-module onboarding curriculum, branded and SCORM-exportable
- AI avatar roleplay scenarios (chat and voice) with rubric-based grading
- AI voice tutor and AMS hands-on simulation
- Branch-level readiness dashboards
- Conversation-analytics rollup by topic and team
- Train-the-trainer kit so the training team can author new lessons from any uploaded doc
- SSO + HRIS integrations live in production
Other Relevant Work
AI Rapid Fire Sales Objection Drills
An AI tutor that drills sales reps on customer objections, scores every answer in under a second, and ships a personalized performance report.
Cadence Language Practice with an AI Tutor
Daily speaking practice in chat or voice, with syllable-by-syllable pronunciation feedback and adaptive progress.
Immersive AI Roleplay with Avatars
Live avatar roleplays with lip-sync, dynamic expressions, and AI voice evaluation on tone and pacing.