Enterprise Learning Transformation Strategy

View detailed UX service design case study here

Overview

Avanade sought to modernize its internal learning ecosystem and create a scalable framework for employee certification and knowledge-sharing across teams. The engagement focused on aligning stakeholders, identifying operational gaps, and defining a future-state roadmap for learning enablement.

The Challenge

Existing training experiences lacked consistency, visibility, and long-term strategic alignment. Different teams operated independently, making it difficult to scale certification programs or create a cohesive employee learning journey.

Leadership needed a clearer understanding of current-state pain points, future opportunities, and implementation priorities.

My Role

I led the design thinking and service-design facilitation process across the engagement.

My responsibilities included:

• Stakeholder interviews

• Workshop facilitation

• Current and future-state mapping

• Service blueprint creation

• Opportunity synthesis

• Roadmap planning

• Cross-functional alignment

Discovery & Alignment

The engagement began with stakeholder conversations and workshop pre-reads designed to surface operational friction, learning gaps, and organizational dependencies.

Collaborative exercises helped leadership teams evaluate the current learning ecosystem while identifying opportunities for future growth, scalability, and certification enablement.

Service Blueprinting

A service blueprinting approach was used to map front-stage employee experiences alongside backstage operational systems, dependencies, and support structures.

This created a shared view of the learning ecosystem and helped stakeholders identify bottlenecks, ownership gaps, and opportunities for improvement across the organization.

Future-State Roadmapping

Workshop outputs were translated into a phased roadmap that aligned short-term launch opportunities with longer-term transformation goals.

The roadmap helped teams prioritize initiatives, sequence delivery efforts, and establish a clearer path toward scalable employee learning and certification experiences.

Outcomes

• Established alignment across senior stakeholders

• Defined a future-state learning and certification roadmap

• Supported rollout planning for six training programs

• Created shared visibility across operational touchpoints and dependencies

Reflection

This project reinforced the value of design beyond interfaces. In complex enterprise environments, creating alignment, clarity, and shared direction can be just as impactful as delivering digital products.

View detailed UX service design case study here