Learning Operations
Creating Consistency at Scale
Building the operational foundation for repeatable learning.
Highlights
The operating model I developed expanded across internal enablement and customer education, and later informed enterprise customer recommendations.
- 130% increase in annual course production capacity
- 4.3/5 learner satisfaction
The Challenge
As learning demand grew, there was no shared way to define instructional rigor, align stakeholder expectations, or determine the appropriate level of design effort for each request.
Different teams had different assumptions about what good looked like, so every project reopened the same conversations about scope, rigor, quality, and effort.
The Design Decision
I developed a playbook that grew, as new challenges emerged, into a shared operating model for learning.
Rather than prescribing a single way to design, I created a shared way to make design decisions.
Bringing It to Life
The playbook gave designers and stakeholders a shared reference point for making learning decisions. I structured the broader operating model to connect those decisions from intake and design rigor through assessment, development, and governance.
Centre: Consistent Performance
- Intake and Prioritization — What problem are we solving?
- Learning Design Tier — How much rigor is appropriate?
- Learner Capability — What knowledge and skills are we building?
- Assessment Strategy — How will we validate success?
- Design and Development — How do we bring it to life?
Around all of it: governance and continuous improvement.
Why It Worked
The playbook didn't standardize creativity. It standardized expectations. By aligning decisions before development began, teams could spend their energy on solving the right problems instead of redefining the process every time.
