My Work in Action
Learning by Doing: Designing for How Adults Learn
As part of an agile transformation, a global bank’s Merchant Services division set out to eventually dissolve its standalone structure and embed its capabilities across the enterprise.
This required creating new roles and upskilling a legacy IT workforce at scale — without disrupting delivery and putting the learner at the center. To address uncertainty around how people should learn during such change, we designed a workforce upskilling framework grounded in the 70–20–10 adult learning model, honoring existing experience while enabling learning through real work, peer coaching, and minimal formal training.
We audited thousands of learning hours and designed an intuitive experience that guided employees by role, skill, and maturity, including industry forums and new roles such as Cybersecurity Champions, Enterprise Resiliency Engineers, and Design Authorities (Architects)
Design Thinking techniques used:
- Persona profiling
- Sentiment analysis
- Co-creation workshops
- Journey mapping
- Framework design
- Wireframing
Outcome
A scalable, agile-aligned learning ecosystem that employees embraced — shifting learning from training events to everyday practice.