✅ Transforming Legacy Systems at Scale

👤 Client

Three UK Telecom
One of the UK’s leading telecom providers, serving millions of customers across contact centres and retail stores.

🚨 Challenge

Three UK needed to modernize its internal systems by replacing legacy platforms like PeopleSoft and AskSid with the new Velocity platform. This transformation impacted 2,500+ employees across customer service, billing, and network operations. The mandate: deliver seamless adoption with minimal disruption—at scale—so every frontline employee could confidently support customers on Day 1.

👥 My Role

Learning & Development Lead – System Launch Enablement

  • Led the training and change enablement workstream
  • Worked in Agile, aligning content with evolving sprint outputs
  • Designed a blended learning experience tailored to frontline roles and pilot feedback
  • Partnered with Transformation, IT, and CX to ensure strategic alignment

🧩 ADDIE in Action — How We De-risked the Launch

ADDIE guided the full lifecycle—from needs analysis through evaluation—so training stayed aligned to changing requirements and real-world use.

A

Analysis

  • Mapped current vs. future workflows across Billing, Care, and Retail
  • Identified high-impact tasks and error-prone steps in legacy systems
  • Defined MOS with stakeholders: adoption rate, escalation trend, confidence uplift

Deliverables: TNA, role-task matrix, KPI alignment

D

Design

  • Modular journey per role; microlearning + guided simulations + floor support
  • Assessment strategy: knowledge checks, task demos, on-the-job validations
  • Change enablement embedded: comms, job aids, and hypercare readiness

Deliverables: Curriculum map, storyboards, assessment blueprint

D

Development

  • Built Storyline simulations and Rise pathways; packaged SCORM to LMS
  • Created sandbox exercises mirroring Velocity UI and key workflows
  • Produced manager toolkits: huddle scripts, checklists, quick reference guides

Deliverables: SCORM modules, simulations, manager packs

I

Implementation

  • Ring-fence pilot with live customers on Velocity; rapid iteration of content
  • Scaled rollout with floorwalking, office hours, and champion network
  • Readiness checkpoints per region prior to go-live

Deliverables: Rollout plan, comms cadence, hypercare playbook

E

Evaluation

  • Level 1–3: learner feedback, knowledge gain, task performance in sandbox
  • Level 4: business impact—escalations, handle time, adoption, confidence
  • Weekly dashboards to SteerCo during hypercare; lessons-learned feed backlog

Deliverables: MOS reports, SteerCo packs, improvement log

🎓 Adult Learning Principles — Built Into Every Step

  • Relevance & Problem-Centred: Scenarios mirror top-call reasons and billing fixes
  • Experience as a Resource: Learners compare legacy steps with Velocity workflows
  • Immediate Application: Sandbox tasks and floor prompts used on-shift
  • Self-Direction & Choice: Optional deep-dive paths and role-specific practice banks
  • Feedback & Reflection: Simulation feedback + post-shift quick reflections
  • Spaced & Social Learning: Cohort cadence, peer champions, daily standups

🤝 Stakeholder Approvals, Cadences & Agile Delivery

  • Governance: Weekly SteerCo (Transformation, IT, CX, Ops) for decisions and risk unblockers
  • Sprint Planning: 2-week sprints; L&D backlog aligned to UX/UI drops and API changes
  • Ceremonies: Standups (daily), backlog refinement (weekly), sprint reviews & retros (fortnightly)
  • Change Control: Versioned content tied to Jira tickets; release notes to regions before go-live
  • Approvals: Content sign-off from Product Owners & Ops SMEs; UAT validation in sandbox
  • Cadence Comms: Readiness scorecards to regions; hypercare updates every 48 hours post-launch

📊 L&D Measures of Success (MOS)

📘 Training Completion

98%

Completed within rollout timeline

🔻 Escalation Reduction

-40%

System-related escalations

💪 User Confidence

+30%

Post-training survey uplift

⏱ Handle Time

+15%

Improvement in pilot group

📈 Adoption Rate

90%+

Within two weeks of launch

🏁 Outcome

Velocity launched with zero major service disruption, establishing a benchmark for future rollouts. High adoption and strong pilot results accelerated national deployment. Internal audits cited the L&D program as a key enabler of transformation success.

🎨 Visuals

Timeline — From Legacy to Velocity
Legacy TNA Pilot Hypercare Velocity
Before vs. After — Escalations, AHT, Confidence
Escalations AHT Confidence -40% +15% +30%
Training Module (overview)
LMS Flow
Simulation Walkthrough
“The enablement approach made a complex launch feel simple. Our teams were confident on Day 1, and it showed in the numbers.” — Transformation Lead, Three UK

💡 Need to scale learning for a complex transformation?

Let’s chat about how we can drive adoption, confidence, and measurable impact—just like we did for Three UK.

📅 Book a Free Consultation 📥 Download Full PDF Case Study