Transforming Legacy Systems at Scale – Three UK

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

• 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 I 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.

1. 01Analysis

   • 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

2. 02Design

   • 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

3. 03Development

   • 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

4. 04Implementation

   • 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

5. 05Evaluation

   • 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

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.