Learnivity
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01

Learning Transformation

Flagship

From Content to Practice

Reimagining enterprise learning around practice, performance, and efficiency

Company
Intuit
My role
Learning Strategy & Design Lead
Status
Delivered
  • Learning & Capability Transformation
  • Capability & Performance
  • Enterprise Learning Strategy
01

Context

Reimagining enterprise learning around practice, performance, and efficiency.

At a glance

  • Company: Intuit
  • Category: Learning Transformation
  • Role: Learning Strategy & Design Lead
  • Impact measured for TurboTax Live
02

The Challenge

The learning experience had accumulated layers of content over time. Programs were long, information-heavy, inconsistent across audiences, and offered too few opportunities for learners to practice the work they would actually perform.

The challenge was not simply to shorten training. It was to make it more relevant, more experiential, and more connected to performance while reducing unnecessary learning time.

03

My Role

I led the learning strategy and redesign approach, analyzing the existing curriculum, identifying structural and learner-experience gaps, defining the practice-first philosophy, and shaping the future-state learning model.

The work moved beyond individual courses to reconsider sequencing, modality, shared content, simulations, learner expectations, practice, and continuous learning across the curriculum.

04

The Approach

From

  • Content-heavy learning
  • Long-form modules
  • Limited practice
  • Repeated or low-value content
  • Minimal sharing across programs
  • Learning concentrated before the job

To

  • Practice-first learning
  • Microlearning and focused experiences
  • Realistic performance simulations
  • Intentional removal of low-value content
  • Shared learning objects across programs
  • Continuous learning beyond onboarding
05

The Solution

Practice-first learner journey

  1. Focused learning
  2. Practice simulation
  3. Application
  4. Continuous learning

From instruction to practice

From knowing the steps to practicing the work. The redesigned experience moved beyond explaining procedures to placing learners in realistic situations where they could interpret context, make decisions, use the tools available in the workflow, and receive feedback on their actions.

Before

Instruction-focused learning

Original instruction-focused learning screen explaining the command a learner should enter.
Learners were primarily told what action to take, with limited opportunity to practice the task in context.

After

Practice embedded in the workflow

Redesigned guided-practice simulation placing the learner in a realistic customer scenario with an embedded AI interface.
Learners work through a realistic customer scenario and practice the handoff using a simulated AI experience and embedded performance support.

Application + feedback

Practice responds to learner action.

Guided-practice simulation providing confirmation after the learner successfully connects with a lead.
The experience responds to learner actions, reinforcing the correct workflow as the learner progresses through the scenario.

Practice designed around the work

Simulated work environment where the learner navigates internal tools to verify a customer account.
Authentic Tool Practice. Learners practiced navigating simulated work environments rather than relying only on procedural instruction.
Practice activity where the learner builds a customer response by selecting and ordering response fragments.
Behavioral Practice. Customer scenarios required learners to construct and sequence responses around observable behaviors.
Feedback panel explaining why the learner's response was correct in the context of the customer conversation.
Contextual Feedback. Feedback explained not only whether a response was correct, but why it mattered in the customer interaction.
06

Evidence / Outcome

For TurboTax Live

Total training time
38.75 → 19.89 hrsTotal training time
Storyline practice simulations
~6 → 40Storyline practice simulations
Of learning time spent in Storyline practice
55%Of learning time spent in Storyline practice
Shared content across related programs
5% → 53%Shared content across related programs
07

What This Demonstrates

  • Enterprise Learning Strategy
  • Learning & Capability Transformation
  • Capability & Performance

“Learning is most powerful when it becomes part of how the business operates—not something the business simply attends.”

— Samta Chowdhary
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