When a learning problem revealed a systems problem
A simple learning request uncovered a gap between internal guidance and what vendor learners could actually see, understand and control.
The problem
The request focused on explaining packaging attributes such as case packs, master packs and bundle quantities. But internal guidance reflected workflows supported by specialist teams — and many vendor learners could not independently resolve every issue.
My decision
I recommended expanding the original scope beyond definitions to include realistic situations, actionable guidance and clear escalation boundaries.
- Visible to the learner
- Invisible to the learner
Key facts
- Organisation
- Global retail organisation
- Role
- Senior Learning Experience Designer · End-to-end project owner
- Duration
- 2024–2025 · Approximately 12 months
- Audience
- Vendor learners across the US and ten European markets
Where the process diverged
Many vendor learners had limited visibility into internal configurations. I connected SME perspectives and identified where the intended process diverged from the learner's reality.
With the investigation already extending the timeline, I prioritised a practical scenario-based experience rather than a more complex diagnostic tool.
The wider process and governance issues were raised separately with the responsible teams.
Knowing what should happen isn't the same as knowing what you can do.
Designing for both perspectives
I brought vendor-visible information and internal dependencies into the same learning experience, helping learners distinguish what they could verify from what required further support.
01 The working context
Jake and Susan discuss a mismatch between ordered, expected and shipped quantities.
The experience
From definitions to practical decisions
Built in Articulate Rise around three short introductory videos, deeper explanations and scenario-based exercises — helping vendor learners recognise warning signs and identify what to do next, including when further support was required.
Learning progression
- Understand
- Recognise
- Act
Breaking down complex packaging attributes into a progressive explanation, from core definitions to practical application.
01 Critical attributes
Items Per Inner Pack (IPIP) and Inner Packs Per Master Pack (IPMP), with visual packaging examples.
Value beyond the original audience
- +2.1 pp
- Above the annual course average for “I learned all I need to know” learner feedback.
- Extended internal use
- Built for vendors, the training attracted interest from additional teams and was subsequently used for internal retail education.
The investigation also surfaced wider process and governance issues that were escalated separately. The training did not claim to resolve those systemic issues.