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Designing a connected AI learning experience

The challenge:

The company supported users across a complex learning and development journey, but the experience was spread across different platforms, content and tools. This made it difficult for users to understand their progress and access what they needed at each stage. The opportunity was to connect the experience around user needs and define how product, data and AI could support a more coherent learning journey.

Our approach:

We worked across discovery, product definition and experience design, turning user evidence into product priorities, connected workflows and future-state concepts. Our approach included:

  • Conducting research across the end-to-end learning and development journey

  • Defining behavioural archetypes, user needs and the most significant sources of friction

  • Mapping user experiences, product touchpoints, processes and dependencies

  • Facilitating cross-functional workshops to align teams and prioritise opportunities

  • Redesigning a mission-critical product and defining requirements for AI-supported information extraction

  • Prototyping a single-entry experience connecting learning, progress and wider user support

Outcomes:

  • Translated research evidence into prioritised product and experience improvements

  • Created end-to-end journey maps and blueprints revealing gaps and dependencies

  • Helped teams determine whether problems required interface improvements, workflow redesign or technical investment

  • Defined the user and business requirements for improving a core end-user product

  • Created an interactive future-state prototype and evidence-based roadmap for a more connected product experience

Impact:

The work created a shared product direction grounded in user evidence and demonstrated how connected experiences, data and responsible use of AI could reduce friction across the learning journey. It gave teams a clearer view of what to improve, what to build and how the individual product areas could work together.

The UK edtech market generated over £11 billion in 2024 (GlobalData).