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410 A New Architecture for Learning Design: A T-Mobile Case Study

10:45 AM - 11:45 AM PT
Thursday, October 21

Tracks: Management & Strategy

Today’s learning leaders and designers are increasingly asked to design and implement enterprise-wide learning programs that go beyond content consumption and knowledge acquisition. Such programs must address the real-time and ongoing development of behaviorial skills that drive performance and sustain cultural norms. Ethical leadership, compliance, decision-making, communications, and most recently and urgently, diversity, equity, and inclusion, are skill sets that require employees at all levels and in all roles learn to participate in and contribute to the cultural practice of the organization. It’s a major challenge and it requires a new architecture for learning—one that designs for the systematic, planned, and reflective construction of experiential learning environments. In 2018, T-Mobile brought its “Un-carrier” spirit of innovation to this challenge. Now we’re ready to share with you what we accompished and what we learned along the way.

In this session, you’ll hear the story of the thre- year journey T-Mobile took to re-imagine and re-engineer our enterprise-wide Professional Standards Training program. You’ll follow the steps we took to analyze the business and cultural drivers that led us to develop a new and innovative architecture for learning: An approach that establishes in the entire workforce the foundational behaviors and cultural norms that are at the heart of who we are as a business and organization. You’ll see how we continuously refresh, reinforce, and remediate behavior and performance within the many workflows that span the entire enterprise. You’ll learn the principles that we followed to design a more engaging and efficient learning experience for our employees and you’ll see our work product, particulary our video-based learning stories, our broadcast network, and the extensive analytics platform we built to track results and ensure continuous program improvement and sustainability. You’ll even get a glimpse of our future and where we plan to go next as we continue to create the environments where organizatonal and instructional design meet head on. But this session is not just about our story and our journey—it’s about yours. Our session objective is to share with you the principles and practices we’ve discovered and developed that you can then take away and bring to bear on your own enterpise-wide behavior and performance learning challenges. Join us and start your own journey.

In this session, you will learn:

  • Why the design and implementation of enterprise-wide learning programs that address behavior and performance require an architecture that specifically accommodates the informal, structural, experiential, and social character of learning
  • About the four elements that drive executive sponsorship of and investment in enterprise-wide learning solutions over time
  • The key principles of a enterprise learning architecture that drives behavior and performance
  • How to apply these key principles to instructional design and learner experience design
  • How to balance requirements for knowledge acquisition and behavioral skills development holistically and harmoniously
  • How to ensure program sustainabilty over the long haul
  • How to include data collection, analysis, and reporting protocols in the architecture for the purpose of evaluation, continuous improvement, and program effectiveness

Rachel Dillon

Sr. Instructional Designer, Professional Standards Training


Rachel Dillon is a senior instructional designer for T-Mobile. Her 25+ years as a professional graphic designer inspires her belief in the power of visual design and how it relates to the science of learning and retention. In 2019, Rachel earned her graduate certificate in eLearning instructional design from the University of California, Irvine, Division of Continuing Education. Currently, she’s working toward her master of science in instructional design & technology at CSU-Fullerton, with a projected graduation date of May 2022. For her master’s thesis, she is researching the positive impact of applying graphic design principles to eLearning experiences. She speculates that instructional designers with graphic design foundations can develop more engaging and memorable courses. She wants to help instructional designers add to their tool belt by sharing the power of graphic design and how applied properly can enhance a learning experience.

Ivan Lee

Sr. Program Manager (Steward of Strategic Relationships), Professional Standards Training.


Ivan H. Lee is an experienced leader, program manager, and training facilitator who helps people and organizations find and fulfill their purpose so they can thrive. He has 15 years of experience leading change initiatives at organizations such as Apple, AmeriCorps, and most recently at T-Mobile, where he is reimagining their ethical leadership training program.