Large consulting firm


The client was replacing a legacy expenses system with a mobile enabled paperless system; a big change for the organisation.

Due to the length of time the previous system had been in place, the users were very comfortable with using it, even though it was perceived as clunky and, in some cases, difficult to use.

The legacy system involved paper receipts being sent in envelopes or scanned and sent in one document. The new system although paperless, did not allow for mass uploading of receipts in one go. This and other changes in the way the new system worked required a substantial change element to the project. Due to this being a roll out to all 16,000 users, Lawford Knight was appointed to scope out the required training and support.

What did we deliver?

We ran a kick off and concept session with the internal L&D team, to both decide upon the approach and to fully understand the tone of voice and learning styles that were appropriate for the project.

Following this session, it was decided that an eLearning course with video and printable support materials would be the most effective way to achieve quick uptake of the new system and the required behavioural changes.

During the concept session we identified four ‘personas’ to use in the eLearning. The eLearning shared a common introduction and then branched off into the four personas, with specific content. The four personas were:

The personas were presented at the start of the eLearning and users ‘self-identified’ as one persona. They were then presented with a unique agenda for the course that covered the aspects they needed without covering any they didn’t need.

The eLearning contained animated videos to set the scene for each persona, taking them on a journey from using the old system to the new system, and introduced real life situations in which the new system would save them time and allow them much more freedom when preparing and submitting their expenses. These videos used benefits taken directly from the case for change and proved to be a powerful and highly engaging element of the training.

The eLearning introduced the desktop and mobile interfaces by calling out key elements to help users get comfortable with the new look and feel. From here the eLearning moved onto a bespoke set of interactive screen recordings with captions and voiceover. These were designed to walk the users through each element of using the new system, so they could experience the functionality without using the live environment.