User Experience Training & Development

My Roles: UX Learning & Development Program Owner, UX Research and Design Coach

Skills Applied: Program Management, Training Development and Delivery, Skill Assessment, Content Management and Delivery, UX Research, UX Design


With strong demand for user experience skills and a limited budget to hire more additional supply, I architected and launched a framework to provide an infrastructure to foster enterprise-level internal UX talent opportunities. The program included an internal User Experience certification offering that provided just-in-time learning experiences, with additional services in place to support ongoing skill opportunities and attainment.

Over time, as the enterprise environment shifted from waterfall to agile, the model additionally integrated with DevOps and Agile training / coaching methodologies and practices.


Scale Enterprise UX Talent Skills

While there was management recognition of the increasing need for employees with user experience skills to support ongoing enterprise demand, there were also conflicting budget limitations making it challenging to simply hire more user experience researchers and designers. To fulfill the gap, I led an internal UX Learning and Development Program designed to continuously foster ongoing user experience talent opportunities. The program included an integrated online presence, UX Communities of Practice, as well as targeted coaching, training, and certification opportunities.

Online Source for UX Training and Development Conent



The goal of the UX learning and development program was to support emerging user experience talent opportunities within an enterprise workforce. To make the program vision a reality, I followed a process that very much aligns with W. Edwards Deming’s “Plan, Do, Check, Adjust” learning cycle.


For “Plan”, my approach was to first architect a framework that would provide a balanced and modularized structure for just-in-time learning and experienced based on-the-job practice for employees who were also oftentimes simultaneously fulfilling other full-time roles. I additionally leaned in on fellow UX co-workers to support various aspects of the program, which helped to distribute the work, as well as provide coaching and leadership opportunities for my colleagues.

Integrated and Just-In-Time Framework


The “Do” Stage involved program managing the multiple facets of the initiative. This included (1) Coordinating centralized and distributed (i.e., by site / geography) User Experience Community of Practice (CoP) chapters; (2) Care and feeding of an integrated online presence for UX content, services, and collaboration; (3) Orchestration of targeted coaching offerings; (4) Continuous development, maintenance, and delivery of User Experience training resources; and (5) Setting certification success criteria for six different domain areas, and facilitating evaluation sessions and feedback for employees seeking certification achievement.

“Collective” and “Distributed” Communities of Practice

“Context” Based Coaching


I am glad I connected with this team of experts. Brooke has been instrumental in this process. She is a true connector and an open book willing to share and provide constructive feedback. Thanks for this wonderful learning opportunity.

The “Check” phase involved continuously monitoring the relevancy and effectiveness of the various program elements. This involved utilization tracking of the various service offerings (e.g., CoP attendance, coaching sessions, training completions, certification achievements, and online presence usage) as well as periodic check-ins with fellow colleagues, learners, and management to assess how well the program offerings were meeting their needs. I used learnings from the “Check” phase to support continuous tweaks to “Adjust” the program accordingly.

Certification Badges to Publicly Demonstrate Skill Achievement


For “adjust” I took the goodness of what was working in the program, and enabled appropriate pivots along the way. Throughout this process, I was vigilant to incorporate just the right amount of experimentation, keeping in mind cultural and environmental context along the way.

Training Content Resources.

Thanks Brooke for your tireless dedication to us. You are an awesome teacher and a great coach.

Initial learning and development efforts were highly focused on training, and specifically external vendor-based certifications that simply required course attendance and passing an exam. Over the duration of the program, it transitioned to a highly formalized apprenticeship offering that required learners to practice and demonstrate their skills on a selected project while receiving 1-1 coaching. While the results were successful, I experimented with a certification achievement model that enabled a consistent, yet flexible approach allowing learners to practice their skills more independently and in a just-in-time fashion. This reduced the overhead of running the program, while significantly increasing the amount of learners who applied for skill assessment and received certification(s). I also added a highly coveted “badging” system as a public display of certification achievement. To enhance a synergistic culture between learners and UX researchers and designers, I additionally delegated Community of Practice and coaching responsibilities to my UX colleagues, providing them leaderships opportunities and increasing their investment in learners’ successes.


Growing UX Professional Network

The outcomes of the program resulted in a growing and healthy network of user experience professionals. Global monthly Community of Practice sessions averaged 100+ attendees, while site-specific offerings continued to strengthen and build high-touch supportive networks. An integrated online presence for UX content, services, and collaboration peaked at over 500 members and provided a centralize hub for all UX related information sharing. Over 130 certifications were granted, significantly strengthening  UX culture and the number of available practitioners to work on projects and initiatives.

I worked with Brooke on many User Experience (UX) projects at Intel Corporation over the past 8 years. She is always been eager to help, and her positive attitude and high energy are welcome additions to any project. Her breath of UX domain knowledge and User-Centered design methodologies have made a valuable partner on critical, high-visibility projects. She is an expert coach and UX educator with 100’s of hours logged in the classroom developing others with a passion for UX. She is always up-leveling her UX skills and pursuing opportunities to expand her transferable skills.

Furthermore, there were significant savings for the integrated Agile and DevOps training courses I delivered with over 130K in cost avoidance savings for over 500 learners, also increasing the reach of user experience learnings and practice.

I have had the pleasure of being in the same Information Technology User Experience Team as Brooke for the past few years. She is someone who is very experienced about her skills in the user experience tool kit, and also took the initiative to become an Agile and DevOps coach as well, sharing her knowledge and passion with everyone who is interested.
I’ve worked for a number of years with Brooke in the UX group at Intel. Brooke is one of the most organized people I know... she is the catalyst for a number of training classes we have, group communities, and UX standards and guidelines. She has been the “glue” of our team for a while now!