• Establish a clear process for managing L&D projects so that each initiative goes through consistent steps (e.g. approvers, edit stages).

• Ensure that all L&D team members understand their role within a project.

• Create a training needs analysis to clarify the purpose, goals, and context of a request before it becomes a project.

• Launch a ticketing system for managers to formally submit training requests and allow for better tracking.

• Visio – for creating the process map

• MS Word – for designing the initial training needs analysis form

• Freshworks – for hosting and managing the ticketing system

1. The Organisational Manager asked the L&D team to develop a more comprehensive project process plan.

2. My role was to create a visual process map in collaboration with the L&D lead, showing how projects should be scoped, approved, and delivered.

3. We identified all key stakeholders and mapped out their involvement using a Mendelow stakeholder matrix.

4. I drafted the process in MS Word, then designed a final version in Visio, which was approved by the OD Manager and shared with the wider L&D team.

5. We created a training needs analysis form to be completed by requesters, helping clarify why training is needed and how it aligns with business goals.

6. With support from the IT team, we digitised the request form and created a ticketing system in Freshworks, allowing managers to formally log new requests.

The project process map was quickly adopted by the L&D team and is now the standard for managing projects. Our first pilot using this process—a Case Manager Induction revamp—was a major success and received great feedback.

The needs analysis form and ticketing system are in the early phases but are showing promise in helping direct requests through the correct channels and reducing ad hoc, reactive work.

This project highlighted how important it is to have structured processes in place when working in L&D.

I saw how much smoother and more impactful projects can be when requests are analysed properly from the start. I also learned how to coordinate input from different stakeholders and bring it together in a clear, visual format that the team can use long term.