An independent law firm used Intellek to design and deploy a structured IT skills program for its PA workforce. The training program moved PAs from inconsistent digital skill levels to a shared, measurable baseline – without wasting anyone’s time on content they already knew.
Here’s how they use Intellek to build smarter training programs – what worked, what didn’t, and what others can learn from it.
| Highlights |
|---|
| 1. Ask before you build. Pre-program surveys and workshops reveal what learners actually need. That insight shapes everything. |
| 2. Respect what people already know. The “Do I know this?” knowledge check lets experienced learners skip content, protecting their time and increasing buy-in. |
| 3. Structure beats volume. A four-step learning path – check, learn, check again, optional live session – delivers more. |
| 4. Communication is part of the program. A detailed pre-launch email, a kick-off session, and a dedicated support channel keep learners informed and engaged. |
| 5. Assessment wording = design decision. Friction came from ambiguous questions – how you ask matters as much as what you ask. |
The Problem: Good PAs, Inconsistent Skills
PAs in professional services firms carry a lot of weight. They support fee earners, manage complex documents, and keep operations running. When digital skills vary widely across a team, the gaps show up as slow workflows, rework, and quiet frustration.
This firm’s PAs brought a mix of experience levels to the role. That diversity wasn’t a problem in itself – but without a shared skills baseline, it created inconsistency in document quality, system use, and how much support the training team needed to provide on an ongoing basis.
The firm needed smarter training programs that would:
- Bring all PAs to the same foundational skill level
- Respect the time of PAs who already have strong skills
- Work alongside busy schedules without adding friction
Start With a Needs Analysis Survey and Workshops
Before building smarter training programs, the training team went to the PAs themselves.
“Before we designed a single course, we needed to understand what our PAs actually found difficult – and more importantly, what was stopping them from learning in the first place.” Carol Lindsay, IT Trainer
A pre-workshop needs analysis survey collected honest input on what PAs found difficult, how they preferred to learn, and where they felt their knowledge gaps were. The results were shared anonymously during the workshops – this opened up real, frank conversations rather than polished answers.
This step mattered. PAs told the team they didn’t want to attend training just to tick a box. They wanted short, focused learning that was relevant to their actual work. They also wanted the option of in-person sessions, not just eLearning.
That feedback directly shaped the program structure. Nothing was designed in a vacuum.
How to Structure the Learning Paths
The program was built in Intellek LMS and delivered through structured learning paths. Each path followed a four-step sequence:
- “Do I know this?” A knowledge check at the start of each topic. If a PA passed this, they could skip the courses and move straight on. No wasted time.
- Microlearning courses – Short, focused modules covering the base knowledge for each topic.
- “Did I get it?” A second knowledge check to confirm understanding before moving forward.
- Optional live sessions – Scheduled in-person or virtual sessions for PAs who wanted to go deeper or ask questions.
The use of content equivalence and completion settings meant the paths were truly adaptive. Passing the first check was enough to complete the path – learners weren’t forced to repeat work they’d already demonstrated.
This structure is an example of competency-based learning – learners progress by demonstrating knowledge, not just by sitting through content.
“The goal wasn’t to make people complete courses. It was to make sure they actually knew the material. Those are two very different things.” Vicki Bartholomew, IT Trainer
What Did the Launch Actually Look Like?
A clean launch plan made a real difference. The team didn’t just switch on the program and hope PAs would find it.
They sent a detailed email before anything went live – covering what the program was, how it worked, and what PAs should expect. An optional kick-off meeting gave people a chance to ask questions and understand the value of the initiative before their first assignment landed.
“A good program can fail at launch if people don’t understand what it is or why it matters. We put as much effort into the communication as we did into the content.” Vicki Bartholomew, IT Trainer
The first learning path was then assigned to all PAs at the same time, creating a shared starting point. Follow-on paths were made available progressively, so learners could keep moving without waiting for the next phase to be formally launched.
This kind of structured rollout is often underestimated. Clear communication at the start reduces drop-off, confusion, and the volume of support questions the training team receives.
What Went Wrong – and What to Fix
Not everything ran perfectly, and the team was transparent about that.
A small number of PAs misread questions or instructions within the knowledge checks. This wasn’t a technology problem – it was a content design problem. The wording of some assessment questions was ambiguous, causing confusion.
The lesson: assessment design is as important as course design. Knowledge checks need to be reviewed as carefully as the learning content. Clear assessment writing is a skill in itself.
What Did Learners Get Out of It?
The smarter training program was designed with the learner experience as a priority. By the time it launched, PAs had:
- More confidence using the systems central to their daily work
- A clear picture of what skills were expected at their level
- Control over the pace of their own development
- Access to support through live sessions and a dedicated email channel
That last point is worth noting. Giving PAs a direct line to ask questions (outside of the structured learning paths) reduced the risk of anyone getting stuck and disengaging.
What Did the Firm Gain by Building Smarter Training Programs?
“This wasn’t just about IT skills. It was about giving our PAs the confidence to do their jobs brilliantly – and giving the firm the consistency it needed to operate at its best.” Carol Lindsay, IT Trainer
The benefits for the business were both immediate and ongoing.
Immediately:
- A consistent skills baseline across the PA team
- Fewer ad hoc support requests to the training team
Ongoing:
- Intellek’s reporting and analytics gave the training team real visibility into who had completed what, and where knowledge gaps remained
- The learning paths created a reusable framework for future onboarding and development
- Document quality and workflow efficiency improved across teams
Use Intellek to Build Smarter Training Programs
If your organisation has a workforce with mixed digital skill levels and limited time for traditional training, this model for creating smarter training programs is worth considering.
The core principles behind this program — learner-led pacing, modular content, early needs analysis, structured communication — are not unique to PAs or to this firm. They apply wherever you need to bring a large group to a consistent standard efficiently.
The key decisions that made this program work were:
- Asking the audience before designing anything
- Building in autonomy through knowledge checks
- Keeping the content short and relevant
- Supporting learners beyond the platform with live options
Intellek provided the infrastructure to deliver all of this at scale – learning paths, elearning content, assessments, reporting, and learner management in one place.
“Intellek Learning Management System serves as a strong platform for making structured, learner-centred, smarter training programs that deliver real, measurable impact.” Vicki Bartholomew, IT Trainer
Ready to Build a Program Like This?
If you’re looking to design a structured skills program for a specific workforce group, the starting point isn’t the platform – it’s the people. Find out what they already know, what they need, and how they want to learn. Then create smarter training programs around that. Talk to the Intellek team to see how the platform supports this kind of structured, scalable learning design.
Lucia de Jager is dedicated to helping you get value from your learning tech. With deep experience guiding clients at every stage, she brings a sharp eye for detail and a clear focus on outcomes. Blending strong analytical thinking with a calm, organised approach, making it easy for teams to plan, adapt, and grow. Known for building lasting client partnerships, she works closely with stakeholders to uncover opportunities and keep projects moving. Fluent in Dutch and English, she adds a global perspective that strengthens and supports better learning experiences.
