Author: Hazel Dean – Senior Learning Manager, Embed

What human-centered learning design actually means – and why it changes outcomes

“Human-centered design” gets used a lot in learning. It sounds right but often ends up meaning very different things in practice.

So, it’s worth being clear about what it means to us at Embed – and what it doesn’t.

Firstly, it shouldn’t be about aesthetics – human-centered design shouldn’t be about making learning look good or feel friendly. It’s about designing everything – the format, content, pace, language, and assessment – around the person experiencing it.

Their context.

Their beliefs.

The environment they work in.

What will make them engage – and what will make them switch off.

Content-centered design starts with the subject.

Human-centered design starts with the learner and asks: whats needs to change for this person – and what will actually help that happen?

What this looks like in discovery

This is most visible in discovery – we don’t just gather information about the topic. We build a picture of the learner and the reality they’re operating in.

Who are they?
What they already believe – and where might they resist?
What does their working week actually allow?
What has made previous learning feel like a waste of time?

Those answers shape decisions most briefs never reach – the examples, the tone, the level, the design and whether we focus on knowledge, skill, or judgement.

What it produces

A good example of this is our work with UK Coaching. They came to us with deep subject expertise and a clear ambition to improve the impact of what they were creating.

Our role was to help translate that expertise into learning that would land with their audience.

That meant grounding the design in coaches’ real contexts — how they learn, what pressures they’re under, and what would actually help them apply new ideas.

We spoke to those delivering the courses, those attending the courses, those selling the courses, and those behind the scenes administrating the course to fully understand the product, what works and where the challenges were.

This shifts the focus from “How do we cover this content?” to “What does this person need to do differently – and what will help them get there?”

The result is learning that feels more relevant and usable – because it connects to the learner’s world, not just the subject. Their team said it helped them “stretch their thinking” and improve the quality of what they were doing.

That’s the impact of human-centred design. It doesn’t just change what you build – it changes how you define the problem.

Three questions worth sitting with

If you’re designing or commissioning learning:

Do you understand your learner’s starting point — not just what they know, but what they believe?
Is the format shaped around how they work — or how the content is structured?
What in their environment will support or undermine change?

These don’t require a big process, just genuine curiosity about the person on the other side of the learning.

That curiosity is what human-centered design really means.

Enjoyed this article? Here’s something else:
‘What Your Learners Wished You’d Asked Before You Built That Course’, By our Chief Learning Office, Sarah Baker.

Author: Sarah Baker – Chief Learning Officer & Co-founder, Embed

What Your Learners Wished You’d Asked Before You Built That Course

Great learning design starts with curiosity, not content. When we’re brought into a project, our first instinct isn’t to open the brief — it’s to question it.
To listen harder, dig deeper, and challenge the assumptions that are so often baked into a commission before we’ve even been introduced.

What Our Clients Tell Us – and What We Find

When we’re brought in to work on a new project, we often hear some version of the same things:

“We’ve got the content and the SMEs – you have everything you need.”
“We know our learners well.”
“We can’t change anything – let’s just work with what we’ve got.”

These aren’t unreasonable things to say.

They come from genuine time pressures, organisational constraints, and real confidence in existing knowledge.
But when we dig a little deeper, a more complex picture almost always emerges.

We find passionate SMEs who know their subject inside out, but who are often surprisingly disconnected from the day-to-day reality of the people they’re trying to reach.
We find learners who have plenty of opinions about what they need, but who have long since stopped sharing them because their feedback never seemed to go anywhere.
We find trainers sitting on brilliant ideas, quietly frustrated that nobody has thought to ask.
We find project leads focused on deadlines, and senior leaders who need real impact but aren’t sure how to define or measure it.
And we find training that has been built to a brief, but that somehow doesn’t feel like it belongs to the organisation it was made for.

None of this is anyone’s fault. It’s what happens when a project starts with content and requirements rather than curiosity and conversation.

The Real Cost of Skipping Discovery

In our experience, Discovery is the thing most likely to be cut when a client is working to a tight timeline or budget.
From the outside, it can look like a slow start, a delay before the real work begins, and handing over the content and a list of requirements is enough, isn’t it?

But here’s what years of delivering learning projects has taught us: a poor discovery means a poor learning product at end of it. Every time.

Effective Discovery does something that no amount of great instructional design can compensate for if it’s missing. It challenges assumptions before they get baked into the design. It surfaces potential problems early, when they’re cheap to solve rather than expensive to unpick. It identifies quick wins alongside longer-term opportunities. And perhaps most importantly, it shifts the focus from temporarily patching symptoms to understanding the systemic issues underneath them.

It also connects the learning we design to something that is too often left out of the brief entirely: the evolving, real-world needs of the people it’s meant to serve.

From Requirements List to Human-Centred Understanding

What Discovery actually does is shift the starting point of a project. Instead of beginning with “here is what we need to build”, it begins with “here is what we need to understand.”

That shift from a list of requirements to a genuinely human-centred picture of need is what makes the difference between learning that ticks a box and learning that changes behaviour.

And it doesn’t have to be daunting. Using a structured approach takes the uncertainty out of the process.

We use our Discovery Diagnostic to collect evidence across five key areas:

The organisational context
The project parameters
Stakeholder needs
The technology landscape
Learning content

Each area generates insight that feeds directly into design decisions; nothing is gathered for its own sake.

The Best Insights Come from Talking to People

Desk research has its place. But the richest, most useful Discovery data almost always comes from direct conversation; with stakeholders, with learners, with the people closest to the problem.

When we’re brought into a project, we use a range of methods to gather that insight: workshops, stakeholder interviews, observations, pilots, feedback analysis, and more. The goal is always the same; to build a picture that no single perspective, however expert, could provide on its own.

And the things we hear when we do this properly? They change projects.

Police officers telling us they didn’t need more training, they needed short, accessible videos they could pull up in the moment, just when a situation called for it. Learners explaining that they never voluntarily accessed their LMS, not because they weren’t motivated, but because the number of steps it took to find anything had simply ground them down. Product owners who understood exactly what their customers needed from the training, but who hadn’t been able to bring their SMEs along with them.

None of these insights were in the brief. None of them would have emerged from a content review or a requirements meeting.
They came from asking; genuinely, curiously, and without assumption.

So, What Did Your Learners Wish You’d Asked?

Probably something like:

What do you actually need?
What gets in your way?
What would make this feel worth your time?

Discovery doesn’t just make learning better. It makes it relevant, sustainable, and genuinely fit for the people it’s designed for. It isn’t the part of the project you do before the real work starts.

It is the real work.

At a glance

Client: The Institute of Leadership (IoL)

Challenge: IoL wanted to bring their well-regarded My Leadership programme into a modern, fully digital experience. They aimed to make it easier for members to follow, engage with, and gain recognition for their learning.

Solution: Embed worked with IoL to create My Leadership+, a digital learning journey that builds on the existing programme. It combines practical courses, supporting resources, and clear pathways to help members apply leadership skills in real life.

Impact: Members now have an accessible, motivating, and structured learning experience. They can see their progress, earn digital recognition, and put what they learn into practice – while IoL can demonstrate the value of membership clearly.

Helping a trusted framework reach more leaders

The Institute of Leadership is one of the UK’s most respected professional bodies, supporting leaders and managers at every stage of their careers. Its My Leadership framework, centred on five dimensions — Achievement, Authenticity, Collaboration, Ownership, and Vision — has long helped members understand and grow their leadership capability.

IoL’s goal wasn’t to replace this strong foundation. Instead, they wanted to extend it into a more connected, digital, and scalable experience that would help members engage more fully, see their progress clearly, and gain recognition for the development they achieve.

“Working with Embed on the development of our new learning system, MyLeadership+, has been a fantastic experience. Nothing was ever too much trouble — they supported us every step of the way, managing the project smoothly and solving problems quickly. Their expertise in different learning styles and the latest technology helped us identify opportunities to save money while delivering richer, future-proofed content for our membership community. Embed are now our go-to people for learning content, and we couldn’t recommend them highly enough.”

— Becky Martin, Director of Events and Engagement, The Institute of Leadership

The Challenge: Bringing a trusted leadership model into a modern member experience

IoL’s challenge was about evolution rather than replacement. The original framework had successfully introduced members to leadership principles, but the materials existed across multiple formats. Members valued them, yet it wasn’t always obvious how everything fitted together, or how to track progress and apply learning in real time.

IoL wanted a learning journey that would feel continuous, practical, and visible, while meeting modern expectations for digital learning. They saw an opportunity to:

Bring all resources together in a single, easy-to-navigate platform
Make development self-directed yet structured, so members could progress at their own pace
Introduce recognition and credentials that reinforce learning and signal progress to employers
Strengthen the tangible value of membership by giving measurable outcomes

To make this vision a reality, IoL partnered with Embed to co-design and pilot a new programme — My Leadership+ — combining the credibility of the original framework with a modern, engaging digital experience.

Why Embed – a partner who makes learning practical and human

IoL needed a partner who could translate strategy into an experience people would actually use. Embed was chosen because we combine learning design expertise, platform experience, and collaborative delivery.

Our role was to help IoL extend their framework into a scalable, motivating, and measurable experience, one that makes it easy for members to see what to do, apply it in their work, and feel recognised along the way.

Discovery: Understanding members and shaping the journey

We started with a two-week discovery phase to understand IoL’s culture, member needs, and employer expectations.

Through workshops, interviews, and user insights, we explored: what members valued most, how they engaged with learning, and what success looked like for both members and employers. From this we developed a Discovery Report detailing member personas, learning pathways, and design priorities.

This informed every decision in the next stage — ensuring the learning journey would feel both credible and human, while delivering practical value in the workplace.

Design: Creating an engaging, human-centred experience

Using insights from discovery, Embed designed the learning architecture for My Leadership+. The new programme:

Mapped courses to the five leadership dimensions, allowing members to progress from foundational to advanced leadership skills
Used a playlist-style approach, letting learners explore at their own pace while keeping the path through the programme clear
Included reflection prompts and job aids to support application at work
Followed a conversational tone with approachable visuals, making the experience engaging and easy to navigate

Interactive prototypes allowed IoL stakeholders to experience the platform before build, refining navigation, flow, and content to ensure it met both learner and organisational needs.

Build: Content, resources, and the platform

Embed delivered a complete content and platform solution.

On the content side, we developed 40 eLearning courses spanning Core and Strategic levels. Each course blended theory and practical application, drawing on IoL’s leadership research and written in a clear, accessible style. We also curated over 80 supporting resources — handouts, checklists, and reflection guides — so learning could continue beyond each course.

The platform was designed for simplicity and scale. Members could log in directly from the IoL website, explore courses, track progress, and access resources anytime. The system also provided analytics for IoL, showing engagement and helping demonstrate the value of membership.

Together, these elements created a digital learning ecosystem that’s intuitive, practical, and motivating.

Recognition: Making progress visible

To motivate members and make development tangible, we introduced digital micro-credentials for each leadership dimension completed. Completing all five dimensions earns the My Leadership+ badge, a shareable symbol of achievement.

This recognition gives members confidence and provides employers with clear evidence of progress, reinforcing the value of both the programme and IoL membership.

Pilot: Testing and refining the experience

A two-week pilot tested the programme with a select group of members. Feedback focused on usability, content relevance, and the motivational impact of recognition. Insights were used to refine the learning journey, interface, and credentialing system, ensuring a smooth and rewarding experience at full launch.

Impact: A modern learning journey built on strong foundations

My Leadership+ is now a scalable, accessible, and engaging digital learning experience. Members benefit from:

Clear, structured pathways aligned to IoL’s five leadership dimensions
Practical resources for immediate application in the workplace
Recognition that motivates and evidences progress

For IoL, the programme demonstrates membership value in a measurable way. For members, it’s an intuitive, motivating journey that builds on a framework they already trust.

Embed continues to work with IoL to:

Refine content and improve user experience
Add new resources and integrations
Support reporting and engagement tracking

Nicole Horsman, Commercial Director, Embed said of the partnership:

“Collaborating with The Institute of Leadership on MyLeadership+ has been a true partnership from day one. Their clear vision for empowering their community made it easy to align our expertise in learning design and technology with their goals. We’re proud to have helped create a scalable, engaging learning programme that will continue to evolve with their members needs. Seeing MyLeadership+ come to life has been incredibly rewarding, and we’re excited to keep supporting The Institute of Leadership as they grow and innovate.”

The Bigger Picture: Learning that works for real people

This project shows how a trusted framework can be extended for modern expectations without losing what already works. Embed combined strategy, design, and content expertise to create a learning experience that is scalable, practical, and meaningful for leaders and employers alike.

Ready to evolve the way your people learn?

Talk to us – and see what human-centered learning can do.

WEBINAR: ‘Elevating Your Rise Courses’

Some of the Embed team recently joined a fantastic training session with Emma Berry on “Elevating Your Rise Courses” — and we really learnt a lot!

If you’ve ever felt stuck in a design rut in Rise, or struggled to get your head around block sizing, this session will be great for you.

Emma took us through how to:

Elevate your Rise content using smart graphic design choices
Adapt visuals to fit seamlessly across devices
Master block sizing for a cleaner, more cohesive layout
Make the most of the Mighty plugin
Discover handy sites and resources to supercharge your creativity

We picked up some brilliant hints and tips that have already transformed how we design and build — and we think you’ll find them just as valuable.

You can watch the full training recording here:

We’ll be sharing more resources and insights soon – keep checking back.

Learning only works when it connects with people in a way that feels meaningful and actionable.

Download our Diagnostic Toolkit

E-Learning Case Study: Winning More Deals with Human Sales Conversations

At a glance

Client: Matter B2B
Challenge: Buyers were ignoring cold sales approaches – response rates were low, and conversations weren’t starting.
Solution: A practical online course that helped the team use short, personal videos to connect with buyers in a more natural way.
Impact: More replies, better conversations, and more deals closed.

When buyers stop listening, it’s time to change how we talk.

Buyers get hundreds of messages every week. Most are automated, generic, and easy to ignore.

Matter B2B’s sales team could feel it – even with great products and insight, it was becoming increasingly difficult to cut through the noise.

Low response rates. Missed chances. Conversations that never got off the ground.

They didn’t need more tools or technology.
They needed a way to start conversations that felt real.

The Challenge: Making Sales Feel Human Again

Matter B2B wanted their Business Development Managers to sound more natural and confident when speaking to potential clients – to show the person behind the pitch.

They were looking for something that was easy to use, built around real work, and designed to make a difference quickly.

That’s where Embed came in.

Together, we created a practical learning experience that helped their team build real confidence on camera and connect with people in a genuine way.

The Solution: Short, Personal Videos That Get Results

We worked side by side with Matter B2B to design a short, interactive course that taught their team how to use video to build trust and start conversations that matter.

It gave them clear, step-by-step guidance on how to:

Get attention quickly with strong openings and storytelling
Speak to people directly, not scripts or templates
Show value simply without jargon
Look and sound confident on camera
Learn from results and improve over time

The learning was hands-on, practical, and easy to apply – helping the team put new ideas into action straight away.

Working Together: Simple, Supportive, and Collaborative

We know that training only works if it fits into real life.

So we spent time understanding how the sales team actually works day to day – what gets in their way, and what would make learning stick.

From that, we built something that felt natural, short enough to use in between meetings, and packed with practical examples that made sense for them.

No jargon. No heavy theory. Just clear, useful learning that made their jobs easier and their conversations better.

The Impact: From Cold Messages to Real Conversations

The course is now a key part of how Matter B2B sells.

Their team uses video confidently to talk to potential clients in a more personal and genuine way.
The result?
More replies.
More meaningful conversations.
More deals won.

“The video course gives our BDMs a practical, scalable tool to drive more human and effective sales conversations.”

— Hollie Keaskin, Managing Director, Matter B2B

The Bigger Picture: Learning That Changes How People Connect

This project shows what we do best – turning complex challenges into simple, human learning that helps teams perform better.

We make the process smooth, collaborative, and focused on results that actually matter.

Because when people learn to connect like humans, everything works better – sales, service, and performance.

Ready to make your training more human?

If your teams need to communicate, sell, or lead with more impact, we can help.
We’ll design learning that fits your people, your goals, and your day-to-day reality.

Talk to us – and see what human-centered learning can do.

Design is what turns a spark into an experience people actually remember

Thoughtful Leadership in a Fast-Moving World: Insights from Nicole Horsman

With the Institute of Leadership’s latest report, Leading into the Future, now published, there’s a fresh look at what successful leadership looks like in today’s fast-moving world. Nicole Horsman, co-founder of Embed Learning, is featured in the report, sharing her perspective on how leaders can navigate rapid change with purpose.

The report provides a snapshot of leadership in a fast-changing environment, exploring the behaviours, habits, and mindsets that help leaders succeed. One insight stood out to Nicole — something Embed has long believed: self-reflection is essential for effective leadership.

Why Self-Reflection Matters

“Reflection isn’t what slows us down, it’s what helps us move forward with purpose. The best leaders don’t just keep pace with change — they create the pause that makes transformation possible.”

The research shows that reflection is not just a “nice to have” — it has a real impact on decisions.

79% of leaders surveyed said self-reflection and continuous improvement have the biggest impact on how they make decisions.

Yet, while leaders recognise the value of reflection, many struggle to find the time. As Nicole notes, in her work with senior teams, the same challenge comes up repeatedly:

“I’m flat out. There’s no time to stop and think.”

Leaders are pulled in multiple directions — responding to change, firefighting cultural shifts, and trying to keep pace with technology that moves faster than their teams can absorb. Without deliberate space for reflection, digital transformation risks becoming surface-level, with new tools introduced but underlying challenges persisting.

Transformation Checkpoints: Practical Reflection in Action

So how can leaders make reflection practical in a busy environment? Nicole highlights ‘transformation checkpoints’ — small, intentional pauses designed to ask:

What’s working?

What’s not?

What are we learning?

These checkpoints aren’t big strategic reviews. They are brief, honest moments to reflect with the team, ensuring that change sticks and that teams can adapt, grow, and learn rather than just react.

Embedding reflection into leadership culture also levels the playing field. It gives people at all levels permission to ask questions, explore new ideas, and develop confidence with new technologies. When reflection becomes part of the culture, leaders are better able to guide digital transformation meaningfully and sustainably.

Leading with Purpose, Not Just Pace

The pace of change is relentless, particularly in digital transformation. But, as Nicole emphasises, reflection is not what slows leaders down — it is what allows them to move forward with purpose. Leaders who build space for reflection create stronger, more resilient teams, and enable real transformation that lasts.

Reflection isn’t a luxury. It’s the engine that allows leaders and their teams to navigate change with intention, not just speed.

For the full Institute of Leadership’s report, you can download it here.

Are workplace learning programmes sufficiently business focused? A new consultancy thinks not and aims to help.

When faced with countless options, L&D professionals may feel compelled to create elaborate learning experiences. These often include gamification, interactivity, microlearning, and multi-modal content. While these innovations have their place, overcomplicating the learning process can lead to fatigue—for both creators and learners.

A new learning services consultancy launched last week. Why is this news, there are a great many learning consultancies?

The market is changing. Developing fabulous, engaging experiences is a given these days. Top of mind for L&D pros are also communications and marketing, wider digital transformation and business alignment, and for vendors: commercialisation, market positioning and sales enablement.

Fulfilling these business needs is likely to determine the success of new workplace learning products and programmes.

Nicole Horsman, who until recently was part of the senior team at Netex, thinks she’s identified the key issues and has set up Embed Learning to deliver on the business needs of both L&D teams and vendors. Nicole explains all on Learning News.

A news feature in association with the LPI