t-mobile · legal training that cut inquiries 40%

legal training
that cut inquiries
40%.

T-Mobile's Legal Affairs team was overwhelmed with basic compliance inquiries that training should have handled. Five products. Five months. One behavior-change brief: stop the calls before they happen.

compliance training

legal affairs

articulate storyline

synthesia

action mapping

the challenge

Five new state laws.
Five months.
Zero behavior change.

New state privacy regulations meant five new compliance training products needed to ship in five months. The Legal Affairs team was fielding constant inquiries from employees who had technically "completed" the training — but couldn't apply it. Completion rates were fine. Decision-making wasn't. The existing training was teaching law, not behavior.

the approach

Observe the gaps.
Map the decisions.
Design backwards.

I observed how employees actually encountered and responded to legal compliance situations in their daily work — in-store, in customer support, in management roles. Action Mapping translated those observations into a specific behavioral brief: which decisions were employees failing to make correctly, and what was getting in the way?

The findings drove the design: employees needed practice making legal judgment calls in realistic scenarios, not passive exposure to regulatory content. Every module was structured around decisions, not definitions.

the solution

AI-generated scenarios.
Branching simulations.
Real decision practice.

Behavior-focused compliance training combining Articulate Storyline 360 with Synthesia AI-generated scenario videos, interactive branching simulations, and custom motion graphics. Differentiated instruction for three learner groups: in-store frontline staff, customer support managers, and Legal Affairs colleagues.

Each scenario presented realistic compliance situations with branching decision paths and immediate feedback — building the judgment employees needed to handle situations independently before escalating to Legal.