Phase 1: Map Who Owns What
The paralegal who triages intake. The ops lead who runs onboarding. The senior partner who reviews exceptions. Different owners need different training.
Deliverables
- Owner-by-role responsibility matrix for each automation in scope
- Skills gap analysis: what each owner needs to know to run it confidently
- Training plan customised to each role's actual touch points
Actions
- Identify every person whose workflow changes when the automation goes live
- Score current familiarity with the underlying tools and concepts
- Set role-specific training objectives — not one-size-fits-all
Outcome
- Training built around the people who'll actually use the system
- No "this wasn't for me" syndrome after the rollout
Phase 4
Phase 2