Tool Talk
Monthly peer learning series connecting software tool skill-building to organizational change management and adoption
This program is part of the learning ecosystem I designed for Charles Schwab's Digital Retail organization, connecting peer learning infrastructure to measurable skill development and organizational transformation.
Background
When Schwab rolled out Figma in 2022 to replace our desktop design tools, the organization faced a familiar challenge: new software, new ways of working, steep learning curve, and a cross-discipline team with varying skill levels and learning needs. The design system team was building new Figma toolkits, but there was no structured way to share Figma knowledge as practices evolved.
I proposed and launched "Figma Schwoffice Hours"—a monthly SME-led session where practitioners could learn from colleagues who'd already figured things out.
As Figma adoption stabilized and new tools emerged, the program evolved into Tool Talk, broadening scope to cover process tools like Rally, skill-building in existing tools like Excel and PowerAutomate, and emerging technologies like Microsoft Copilot.
Skills – Program design, SME coaching, presentation feedback, change management communication, learning content curation, video production workflow
Tools – Microsoft Teams, SharePoint, Microsoft Stream, Adobe Premier Pro, Adobe AfterEffects
The organizational need
Tool adoption doesn't end at rollout—it's an ongoing process of building proficiency, sharing best practices, and connecting new capabilities to real work. Digital Retail needed a sustainable way to surface practitioner knowledge, support change management efforts, and build a searchable library of Schwab-specific tool training that wouldn't become outdated the moment it was created.
Program design
Tool Talk is a monthly one-hour session where subject matter experts share tutorials, case studies, or best practices with Digital Retail colleagues. Sessions are recorded, transcribed, chaptered, and published to a SharePoint library alongside presenter decks and resource links.
Development focus
The program develops skills on two sides: presenters build teaching and presentation skills through the coaching process, while attendees build tool proficiency through peer-taught content tailored to Schwab's specific workflows and use cases.
Framework elements
- SME recruitment and coaching: I identify presenters based on organizational needs or emerging opportunities, then guide them through an intake process—identifying target audience, framing content appropriately, selecting format, and defining learning outcomes. Each presenter gets a technical rehearsal with feedback before going live.
- Flexible format based on content: Standards-based training (like design system toolkit updates) uses demonstration with optional hands-on exercises. Exploratory content (like cross-functional collaboration approaches) might use case study format to expand thinking without mandating specific practices.
- Intentional content library design: From the start, I designed the program around a sustainable alternative to microlearning. Chaptered recordings with timestamp markers let team members skip directly to the information they need—whether they missed the live session or are troubleshooting six months later.
- Change management integration: Tool Talk partners with our change management team on software-related initiatives when timing aligns. When there's nothing pressing, we focus on software skills that take teams to the next level, whether on new or familiar tools.
The impact
Since August 2022, Tool Talk has built a library of 20+ hours of chaptered, Schwab-specific tool training with consistent ~20% voluntary attendance each session. Standout sessions include design system toolkit updates, Excel for UX Researchers (pivot tables finally clicked for many), and a "Thanksgiving Copilot Potluck" where a panel of presenters shared AI prompts from their daily work.
The best tool training comes from practitioners who've already solved the problems you're facing—my job was building the infrastructure to capture and share that knowledge sustainably. Turns out "optional meeting, 20% attendance" is actually a win when the content keeps showing up in search results months later.
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