When we began this work, much of our career framework information was held across complex spreadsheets and presentations. Although the underlying framework was comprehensive, we needed a practical way to make it easier for people to navigate, understand and apply. We wanted to move beyond static documents and create something tangible that would support stakeholder engagement, structured review and, ultimately, the wider adoption of the framework across The Travel Corporation.
One of the reasons we engaged Luke was to help us create momentum and efficiency at an already exceptionally busy time. I was initially conscious that bringing an external partner into a project of this complexity could itself require a significant investment of time, particularly in briefing him on the framework, our organisation and the nuances of what we were trying to achieve. In practice, the opposite was true. Luke grasped the context and complexity of our needs with remarkable speed. He absorbed a substantial amount of information, asked the right questions and quickly understood not only the detail of the framework, but the broader business and stakeholder considerations around it. This made the early stages of the work far faster and more seamless than I had anticipated, and gave both me and our internal stakeholders confidence that he understood what we needed.
When Luke first talked us through what could be delivered, and the speed at which he believed it could be achieved, we were excited but also somewhat sceptical. The ambition was significant, particularly given the volume and complexity of the source material and the relatively short delivery timeline. He translated our requirements into a clear plan and, ultimately, an intuitive digital experience.
Luke used AI to accelerate every stage of the delivery process. It helped him rapidly absorb and connect a substantial volume of source material, develop a detailed understanding of our requirements, shape the project plan and turn our ideas into a working solution. He also used AI to support the development and testing of the prototype, enabling him to identify issues, refine the experience and respond quickly to our feedback. This was not AI being used for its own sake. It was applied thoughtfully and practically, with Luke’s experience and judgement ensuring that the result remained grounded in our organisation, our framework and the needs of our stakeholders.
Within less than two weeks of detailed scoping, Luke was able to demonstrate a broad working prototype of the Framework Hub. The first release brought together role profiles, skills, capabilities and framework guidance in one accessible environment. It also included visual department and role exploration, structured review and validation, project progress tracking, tailored user permissions and guided support to help people understand and engage with the framework. Instead of asking stakeholders to interpret fragmented information across multiple source documents, we now had a working environment in which they could explore the framework, review role information and contribute to its development.
AI is not only part of how the Hub was developed; it is also a central part of the user experience. Stakeholders can interact with the framework through a conversational assistant that understands the underlying content and context. They can ask questions in natural language, request explanations and receive guidance as they explore or review information. The assistant communicates fluently and has an approachable, distinctive personality, making what could otherwise feel like a complex or technical framework considerably more accessible and engaging. This has shown us how AI can provide a genuinely different way for people to interact with organisational knowledge, rather than simply presenting the same information through another system.
The breadth and quality of what Luke delivered significantly exceeded our expectations and went well beyond the original brief. He was prompt, responsive and able to turn our feedback into practical improvements extremely quickly. What particularly impressed us was that the pace of delivery did not come at the expense of quality, usability or strategic thought. Luke considered not only what was required for the initial release, but also how the Hub could provide a strong and practical foundation for future development.
The Framework Hub has made our career framework easier to understand, created confidence in the direction and opened up possibilities beyond our initial expectations. More broadly, the experience has given us a much clearer understanding of the power of AI in the right hands, and the impact it can have on the speed, quality and ambition of delivery. Luke made something we initially questioned was possible into a reality, combining strategic understanding, intelligent use of AI and hands-on delivery to achieve an exceptional amount in a very short period of time. We have been delighted with both the outcome and the experience of working with him.
