MICROLEARNING SERIES PART 2 MAXIMIZING ROI WITH MICROLEARNING
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This document contains information about an upcoming webinar on microlearning. It includes the agenda for the webinar which will discuss measuring learning and return on investment from microlearning. It also provides examples of how three companies - Bloomingdale's, BT, and a logistics facility - have used microlearning and been able to measure improvements in knowledge, behaviors, and business results.
MICROLEARNING SERIES PART 2 MAXIMIZING ROI WITH MICROLEARNING
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- 5. April 12, 2018 Microlearning Series Part 2: Maximizing ROI with Microlearning
- 6. Agenda A word about learning measurement Part 1 recap: what is microlearning? Microlearning & measurement Microlearning: a different mindset & approach 3 Stories: a retailer, a call center & logisFcs facility Carol Leaman Chief ExecuFve Officer Axonify
- 7. Tradi/onal Learning Data • Comple/ons • Scores • Seat /me • Smile sheets Business Data • Sales revenue • Basket size • Safety incidents • Customer sa/sfac/on Something to keep in mind during this webinar… What metrics maQer most to L&D? What maQers most to your business? 7 Microlearning Data • Engagement • Baseline, current knowledge and growth in knowledge • Confidence • Behavior $
- 8. 8 Results evaluaFon is the effect on the business or environment by the trainee. Behavior evaluaFon is the extent of applied learning back on the job – implementaFon. 11.6% 41% 16.7% 69.8% Let’s start with the Kirkpatrick Model (Cliff)
- 9. 9 With the advent of microlearning we are able to do beMer.
- 10. Back to the Kirkpatrick Model 10 Microlearning allows us to truly measure levels 2 through 4 and beyond.
- 11. Microlearning recap from Part 1: What it is and what it isn’t
- 12. Microlearning is an approach to training that delivers content in short, focused bites. It’s woven into the workday and maps to how the brain actually learns and retains knowledge. Part 1 recap
- 13. Microlearning isn’t just a strategy. It’s a mindset. Part 1 recap
- 14. Principles of microlearning done well Clear business goal Desired behavior Learning science Anywhere, any/me Right-‐fit format Ac/onable data Part 1 recap
- 15. Line of Business Buyer 46% L&D/HR Buyer 19% L&D within LOB 35% Microlearning Purchase Breakdown Microlearning addresses the needs of the business AND the needs of the individual. Part 1 recap
- 16. And… Line of Business Buyer 46% L&D/HR Buyer 19% L&D within LOB 35% Microlearning Purchase Breakdown
- 17. Microlearning is the Holy Grail of learning measurement.
- 18. The ques/on is “WHY?” and “HOW?”
- 19. Let’s start with the “WHY?”
- 20. With Microlearning It is now possible to gather knowledge at the individual level, creaFng a rich and powerful dataset…
- 21. With Microlearning …linking individual knowledge to on-‐the-‐ job behaviors...
- 22. With Microlearning ...feeding the data into advanced staFsFcal models and machine learning…
- 23. With Microlearning …to ulFmately Fe business outcomes back to learning at the individual or team level.
- 24. Individual Knowledge Profile + Behavior ObservaFons + Historical Business Outcomes = Billions of Data Points Generated apply Machine Learning = Insight into how learning is impacFng performance and business results.
- 25. For microlearning to make learning measurement a reality it takes a different mindset and approach.
- 26. StarFng with the end in mind CONTENT KNOW DO RESULTS
- 27. StarFng with the end in mind CONTENT KNOW DO RESULTS Zero recordable ladder incidents.
- 28. StarFng with the end in mind CONTENT KNOW DO RESULTS Zero recordable ladder incidents. Was the ladder climbed in the proper way?
- 31. StarFng with the end in mind CONTENT KNOW DO RESULTS Zero recordable ladder incidents. Did they gain knowledge on the proper technique for climbing a ladder? Was the ladder climbed in the proper way?
- 35. 35 Knowledge and behavior profile
- 36. StarFng with the end in mind CONTENT KNOW DO RESULTS Ladder Handling Learning Modules and Reinforcement Zero recordable ladder incidents. Did they gain knowledge on the proper technique for climbing a ladder? Was the ladder climbed in the proper way?
- 37. How do we know if we have the right content? High level of knowledge Correct behavior demonstrated Good content High level of knowledge Incorrect behavior demonstrated Content may be an issue
- 38. 3 Microlearning Measurement Stories Retail, Call Center, LogisFcs
- 39. Bloomingdale’s Microlearning has been criFcal to the success of Bloomingdale’s safety and LP awareness program across all of its locaFons since 2012.
- 40. Bloomingdale’s and Microlearning 40 90% voluntary par/cipa/on, 72% stated that they prefer microlearning to other ways of learning. Double digit knowledge growth, 86% of associates stated that microlearning has increased their knowledge and job confidence. 83% of associates stated that microlearning has helped reduce shortage and prevent accidents by changing behavior $2.2 million dollars a year in savings, 41% reduc/on in safety incidents. 0 0 Level 4: Results 0 0 Level 3: Behavior 0 0 Level 2: Learning 0 0 Level 1: Reac/on
- 41. BT BT leverages microlearning within its contact center environments to change behavior and improve the overall customer experience.
- 42. BT and Microlearning 42 Voluntary par/cipate more than 2x/week and 96% agreed that their knowledge growth began from the first day they started using microlearning. Knowledge increased to 86% from 69% (BT Connec/ons Group) and 91% from 76% (BT Sales & Reten/on Group). Rep confidence increased drama/cally. BT reps can answer customer ques/ons more quickly and accurately because of microlearning. 2.3%-‐10% reduc/on in repeat customer calls, 14-‐second reduc/on in call-‐handling /me, 5% improvement in customer value, 2.7% improvement in connec/on rate. 0 0 Level 4: Results 0 0 Level 3: Behavior 0 0 Level 2: Learning 0 0 Level 1: Reac/on
- 43. Walmart LogisFcs Since 2012, microlearning has been an integral component of the Safety Awareness Program at Walmart LogisFcs, with 80,000+ employees on the plaiorm every day.
- 44. Walmart LogisFcs and Microlearning 44 Sustained >90% voluntary par/cipa/on since 2012. Employees frequently say “have you Axonified today?” Knowledge increases in safety topic areas of 7-‐10% (2012 pre-‐launch 6-‐month pilot results). Over 1 million behavior observa/ons/month. High knowledge-‐ behavior correla/on. 12% decrease in medical incidents and 30% reduc/on in lost /me injuries (2012 pre-‐launch 6-‐month pilot results). 0 0 Level 4: Results 0 0 Level 3: Behavior 0 0 Level 2: Learning 0 0 Level 1: Reac/on
- 45. Tradi/onal Learning Data • Comple/ons • Scores • Seat /me • Smile sheets Business Data • Sales revenue • Basket size • Safety incidents • Customer sa/sfac/on What metrics maQer most to L&D? What maQers to at your business? Shouldn’t they be the same? 45 Microlearning Data • Engagement • Baseline, current knowledge and growth in knowledge • Confidence • Behavior $
- 46. Walmart and Microlearning Voluntary microlearning par/cipa/on averages 91% Knowledge levels on topics around safety increased by 15% 1M behaviors observed monthly, 96% posi/ve Recordable incidents at 8 of Walmart’s distribu/on centers decreased by 54% 0 0 Level 4: Results 0 0 Level 3: Behavior 0 0 Level 2: Learning 0 0 Level 1: Reac/on
- 47. Booth #119 Session M21EXD - Use Big Data to Prove Business Impact Mon, May 07 | 1:00 PM - 2:15 PM | Room: 23B
- 49. Q&A
- 50. #CLOwebinar Register for the next webinar! The Language of Employee Retention Tuesday, April 17, 2018 Webinars start at 2 p.m. Eastern / 11 a.m. Pacific Register for all upcoming Chief Learning Officer Webinars at clomedia.com/webinars