ALL CHANGE – HOW NEWLEARNING APPROACHESARE SUPPORTING ASHARED VISION AT BUPAClare ShellLearning Technologies ManagerBupa H...
Slides originally presented 12th June 2012 at20 June 2011| © Brightwave Ltd.
SESSION OVERVIEWSpeaker: Clare Shell (Learning Technologies Manager, Bupa Health and Wellbeing UK)Over the last five years...
Bupa – BHW – Based in the UKRevenue            Circa £1.7bHead count         Circa 3,500Offices            Salford Quays a...
Bupa Business Challenges • More aggressive competition in the market • Diversifying business strategy – exited hospitals a...
BHW 2011 Transformation The Bupa Health and Wellbeing (BHW) strategy is to create a differentiated healthcare business, of...
Our Learning Technology History• Been using learning technologies for 10 years• Global learning management system• An acce...
Role of Learning Technologies – Welcome to BupaBupa   Private and Confidential   Date if required   8
Role of Learning Technologies – Pre-Joiner LearningBupa   Private and Confidential   Date if required    9
What our learners have said…  “ Iemployee to this was an excellentwouldtohave nothing     believe that                  th...
Building Healthcare Knowledge                                                     3 tier knowledge programme              ...
Our ApproachResources not CoursesBupa   Private and Confidential   Date if required   12
Why Resources not Courses?Bupa   Private and Confidential   Date if required   13
Why Resources not Courses• Deliver more contentBupa   Private and Confidential   Date if required   14
Why Resources not Courses• Deliver more content• Re-uses many existing assets that are already within our organisationBupa...
Why Resources not Courses• Deliver more content• Re-uses many existing assets that are already within our organisation• Di...
Why Resources not Courses• Deliver more content• Re-uses many existing assets that are already within our organisation• Di...
Why Resources not Courses• Deliver more content• Re-uses many existing assets that are already within our organisation• Di...
Why Resources not Courses• Deliver more content• Re-uses many existing assets that are already within our organisation• Di...
Why Resources not Courses• Deliver more content• Re-uses many existing assets that are already within our organisation• Di...
Improving the Subject Matter Expert               ExperienceBupa   Private and Confidential   Date if required   21
Improving the Subject Matter Expert Experience• Reduces conflicting opinion or interest amongst expertsBupa   Private and ...
Improving the Subject Matter Expert Experience• Reduces conflicting opinion or interest amongst experts• Clear owner for e...
Improving the Subject Matter Expert Experience• Reduces conflicting opinion or interest amongst experts• Clear owner for e...
Improving the Subject Matter Expert Experience• Reduces conflicting opinion or interest amongst experts• Clear owner for e...
Learner FeedbackBupa   Private and Confidential   Date if required          26
Learner Feedback88% of learners       felt more  confident in talking aboutHealth and CareBupa    Private and Confidential...
Learner Feedback88% of learners                                           82.3% of       felt more                        ...
Learner Feedback88% of learners                                                                    82.3% of       felt mor...
Learner Feedback88% of learners                                                                    82.3% of       felt mor...
Learner Feedback88% of learners                                                                       82.3% of       felt ...
Lessons from                       New Learning ApproachesBupa   Private and Confidential   Date if required   32
Lessons from New Learning Approaches• Broad business engagement… more more moreBupa   Private and Confidential   Date if r...
Lessons from New Learning Approaches• Broad business engagement… more more more• You can’t please everyone all of the time...
Lessons from New Learning Approaches• Broad business engagement… more more more• You can’t please everyone all of the time...
Lessons from New Learning Approaches• Broad business engagement… more more more• You can’t please everyone all of the time...
Lessons from New Learning Approaches• Broad business engagement… more more more• You can’t please everyone all of the time...
Lessons from New Learning Approaches• Broad business engagement… more more more• You can’t please everyone all of the time...
Lessons from New Learning Approaches• Broad business engagement… more more more• You can’t please everyone all of the time...
Lessons from New Learning Approaches• Broad business engagement… more more more• You can’t please everyone all of the time...
Lessons from New Learning Approaches• Broad business engagement… more more more• You can’t please everyone all of the time...
Lessons from New Learning Approaches• Broad business engagement… more more more• You can’t please everyone all of the time...
Why we focus on Learning Technologies It is not just about Generation Y: the way everyone acquires     knowledge, increasi...
Thank you. Any questions?Bupa   Private and Confidential   Date if required   44
Find out more about Brightwave events:           www.brightwave.co.uk/events        Subtitle can go here but you have to c...
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Beyond The Course: All change - how new learning approaches are supporting a shared vision at Bupa

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http://www.brightwave.co.uk/beyond-the-course

This presentation was originally delivered by Clare Shell (Learning Technologies Manager, Bupa Health and Wellbeing UK) Beyond The Course in Edinburgh on 12 June 2012.

About this session:
Over the last five years Bupa Health and Wellbeing UK (BHW) has successfully undergone a significant transformation to enable the business to innovate and differentiate in an increasingly competitive market. Learning technology has supported this transformation every step of the way. From a large scale systems change to a company-wide engagement programme, technology-enabled learning has been used extensively always with the long view on the customer conversation.

Drawing on practical experience, Clare Shell showcases two new resource-based projects that reinvent how employees connect with knowledge and their customers.

Making self-service learning assets available at point-of-need
Building job-specific knowledge with new approaches
Bridging the gap between learners and end-customers
Reflecting user expectations with exploratory learning experiences
Diversifying learning to support diversifying business strategy

Published in: Business, Education, Technology
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  • Learning to managers and Leaders – Blended Skills Builder
  • Focus was on engagement not the completion of regulatory learning Build knowledge of our organisation's culture Build broader knowledge of our customer profiles Build medical knowledge for roles that need it Getting across our organisation's culture, vision and values
  • Beyond The Course: All change - how new learning approaches are supporting a shared vision at Bupa

    1. 1. ALL CHANGE – HOW NEWLEARNING APPROACHESARE SUPPORTING ASHARED VISION AT BUPAClare ShellLearning Technologies ManagerBupa Health and Wellbeing UKJune 2012
    2. 2. Slides originally presented 12th June 2012 at20 June 2011| © Brightwave Ltd.
    3. 3. SESSION OVERVIEWSpeaker: Clare Shell (Learning Technologies Manager, Bupa Health and Wellbeing UK)Over the last five years Bupa Health and Wellbeing UK (BHW) has successfully undergone asignificant transformation to enable the business to innovate and differentiate in an increasinglycompetitive market. Learning technology has supported this transformation every step of the way.From a large scale systems change to a company-wide engagement programme, technology-enabled learning has been used extensively always with the long view on the customerconversation.Drawing on practical experience, Clare Shell showcases two new resource-based projects thatreinvent how employees connect with knowledge and their customers. New approach mirrors thediverse global nature of the organisation• Making self-service learning assets available at point-of-need• Building job-specific knowledge with new approaches• Bridging the gap between learners and end-customers• Reflecting user expectations with exploratory learning experiences• Diversifying learning to support diversifying business strategy
    4. 4. Bupa – BHW – Based in the UKRevenue Circa £1.7bHead count Circa 3,500Offices Salford Quays and Staines (6th largest Private Sector employer in Greater Manchester)Market NO 1 in UK PMI, circa 40%position Bupa Private and Confidential Date if required 4
    5. 5. Bupa Business Challenges • More aggressive competition in the market • Diversifying business strategy – exited hospitals and life assurance, grown healthcare provision internationally. More than just an insurance company! • Need to develop more integrated products with flexible choice and pricing • Rising costs of medical treatments • Recent re-structure to reduce operating costsBupa Private and Confidential Date if required 5
    6. 6. BHW 2011 Transformation The Bupa Health and Wellbeing (BHW) strategy is to create a differentiated healthcare business, offering a portfolio of healthcare products and services, to meet the needs of individuals through their life stages and businesses through their business lifecycle, to become their healthcare partner. ‘Helping you find Healthy’Bupa Private and Confidential Date if required 6
    7. 7. Our Learning Technology History• Been using learning technologies for 10 years• Global learning management system• An accepted way of learning in our business• In-house development as well as working with external partners• Team of 3 FTE In-House Development External Content Development •Tactical projects •Strategic learning projects •Low budget projects •Large audiences •Very aggressive •Advanced learning design timelines is requiredBupa Private and Confidential Date if required 7
    8. 8. Role of Learning Technologies – Welcome to BupaBupa Private and Confidential Date if required 8
    9. 9. Role of Learning Technologies – Pre-Joiner LearningBupa Private and Confidential Date if required 9
    10. 10. What our learners have said… “ Iemployee to this was an excellentwouldtohave nothing believe that their role, without it I way introduce an 93% of those completing the compared to the knowledge I have now. ” learning have rated it as enjoyable or very enjoyable“ My confidence products and matching them to thehave learnt more about the has been impacted positively as I customer. ” 82% said that the level of information “ I now have aBupa and its understanding of better provided was just right, with 5.9% saying products and competitors. ” not enough Bupa Private and Confidential Date if required 10
    11. 11. Building Healthcare Knowledge 3 tier knowledge programme Job Specific Developing Knowledge Baseline KnowledgeBupa Private and Confidential Date if required 11
    12. 12. Our ApproachResources not CoursesBupa Private and Confidential Date if required 12
    13. 13. Why Resources not Courses?Bupa Private and Confidential Date if required 13
    14. 14. Why Resources not Courses• Deliver more contentBupa Private and Confidential Date if required 14
    15. 15. Why Resources not Courses• Deliver more content• Re-uses many existing assets that are already within our organisationBupa Private and Confidential Date if required 15
    16. 16. Why Resources not Courses• Deliver more content• Re-uses many existing assets that are already within our organisation• Different treatments for different elements of the learningBupa Private and Confidential Date if required 16
    17. 17. Why Resources not Courses• Deliver more content• Re-uses many existing assets that are already within our organisation• Different treatments for different elements of the learning• Allows for a range of learning stylesBupa Private and Confidential Date if required 17
    18. 18. Why Resources not Courses• Deliver more content• Re-uses many existing assets that are already within our organisation• Different treatments for different elements of the learning• Allows for a range of learning styles• Deeper knowledge available if people want itBupa Private and Confidential Date if required 18
    19. 19. Why Resources not Courses• Deliver more content• Re-uses many existing assets that are already within our organisation• Different treatments for different elements of the learning• Allows for a range of learning styles• Deeper knowledge available if people want it• More likely to encourage just in time learning; easier to find and come back toBupa Private and Confidential Date if required 19
    20. 20. Why Resources not Courses• Deliver more content• Re-uses many existing assets that are already within our organisation• Different treatments for different elements of the learning• Allows for a range of learning styles• Deeper knowledge available if people want it• More likely to encourage just in time learning; easier to find and come back to• Sharing assets across sectors or organisations is easierBupa Private and Confidential Date if required 20
    21. 21. Improving the Subject Matter Expert ExperienceBupa Private and Confidential Date if required 21
    22. 22. Improving the Subject Matter Expert Experience• Reduces conflicting opinion or interest amongst expertsBupa Private and Confidential Date if required 22
    23. 23. Improving the Subject Matter Expert Experience• Reduces conflicting opinion or interest amongst experts• Clear owner for each element of the learningBupa Private and Confidential Date if required 23
    24. 24. Improving the Subject Matter Expert Experience• Reduces conflicting opinion or interest amongst experts• Clear owner for each element of the learning• Sign-off meetings shorter and more focusedBupa Private and Confidential Date if required 24
    25. 25. Improving the Subject Matter Expert Experience• Reduces conflicting opinion or interest amongst experts• Clear owner for each element of the learning• Sign-off meetings shorter and more focused• More ownership from subject matter experts which means more engagementBupa Private and Confidential Date if required 25
    26. 26. Learner FeedbackBupa Private and Confidential Date if required 26
    27. 27. Learner Feedback88% of learners felt more confident in talking aboutHealth and CareBupa Private and Confidential Date if required 27
    28. 28. Learner Feedback88% of learners 82.3% of felt more learners indicated confident in improved talking about knowledge reHealth and Care Problems in HealthcareBupa Private and Confidential Date if required 28
    29. 29. Learner Feedback88% of learners 82.3% of felt more learners indicated confident in improved talking about knowledge reHealth and Care Problems in Healthcare “Excellent piece of elearning, design and interaction made it fun and easy to learn!”Bupa Private and Confidential Date if required 29
    30. 30. Learner Feedback88% of learners 82.3% of felt more learners indicated confident in improved talking about knowledge reHealth and Care Problems in Healthcare 92.7% oflearners would recommendthis learning to acolleague (7.4% already had) “Excellent piece of elearning, design and interaction made it fun and easy to learn!”Bupa Private and Confidential Date if required 30
    31. 31. Learner Feedback88% of learners 82.3% of felt more learners indicated confident in improved talking about knowledge reHealth and Care Problems in Healthcare 92.7% oflearners would recommendthis learning to acolleague (7.4% already had) “Excellent piece of elearning, design and interaction made it fun and easy to learn!” “I feel more confident now advising our members on healthcare issues than I did when I came in this morning.”Bupa Private and Confidential Date if required 31
    32. 32. Lessons from New Learning ApproachesBupa Private and Confidential Date if required 32
    33. 33. Lessons from New Learning Approaches• Broad business engagement… more more moreBupa Private and Confidential Date if required 33
    34. 34. Lessons from New Learning Approaches• Broad business engagement… more more more• You can’t please everyone all of the timeBupa Private and Confidential Date if required 34
    35. 35. Lessons from New Learning Approaches• Broad business engagement… more more more• You can’t please everyone all of the time• Agile development of learning contentBupa Private and Confidential Date if required 35
    36. 36. Lessons from New Learning Approaches• Broad business engagement… more more more• You can’t please everyone all of the time• Agile development of learning content• Edit learning once early evaluation feedback is received – continual tweakingBupa Private and Confidential Date if required 36
    37. 37. Lessons from New Learning Approaches• Broad business engagement… more more more• You can’t please everyone all of the time• Agile development of learning content• Edit learning once early evaluation feedback is received – continual tweaking• Positive response to exploratory learning experienceBupa Private and Confidential Date if required 37
    38. 38. Lessons from New Learning Approaches• Broad business engagement… more more more• You can’t please everyone all of the time• Agile development of learning content• Edit learning once early evaluation feedback is received – continual tweaking• Positive response to exploratory learning experience• Subject matter experts / Stakeholders easier to manager – Resources notcoursesBupa Private and Confidential Date if required 38
    39. 39. Lessons from New Learning Approaches• Broad business engagement… more more more• You can’t please everyone all of the time• Agile development of learning content• Edit learning once early evaluation feedback is received – continual tweaking• Positive response to exploratory learning experience• Subject matter experts / Stakeholders easier to manager – Resources notcourses• Consider maintenance approach to learning content at the start of the project –videosBupa Private and Confidential Date if required 39
    40. 40. Lessons from New Learning Approaches• Broad business engagement… more more more• You can’t please everyone all of the time• Agile development of learning content• Edit learning once early evaluation feedback is received – continual tweaking• Positive response to exploratory learning experience• Subject matter experts / Stakeholders easier to manager – Resources notcourses• Consider maintenance approach to learning content at the start of the project –videos• Partnership approach with 3rd party supplierBupa Private and Confidential Date if required 40
    41. 41. Lessons from New Learning Approaches• Broad business engagement… more more more• You can’t please everyone all of the time• Agile development of learning content• Edit learning once early evaluation feedback is received – continual tweaking• Positive response to exploratory learning experience• Subject matter experts / Stakeholders easier to manager – Resources notcourses• Consider maintenance approach to learning content at the start of the project –videos• Partnership approach with 3rd party supplier• Re-use existing material – don’t always need to re-inventBupa Private and Confidential Date if required 41
    42. 42. Lessons from New Learning Approaches• Broad business engagement… more more more• You can’t please everyone all of the time• Agile development of learning content• Edit learning once early evaluation feedback is received – continual tweaking• Positive response to exploratory learning experience• Subject matter experts / Stakeholders easier to manager – Resources notcourses• Consider maintenance approach to learning content at the start of the project –videos• Partnership approach with 3rd party supplier• Re-use existing material – don’t always need to re-invent• Easily share assets across organisationBupa Private and Confidential Date if required 42
    43. 43. Why we focus on Learning Technologies It is not just about Generation Y: the way everyone acquires knowledge, increasingly through technology, is changing.Bupa Private and Confidential Date if required 43
    44. 44. Thank you. Any questions?Bupa Private and Confidential Date if required 44
    45. 45. Find out more about Brightwave events: www.brightwave.co.uk/events Subtitle can go here but you have to copy it Contact Brightwave: +44 (0)1273 827676 enquiries@brightwave.co.uk12 June 2012| © Brightwave Ltd. 45
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