Next generation of e-learning: Making corporate learning personal

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This presentation was first shared at a webinar hosted by the Learning and Skills Group on Thursday 4 October 2012: http://www.brightwave.co.uk/e-learning-webinars/squaring-the-circle-how-to-make-corporate-learning-personal

Presenters: Charles Gould, Managing Director and Alex Reeve, Blended Learning Consultant, Brightwave

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Next generation of e-learning: Making corporate learning personal
The convergence of digital technologies in life and work is undeniably impacting corporate learning. It is affecting expectations and possibilities. Learners want to take control of their own learning process so that it's relevant, flexible and targeted.
Organisations need people to comply, perform and share in a corporate vision. How can we make learning more personal AND meet the wider needs of the organisation?

In this session, featuring real world examples from Bupa Health & Wellbeing UK, HEINEKEN and Lloyds Banking Group, Charles and Alex will explore how we can achieve both imperatives to solve some contemporary challenges.
• Meet organisational needs while exploiting less formal learning
• Help learners forge their own path with the next generation of portals
• Enhance learning using communications, social media and mobile technology
• Curate the right mosaic of content and connections to realise business goals
• Remix old blends with new media

Charles Gould, Managing Director, Brightwave
The founder of Brightwave and its Managing Director, Charles has over 15 years' experience of designing and producing e-learning solutions for numerous corporate clients, initially with PwC, Epic, and BT. In 2001 Charles left PwC, where he was a Senior Manager, to set up Brightwave. Since then he has grown the company to its position today as the foremost e-learning company in the UK. He holds an MBA from London Business School.
Alex Reeve, Blended Learning Consultant, Brightwave

As Blended Learning Consultant at Brightwave, Alex provides strategic advice and blended learning expertise to Brightwave's clients, and has been leading the design and delivery of e-learning, web, instructor-led training and blended projects for a wide variety of public and private sector clients since 1997.


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  • So this is an example of how we could aggregate some of these learning opportunities into our Mosaic Learning Platform.
  • Here we have 'featured content'. User-rated videos, e-learning and user-generated content.
  • Leaderboards – gamification techniques to celebrate success and encourage friendly competition.
  • Live Online learning. Webinars and Virtual Classrooms.
  • Social learning, forums and Twitter feeds.
  • Quizzes and assessments.
  • Curation of existing resources.
  • Learn – directory of e-learning and workshop courses.
  • The ability to seek help from experts.
  • So now we're going to have a look at how we've used some forward-looking online learning approaches with Sky, Bupa, Lloyds and HEINEKEN.
  • So this was a first-generation Learning Portal we produced for Sky a few years ago. And it features a lot of the items we've talked about so far – game-based learning and Leaderboards, and curation of existing resources such as product-guides.
  • 'The Perfect Match' is a video-based simulation which allows new starters at Sky to interact with five fictional customers. Learners must select the right responses to customer questions to complete these 'virtual' calls successfully. The beauty of simulations and virtual role play activities is that they allow learners to practise skills in situations that feel authentic, without fear of failure or public embarrassment if they get things wrong. This means that learners can take risks and see the consequences of their actions quickly, thereby accelerating the learning process and time-to-competence.
  • So do these kinds of techniques really work? The evaluation results from Sky suggest they do.
  • Pre-joiner portal designed to familiarise new starters before Day 1 at work. Because it's for new starters, it's important that this works on the widest range of platforms, so we developed a PC and an iPad / iPhone version.
  • An example of user-generated content. So this portal acts as a kind of corporate YouTube, where staff can record best-practice.
  • Interactive Exercise, where you're challenged to drag-and-drop the body-parts to the correct places.
  • Lloyds Banking Group came to Brightwave because they wanted to convert their 20-day f2f induction programme for Telephony staff into a much shorter and sharper blended learning solution. They were looking for a learning experience that would really motivate their new starters, many of whom are school leavers with very little understanding of the banking industry. So they wanted something that feels different – something engaging, easy to understand, and not traditional 'click next to continue' e-learning.
  • So we came up with the idea of taking the 'learning journey' metaphor to its logical conclusion. We take the learners on a road trip round LBG's UK sites. And Dawn, who we see in the driving seat here, is our guide through the learning experience. Remember the context – School leavers Unaccompanied Keep the customer real – photos and video Move from lateral scenarios to literal (so first we see examples of customer service that we recognise, then we move to more literal banking scenarios) Move from vision to voice (so first we see the customer is real, then we move to the reality of the call centre where we don't see them) Represent the induction journey Modular approach
  • Now this programme comprises over 26 hours of learning. And when you're dealing with that volume of content, it's really important to a have a lively and varied mix of media to hold people's attention. So we have presenter-led videos with Dawn our 'virtual trainer', dramatisations of work-based scenarios, colleague testimonials, and immersive system simulations to get staff up to speed with Lloyds banking applications. Multimedia e-learning Paper-based self-learns Trainer support Videos – presenter-led, drama and vox pops Ask the Experts System simulations Practice Role plays Assessments & Competency tests Fun quizzes
  • There was a really strong business case for revamping Heineken's training programme for new and existing sales staff. The L&D team at HEINEKEN found that the failure rates in their annual Selling Skills Assessments was much higher than the industry standard. So they wanted a really high-impact learning solution that would help address skills gaps and ultimately increase sales. Following the round 1 Selling Skills Assessment (SSA), HEINEKEN have identified skills gaps in both the existing sales force and newly inducted staff members. The industry failure rate for similar assessment models is 20% on the first round; while HUK Sales Force is a projected 45% failure rate. These identified skills gaps (or SSA failures) represent significant risk to the HUK strategy to 'deliver top line growth' and forms the 'principal return opportunity' in 2012 for the Sales Capability team. We understand that the total cost of hiring and training a new member of staff at HEINEKEN is approximately £60k, so it's vital that the induction is a success.
  • So for this project, we devised a blend which features a fun mix of traditional and contemporary instructional approaches – because we believe in picking the right tools for the job. We're not just focussed on e-learning. So we have an Induction workbook, which new starters receive on their first day. Which is obviously a very familiar but very useful training tool. There's a board game – which is a 'Trivial Pursuit' on all things HEINEKEN and has over 700 questions. So this is great for sales staff who spend a lot of time on their own, on the road – they will play in this in teams during their monthly get-togethers and build up their product and brand knowledge in a fun and social way. Capability Map – which outlines learning pathways at HEINEKEN using the 70/20/10 model. And finally we have an online Learning Portal, which features a digital version of the board game and access to a wealth of existing training and performance support materials cherry-picked / curated by the HEINEKEN team.
  • Here we have the portal. So we'll show what happens when you launch the online quiz.
  • The design reflects the physical board game. But this is a single-player rather than team-game. So you can select quiz questions from a number of different categories – Brand, Products, Sales skills, HEINEKEN general knowledge.
  • If you decide to 'spin the bottle' you'll be asked questions at random from the five categories. Now you have to use your imagination here.
  • So does anyone drink Bulmers Original? Do you know what colour the bottle is?
  • We'll skip ahead to the Game Feedback screen. You're told your score. We also use game-based reward devices like 'bonus' points. Add a bit of eye-candy and really incentivise users to keep coming back and playing the game over and over. HEINEKEN is planning to award prizes each month to the players with the highest scores. So another great way to incentivise usage.
  • We're now back at the portal page. A number of learning pathways. And the content for each pathway has been 'curated' by the HEINEKEN L&D team. So by curation we mean they have cherry-picked a mix of relevant internal and external learning resources.
  • Information about coaching from Line Managers and other Experts.
  • And we can also find out about formal training courses. Like this 'Closing and Handling Objections' workshop.
  • Next generation of e-learning: Making corporate learning personal

    1. 1. Next generation e-learningCharles Gould, Managing DirectorAlex Reeve, Blended Learning Consultant
    2. 2. What are common objections to e-learningcourses?
    3. 3. What are common objections to e-learningcourses? • Boring • Too long • Irrelevant • Expensive • Impersonal • Forced to do it • Inaccessible
    4. 4. E-learning: the next generation• How can we use the wealth of tools and resources already available?• How can we bridge the gap between formal and informal learning?• How can we deliver more for less?• How do people learn differently because of broadband, social media, apps, etc?
    5. 5. Every minute…• YouTube users upload 48 hours of video• Facebook users share 684,478 pieces of content• Instagram users share 3,600 new photos• Tumblr sees 27,778 new posts published
    6. 6. Work-based learning evolvesWork 3-day residential courseLife
    7. 7. Work-based learning evolvesWork 3-day F2F residential course course at workLife
    8. 8. Work-based learning evolvesWork 3-day F2F Self- residential course paced course at work CBTLife
    9. 9. Work-based learning evolvesWork 3-day F2F Self- Multimedia residential course paced e-learning course at work CBTLife
    10. 10. Work-based learning evolvesWork 3-day F2F Self- Multimedia A mosaic residential course paced e-learning approach course at work CBTLife
    11. 11. What learning technology trends have caught your attention?
    12. 12. Get Up To Speed
    13. 13. Sky Get Up To Speed: Business Impact Over the last 3 years….•At least 2,000 new starters per year•£1M savings per year•40,000+ hours of learning prior to Day 1 ofemployment
    14. 14. Get Off to a Flying Start
    15. 15. Bupa Pre-Joiner: Learner Feedback• 93% of those completing the learning have rated it as enjoyable or very enjoyable• 92.7% of learners would recommend this learning to a colleague• 88% of learners felt more confident in talking about Health and Care
    16. 16. Road to Success
    17. 17. The BriefConvert 20-day Telephone Bankinginduction to:•12-day induction  4 days trainer-facilitated  8 days self-directedSuccess criteria:•Increase engagement•Increase speed-to-competence•Reduce customer complaints•Reduce attrition levels
    18. 18. e ephonng our I n T e l e t ak i B we r n g anki ew rs on a stn rte a jou rney... themed on as a roadW e v e inductiour new trip!
    19. 19. Presenter-led videos DramaColleague System simulationstestimonials
    20. 20. Commercial Capability Academy
    21. 21. The Brief• Re-energise induction and refresher training for Sales staff• Blend of offline and online materialsSuccess criteria:• Increase engagement• Increase brand and product knowledge• Reduce Selling Skills Assessment (SSA) failure rates• Increase sales
    22. 22. So, what is the future of online learning? Dynamic and user-generated content Live online training Gamification Content curation Study guides: navigator Social learning High impact new content Tough assessments Learning Analytics
    23. 23. So, what is the future of online learning? More focus on performance / change Less time wasted for learners who already can More use of whats available Less spent on repurposing content More precision Less noise and irrelevance
    24. 24. Questions
    25. 25. Connect with us:charles.gould@brightwave.co.ukalex.reeve@brightwave.co.ukTwitter: @brighttweet+44 (0)1273 827676Free guide:Agile learning for the workplace:www.brightwave.co.uk/emosaic

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