User-focused design for gold-standard compliance training

User-focused
design for
gold-standard
compliance training

Compliance e-learning in three words?

Is this the cause oreffect of its bad reputation?

Let’s rehabilitatecompliance e-learning!

What do you wantit to be like?

Greatcompliance e-learning in threewords
Effective
Relevant
Engaging

In other words, user-focused

Three steps to compliance greatness
Help them live it
Show them it matters
Make them care

Design compliance
e-learning thatengages usersand changes behaviours

Help them live it
Make them care

1.
Visual design and concept

surprising
Do something

surprising
Do something
sit up
Get them to
and
take notice

2.
Tone of voice and language

Banish the business speak
Train companies ... use strangely remote and pompous language. The kind that tells us they’d rather do anything but talk to us ... But it’s hard to like anyone who talks to you the way they do. It will only ever get one result. Zero compliance.
- Jan (The Writer)

(Sometimes, less is more)

conversational
Keep it
short
“We prefer words and sentences.
We respond well to
language.”
natural, clear, simple
- Nick Parker (The Writer)

Have
fun
with it

3.
Variety, choice and control

Mixandmatch
“ clearly works
Different content
different formats
better in ...
... And learners clearly have ”
preferences
- Cathy Moore (Making Change)

Let go!
Let the user take contro
of the learning experience
user
control
learning experience

Help them live it
Make them care

Make them care
Help them live it

4.
Scenarios, decisions, outcomes

Draw on high profile cases

Draw on high profile cases
Recognise any of these stories?
Let’s take a look behind the headlines...

Build in stories and anecdotes

Build in stories and anecdotes
Meet Jackie
Jackie didn’t take the health and safety course she was meant to take before operating heavy machinery on a building site.
‘What’s the worst that can happen?’ she thought.
Click here to find out how many bones she broke...

5.
Practice before theory

Take a tip from the ads
really useful
Put the
,
interesting
surprising
and
stuff centre-stage *
* The legal stuff’s the small print that comes afterwards

6.
Tailored access and experiences

Think about the audience
Group job roles into
risk categories

Find out what they already know
“Save everyone’s time with a
realistic, contextual pre-test.
Let learners prove they don’t need the training.”
- Cathy Moore (@CatMoore)

Then...
...tell them
what they need to know.
Just that –
nothing more.

Make them care
Help them live it

7.
Actions, not words

What do you want to get from today?

Set behavioural outcomes
To create e-learning that changes real-world behavior, we have to first identify what people need to do, and only then decide if there’s anything that they need to know.
- Cathy Moore (Making Change)

Actions, not words
Know how to handle data appropriately

Actions, not words
Explain the evacuation procedure

Actions, not words
Evacuate your guests safely from the building

Actions, not words
Define what constitutes fraudulent acts

Actions, not words
Define what constitutes fraudulent acts
Report any signs of fraud

Check the right thing
Design an assessment that
proves competence
not just
compliance

8.
Challenging questions and activities

first, later
Ask
check
Design
e-learning
not
e-telling

Remember
Goldilocks
rule
the

Things to avoid when writing questions?

9.
An ongoing experience

Make them care
Help them live it

Help them live it
Make them care

User-focuseddesign for
gold-standard compliance training
Help them live it
Make them care

Design compliance
e-learning thatengages usersand changes behaviours

References
Tone of voice and language
Banishing the business speak (Stephanie Dedhar): http://bit.ly/c9IYWX
Bad language hits the buffers (The Writer): http://bit.ly/dEnzlg
Words that can change your world (Nick Parker): http://bit.ly/aFdeEf
How to write for the web (Econsultancy): http://bit.ly/9KaOfi
Stephen Fry kinetic typography (RogersCreations via YouTube): http://bit.ly/bqoCdS
Dump the drone (Cathy Moore): http://bit.ly/kF0v
Variety, choice and control
Learning styles – worth our time? (Cathy Moore): http://bit.ly/9FhO6W
Practice before theory
Learning from the ad men (Kineo): http://bit.ly/bZpOsn
Actions, not words
Why you want to focus on actions, not learning objectives (Cathy Moore): http://bit.ly/bFv4I
Challenging questions and activities
Can you answer these questions about multiple-choice questions? (Cathy Moore): http://bit.ly/cHftw
Tips for effective questions (Saffron): http://bit.ly/9dDWcZ

Image credits
1. SUAT EMAN / FREEDIGITALPHOTOS.NET
2. JSCREATIONZS / FREEDIGITALPHOTOS.NET
4. GRAUR CODRIN / FREEDIGITALPHOTOS.NET
5. GRAUR CODRIN / FREEDIGITALPHOTOS.NET
9. FREEDIGITALPHOTOS.NET
13. M_BARTOSCH / FREEDIGITALPHOTOS.NET
16. KANDYJAXX / FLICKR.COM
21. PIXOMAR / FREEDIGITALPHOTOS.NET
26. FILOMENA SCALISE / FREEDIGITALPHOTOS.NET
30. FREEDIGITALPHOTOS.NET
31. FRANCESCO MARINO / FREEDIGITALPHOTOS.NET
33. AMBRO / FREEDIGITALPHOTOS.NET
39. SUAT EMAN / FREEDIGITALPHOTOS.NET
49. GRAUR RAZVAN IONUT / FREEDIGITALPHOTOS.NET
53. SALVATORE VUONO / FREEDIGITALPHOTOS.NET
59. RENJITH KRISHNAN / FREEDIGITALPHOTOS.NET

User-focused design for gold-standard compliance training

by Stephanie Dedhar on Dec 01, 2010

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