Mobile learning for care workers

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Presentation at the Handheld learning conference, London, 7th October 2009
Emerging Technologies and New Practices
Presented by: Ian Haynes, Digital Strategy Director & Dr. Talke Hoppmann, User experience consultant
Cimex Media Ltd.

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  • The purpose of our presentation today is to look at the development and user testing of a prototype e-learning service designed for social workers. We will explain our testing methodology, the finding of our work and explore how we are going to use this to inform next steps of the project
  • We have be working with the social Care Institute for excellence for a number of years now – producing rich interactive resources which have won a number of awards for quality and innovation.
  • In particular we develop and maintain DirectGov mobile as a complete managed service. So it seamed like a logical next step for us to see how we could apply our e-learning skills to mobile and the audience of social worker seemed ideal – they are a remote workforce who are not generally deskbound so mobile delivery has great potential to reach this audience.
  • Very big and diverse audience primarily remote workers from social workers with degrees and a fair amount of ongoing training as part of their job, to care workers for whom English is their second language. Accessibility is very important for this audience – and much of the e-learning we have developed for social care institute for excellence is designed to be highly accessible even via screen readers.
  • Mobile delivery of e-learning is therefore provides us with a great opportunity to reach a much wider audience….
  • Currently the majority of E-learning available at the moment is primarily aimed at desktop pc’s and laptops. Although there have been some initiatives designed for social workers involving mobile devices and tablet PC’s. For example Glasgow Council ran a project which enables care workers to get access to patient care plans whilst they are out on the road via their blackberry’s. Barking and Dagenham have adopted the same approach using tablet pc where care workers can also update records whilst out visiting patients and the University of Plymouth are looking at mobile devices to support students during work placements.
  • Current e-learning has been proven to be flexible and cost effect – and it is not just about the dissemination of facts – very good at bringing often complex guidelines to life through interactive scenarios applying content to real life applications which the learners can understand and relate too. The –learning is also very good at helping learners understand and develop empathy with their clients – for example some work done around Dementia allows a care worker to develop an understanding of what it is like for a dementia sufferer.
  • Freely distributed scorm based learning resources –viewd via the social care website, cd-rom or downloaded and integrated in a learning management system
  • We have also developed themed gateways – these gateways aggregate different types of learning resources from interactive learning objects, to documents, video clips and links into other reources.
  • There is a new online social care video service being launched later this month – very similar to teachers tv
  • On the back of this we developed a prototype mobile version of this video service – the aim being to understand how useful a service like this might be, how users would respond to it, an to try and understand more about developing a highly effective information architecture and what the technical implications might be to deliver this service effectively to a large number of potential users.
  • Difference to traditional user research – There are different ways of exploring the mobile user experience – but for all of them it should be kept in mind that mobiles are usually used on the go so the user is hardly ever in a static situation, as with internet use through desk/laptops, which are more easy to observe in a lab situation. Workshops (with paper prototypes) are a good way of exploring the concept and define the required functionality as users are able to draw and change everything right there Testing on mobile devices (with mobile camera) – is a good way of testing prototypes and to understand usability issues and specific problems users face Diary studies – to study mobile use as and when it happens Online surveys – to understand mobile use and a larger scale and gather quantitative data about use, experience, devices etc.
  • Time (only being able to access resources on-the-go, with little time to spend on them, would need to know video length upfront) Screen size & quality (worries about being able to see the video properly, audio more helpful) Download (fears of paying, unsure where saved, ‘clogging up’ space) Sound (not always having headphones at hand) Money (most participants have work phones, but not internet enabled)
  • Develop the personalised version further – and to whilst we will be delivering some e-learning to the mobiel we also want to use it to plink in and promote other content. Perhaps you get a taster of the dementia course on the mobile and the main course is promoted..
  • Mobile learning for care workers

    1. 1. Mobile learning for care workers <ul><li>7 October 2009 </li></ul><ul><li>Partnership between Social Care Institute for Excellence & Cimex </li></ul><ul><li>Ian Haynes </li></ul><ul><li>Dr. Talke Hoppmann </li></ul>
    2. 2. Summary <ul><li>Development & testing of a prototype mobile e-learning solution designed for care workers </li></ul><ul><li>User testing methodology </li></ul><ul><li>Results of testing with cross section of users </li></ul><ul><li>Next steps </li></ul>
    3. 3. Background <ul><li>Social Care Institute for Excellence </li></ul><ul><li>Cimex </li></ul>
    4. 4. Social Care Institute for Excellence <ul><li>Remit – improve social care services to adults </li></ul><ul><li>Research, define and promote best practice </li></ul><ul><li>E-learning has grown into a key part of this… </li></ul>
    5. 6. Our audience: Care sector <ul><li>UK care sector > 1.6 million people </li></ul><ul><li>Likely to increase by 10 - 15% in 2010 </li></ul><ul><li>> 21,000 care homes, providers and social service departments </li></ul><ul><li>Employers: Private sector, local authority, voluntary </li></ul>
    6. 7. e-readiness report - 2006 <ul><li>SCIE commissioned MORI report </li></ul><ul><li>47 % of employers believed that e-learning could be effective in the next couple of years </li></ul><ul><li>But current usage is low – particularly in private sector </li></ul><ul><li>Lack of resources – big barrier </li></ul>
    7. 8. Current projects <ul><li>Primarily Online delivery – aimed at desktops </li></ul><ul><li>Glasgow Council: Blackberry access to patient care plans </li></ul><ul><li>Barking & Dagenham -Tablet PCs </li></ul><ul><li>University of Plymouth: mobile support for work placement students studying Social Work Degree </li></ul>
    8. 9. Benefits of e-learning <ul><li>Flexible & cost effective </li></ul><ul><li>Not just about dissemination of facts </li></ul><ul><li>Application of complex guidelines to real life scenarios </li></ul><ul><li>Develop understanding and empathy with service users e.g. Dementia project </li></ul>
    9. 10. Freely distributed SCORM based learning objects
    10. 11. Themed ‘gateways’ e.g. Dementia Gateway
    11. 12. Social Care TV – new online TV channel Launching later this month…
    12. 13. Mobile prototype developed for user testing
    13. 14. Researching mobile phone use <ul><li>Requirements gathering Workshops with paper-based prototypes </li></ul><ul><li>Ethnographic research Diary studies </li></ul><ul><li>Usability research User testing with mobile camera device </li></ul><ul><li>Online research Online surveys on mobile phone use </li></ul>User experience Outcomes of diary study User remarks on paper-based prototype Diary packs for week long study User testing with mobile camera
    14. 15. Purpose & aims <ul><li>Understand users’ backgrounds and their use of learning resources </li></ul><ul><li>Understand the effectiveness of mobile compared to desk-/laptop learning </li></ul><ul><li>Define factors influencing future use, e.g. technical limitations, practical and situational factors </li></ul><ul><li>Analyse what would be required of an effective interface </li></ul>User experience
    15. 16. <ul><li>6 x 60 minute one-to-one sessions (4 female, 2 male) </li></ul>User experience to explore user’s understanding of the proposed functionality and its perceived usefulness Personalised prototype for further data on job-related learning and resources and to explore scenarios Pre-session interview to examine user’s interaction with the site and its perceived usefulness Website interaction to examine user’s interaction with the mobile site and its perceived usefulness Mobile prototype Purpose Method to elicit feedback and ideas for improvement Post-session interview to gather information on job role, internet/mobile phone use & experience Questionnaire
    16. 17. <ul><li>Too busy to access learning resources during work </li></ul><ul><li>The (mobile) internet is used for quick reference, to check information, e.g. transport or policies, and to prepare for meetings </li></ul><ul><li>Most commonly mentioned learning resources: Internet, books and magazines, and mandatory training (workshops) </li></ul><ul><li>Advantage of online resources = ‘available at your finger tips’ and can be accessed when necessary or convenient </li></ul><ul><li>Usefulness depends on situation: workshops preferred for practical issues, internet preferred for keeping up to date </li></ul>Work & learning resources User experience
    17. 18. User experience Situations & use <ul><li>While travelling </li></ul><ul><li>Between appointments </li></ul><ul><li>When meetings get delayed </li></ul><ul><li>In preparation of meetings or before seeing clients </li></ul><ul><li>Checking facts </li></ul><ul><li>Looking up information </li></ul><ul><li>Most can imagine using video resources through their mobile, but there are some concerns and barriers </li></ul>
    18. 19. <ul><li>All users liked videos as another way of learning </li></ul><ul><li>Navigating on the site was easy enough, but there are some usability issues in terms of video functions (e.g. ratings, download options, transcript) </li></ul><ul><li>Participants particularly liked having related resources </li></ul><ul><li>Three participants would only use videos on the website due to the larger size and better quality </li></ul>User feedback Social care TV website
    19. 20. <ul><li>Several users expect video to play in window, unsure about downloading </li></ul><ul><li>Reasons: seems like you have to pay, might clog up space on the phone, not knowing where it gets saved </li></ul><ul><li>Most users like the simplicity, apart from the participant with an iPhone, who thought the mobile site looked like it held only 5% of the website </li></ul><ul><li>The audio was perceived as highly useful, and would be beneficial even without the use of videos </li></ul>User feedback Mobile prototype
    20. 21. Personalising the experience <ul><li>Mobile interfaces not so good for browsing </li></ul><ul><li>Delivery of interactive content challenging </li></ul><ul><li>Better at delivering focused content </li></ul><ul><ul><li>Searching </li></ul></ul><ul><ul><li>Personalisation </li></ul></ul>
    21. 23. <ul><li>Two users were very excited about this option and thought it might be a very useful resource/tool kit for their work </li></ul><ul><li>Having tailored content was also seen as very useful and requiring less time </li></ul><ul><li>The GPS option (and being able to locate your colleagues) received both positive and negative feedback, some worry about privacy issues and feeling spied upon, while other think it’s good in terms of security and support </li></ul>User feedback Personalised version
    22. 24. <ul><li>Time </li></ul><ul><li>Screen size & quality </li></ul><ul><li>Download </li></ul><ul><li>Audio </li></ul><ul><li>Money </li></ul>User experience Concerns & barriers
    23. 25. Next steps
    24. 28. E-readiness report - 2009 <ul><li>Due out later this year </li></ul><ul><li>Focuses more on mobile use </li></ul><ul><li>Wireless availability in care homes </li></ul>
    25. 29. Conclusion <ul><li>Mobile delivery of e-learning for this audience is effective - but does have limitations </li></ul><ul><li>Combine delivery of mobile e-learning with a personalised toolkit </li></ul><ul><ul><li>Security </li></ul></ul><ul><ul><li>Meeting preparation </li></ul></ul><ul><ul><li>Promotion of learning opportunities </li></ul></ul><ul><li>Reach new audiences – e.g. informal carers </li></ul>
    26. 30. Thank you <ul><li>Ian Haynes [email_address] </li></ul><ul><li>Dr Talke Hoppmann talke.hoppmann@cimex.com </li></ul>

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