As a great shift change looms on the horizon, many training orgs struggle to balance strategic planning and large-scale delivery of effective training during an unprecedented volume of churn. As boomers retire, the iGen replacement workforce expects that training on the job will match the learning style they grew up with — tech-enabled, personalized, self-guided and on-demand in mobile-friendly microlearning chunks. The digital transformation from traditional instructor-led training to self-guided delivery of iGen-friendly content has been a continuous improvement journey. Recognizing that the currency of the modern learning economy is your learner’s attention — hard to get and harder to keep — we are leveraging HTML5 and a learning technology stack to evolve our user learning experience design into a powerful consumer-level experience for corporate learning audiences. Gulfstream shares our Learning Beyond the Classroom strategy that allows for mobile-first design of scalable, sustainable training at the learner’s time and place of need.

1. Micro, Mobile & Measured:
Our Learning Beyond the Classroom Strategy for the iGen Workforce

2. 1
Gulfstream Aerospace Corporation
Jason Moore
Manager, Alternative Learning Technologies and Programs (ALT+P)
Creating and Delivering The World’s Finest Aviation Experience
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3. 2
Access 90% of Learning Occurring Beyond the Classroom
5 Moments of Learning Need
Lessons of Experience. McCall, Lombardo, Morrison.
1988, Lexington Press.
https://applysynergies.com/2018/03/27/
the-5-moments-702010-and-workflow-learning/
Corporate ULX Kirkpatrick
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Kirkpatrickpartners.com

4. 3
User Learning Experience (ULX): Know Your Customer
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16%
35%
24%
2020 workforce1:
1https://magazine.startus.cc/millennials-rule-workforce-2020-infographic/

5. 4
Mission of Alternative Learning Technologies & Programs
Our job as the ALT+P team is to match our customers’ expectations –
to meet them where they are –
with training delivery methods that feel natural
to the tech-enabled, self-guided
User Learning Experience they grew up with.”
“The Next Generation of Gulfstream employee has never known a world that did not include
self-guided learning – assisted by technology –
in small micro-learning bundles of information –
when and where they wanted to know something.
(iGEN… or every Smart Phone user?)
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6. 5
Considerations to Meet iGEN Expectations
• Sophisticated consumers:
– Scan massive volumes of content; blasted with personalized marketing
• “Attention Span” is a precious currency: hard to get, easy to loose
– Micro-learning is critical; get to the point
– Value-added opt-in content as info-tainment
• Social Media gives all equal voice, informal collaboration is the norm
• On Demand: Searchable, browsable: instant access to content
• Mobile: micro for length/complexity on small screen, device weight
• Consumer-level experience: As good as free app on my phone?
– High production value media & visual design are the norm
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7. 6
Designing for Modern Learners 101
• User Interface (UI): How to I interact with product?
• User Experience (UX): How does it feel to use it?
• Usability: How does it hold up after repeated use?
• Mobile: How does it perform unplugged…and on a small screen?
• Micro: How well does a volume of it share via “bite-sized” pieces?
https://www.linkedin.com/pulse/cake-culture-andketchup-jason-moore/
• User Learning
Experience (ULX):
How does all this
come together?

8. 7
Scalable, Sustainable & Mobile Delivery of SAP Training
• ePub UX replaces traditional CBT UI; mobile-first design thinking
• Self-guided training in web-based, digital magazine format
– Animated covers with music, featuring Our Products & Our People
– Big Idea pages: messages from leadership/key influencers, “What’s In It
For Me” change management, concept clarifying videos & infographics
– Tactical pages – one page per task micro-learning; includes:
• Click-by-click illustrated Step procedures
• Tutorial demo video from Subject Matter Experts (SME)
• Hands-on Practice exercise (no logins, no sample data required)
– Multiple options to connect with SMEs for help (Collaborative Learning)
– Embedded survey shares feedback (equal influencer/ feel heard)
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9. 8
Mirror Corporate Brand While Building Individual’s Brand
• Feature Our People & Our Products
• Establish SMEs as Tier 1 support
– Video interviews
– Voice Over infographics
– Tutorial videos
• Creative Services intern program
• Learning Tech Stack features critical
steaming media server
– Removes playback latency
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10. 9
Unique URLs = One-Page OJT: Steps + Demo + Practice
• Coaching call-outs, field
highlights
• Show/Hide sidebar instructions
– Jump back to specific step
• Repeatable until comfortable
• Reduces administrative costs
– One infinitely scalable data set
– No Login management,
permissions maintenance,
sandbox environment
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11. 10
Two Primary Audiences Served with Same Content
• New User during initial training
– Cover-to-cover & assessment for credit
• Sustainment User for on-demand training:
– ePub Catalog: No registration to view
– Mobile-friendly Microlearning @ time & place of need
– GA: 49% return 1+ times after completion
• Feedback from iGEN UX testing
– One-click to content from Main Menu
– Release Notes/ What’s New (by Date)
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12. 11
Borrowed From: e-Commerce (One-Click Buy)
• Mega Menu
• One-click to content
– Step Procedures
– Videos
– Exercises
– Printable docs
• Take and share notes
via email
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13. 12
Borrowed From: Software Development Life Cycle
• Release Notes
– Banner Ad
• Highlights key functionality
– Versioning by Publish Date
• Changes since last visit?
– Categorize changes to:
• Solution
• Process
• Correction/ Amendment
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“One-Click to What’s New”

14. 13
Use Case: ROI of CI via ePub Training Delivery Method
• enVision: MS Project-based tool for Engineers
– Track, report project status, consolidates Excel, PowerPoint & email data
• CI project: Engineering/ALT+P partnership
– 20 Step Procedures + 23 SME-led tutorial videos + 8 hands-on exercises
• Embedded links per task (1-pg OJT) into product @ point of need
– 1-Click to training from Production
• Saves 300 users, 30 minutes per week
• Recurring annual savings (cost avoidance): $662,200.00
• One of dozens of ALT+P projects in a year
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15. 14
ePubs Meet iGEN Expectations for…
• Micro-learning consideration of shorter attention spans
• Training at the Time and Place of Need
– Supports initial (formal) in system of record, & quick (informal) refreshers
– Mobile-friendly for on-demand access from Shop Floor iPads
– Grants access channels to SMEs and key influencers for collaboration
• Improved ULX over traditional CBTs
– One-click to content; embedded hands-on practice
• Design and Ease-of-Use as good as free apps on my phone
– Media-rich with graphics and video
– Repurpose best of UI and UX ideas from other industries
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16. 15
CI: Sourcing Best Practices & Tools from Other Industries
https://www.td.org/insights/update-your-strategy-for-igen-learners
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“Innovate vs. Invent”
• Digital Marketing: Survey 9% wiki ROI
• Brick & Mortar Retail: real estate

17. 16
Informal Training with Strategies from Social Media
• “Internal Sales/Marketing” = annual 400%
growth (e.g. support $49M IT pitch to LT)
– LT/ key stakeholders; Increase EU Adoption
• Lessons from Social Media Marketing
– Influencer Testimonials/ Customer Reviews/
Word-of-Mouth; Product Launch promos;
Celebrate successes
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“Leverage Influencers”
• Awareness campaigns/ Infomercials
– New products & services, build (BU) brand, promote projects’ ROI
– Customer success stories (VP Quality, VP Finance, Sr. Manager Sales)
• BOBJ 4-video series: 7300 = 50% SAV

18. 17
Focus on Annual Continuous Improvement (CI) Theme
• 2014: Scalable, Sustainable & Mobile Learning Beyond Classroom UX
• 2017: CI of User Learning Experience (ULX)
– ePub UX testing with 3 rounds of iGEN employees
– Added: Search, 1-Click-to-Content, embedded Surveys, Release Notes
• 2018: Execution of Process & User Adoption
– Data-driven narratives across our Learning Technology Stack
1. LMS: Reduce Productivity Dip
2. KNOA: CI End User (EU) process execution
3. Google Analytics: Measure EU adoption via real-time behavior
4. SurveyGizmo: Project ROI for development of new features
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19. 18
Initial Formal Training - ROI Erosion: Forgetting Curve
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Cultural Shift: “Training as Event” to “Ongoing Campaign”
– Leverage LMS to increase learners’ touch-points with
primary content
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20. 19
Increase People Readiness and EU Confidence
• Auto-scheduled after initial completion (Days-1, 3, 7, 14, 30)
– Curriculum = ePub + Assessment + 3-5 Reinforcements
• “Show What You Know” demo of proficiency
• 5 minute or less micro-learning topics include:
– Review procedure, reducing largest error rates
– SME Tips/ Tricks/ Gotchas/ FAQs videos
– Share Help Desk resolution of errors
– Additional Hands-On Practice
• Self-assess with additional review questions
• SME contacts & ePub Catalog on demand
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21. 20
Increased People Readiness & Reduced Productivity Dip
Productivity with
old technology
MASTERY
LEARNING
DIP
TIME
PRODUCTIVITY
DIP
Go Live: People Readiness @ 90%
Go Live: People Readiness @ 10%
Time to Mastery:
Available Gains
People
Readiness:
~80% Gain
Available
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“Key to a successful Go-Live?
Solution, Data, & People Readiness”

22. 21
Threshold Go / No Go Decision: Are the People Ready?
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* Sample Values

23. 22
KNOA + RCA = CI for EU Execution of Process + ROI
– Who struggles with What?
• Transactions? Error codes? Volume?
• Top error comparisons by
Department, Job Title, Site
– Top-15 users for each error ~40% of
total errors
– Root Cause Analysis (RCA)
• System? Process? Behavior?
Training?
• ME21N Top 2: “Required Field”
• 450% EU error rate: “No data”
“Know what is – and what isn’t – the problem”
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24. 23
Google Analytics: ROI to Develop iGEN Media-rich Content
• Anonymous Metrics for LMS/Catalog in Real Time:
– EU Adoption: Most Visited pages, Time per page,
Mobile vs. Desktop, Geolocation of users
• Embedded triggers track EU engagement:
– Nav. past page 1 of Step Procedure
– Launch vs. Complete uPerform exercises
• Enables data-driven decisions
– 2X Labor interactive Steps vs. Print-Only
• Utilization @ 200% of other tools
– “Need more practice”
• 15% uPerform completion rate
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“The Right Spend
in the Right Place”

25. 24
3
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SurveyGizmo: ~90% Response Rate Guides Next CI Project
3
• EU Adoption
• 51% want VOD
• Forecast EU demand for
“pushed” content
• 47% say Email Me
• 41% say More Practice
• Add learning beyond classroom
• Show What You Know
• Push Release Notes
“If we build it - will they come?”

26. 25
Micro, Mobile & Measured: Our LBC Strategy for iGEN
Support all 5 Moments of Need; 90% of ULX Beyond the Classroom
10% Formal
1. NEW: LMS Show What You Know; initial training via ePubs
2. MORE: Opt-In Content; ePub Catalog; related course lists
20% Informal
3. CHANGE: On-Demand Hands-on Exercises; Change Mgmt. Videos;
Individual & Team 1-page Performance Support interventions
4. SOLVE: Contact Us; 1-Click menus; “My Success” campaigns; Power
Users as embedded Tier 1 support
70% Experiential
5. APPLY: Embedded Help; To Shop Floor via Mobile (iOS tablets);
Source Best Practices & Tools across industries
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27. PROPRIETARY NOTICE
THIS DATA AND INFORMATION CONTAINED HEREIN IS PROPRIETARY DATA OF GULFSTREAM AEROSPACE CORPORATION.
NEITHER THIS DATA NOR THE DATA CONTAINED HEREIN SHALL BE REPRODUCED, USED, OR DISCLOSED TO OTHERS
WITHOUT THE EXPRESS WRITTEN AUTHORIZATION OF GULFSTREAM AEROSPACE CORPORATION.
Open Discussion
Jason.Moore@Gulfstream.com
Manager, Alternative Learning Technologies and Programs (ALT+P)
Gulfstream Aerospace Corporation
Jason.Moore@Gulfstream.com
Manager, Alternative Learning Technologies and Programs (ALT+P)
Gulfstream Aerospace Corporation