gamification, microlearning and influencing performance:lessons learned from the real world

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Gamification, Microlearning and Influencing Performance: Lessons Learned from the Real World Roni Floman, VP Marketing

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Page 1: Gamification, Microlearning and Influencing Performance:Lessons Learned from the Real World

Gamification, Microlearning and Influencing Performance: Lessons Learned from the Real World Roni Floman, VP Marketing

Page 2: Gamification, Microlearning and Influencing Performance:Lessons Learned from the Real World

LEARNING IS BEING TRANSFORMED BY THE DIGITAL REVOLUTION

Yet, engagement with LMS systems is at 2-20%

Page 3: Gamification, Microlearning and Influencing Performance:Lessons Learned from the Real World

A GLOBAL PHENOMENON

70% of employees look for job answers on search engines

5-10 seconds – time to grab people’s attention

People won’t watch more than 4 minutes of video

1%: time employees have available for learning

Source: Bersin by Deloitte

Page 4: Gamification, Microlearning and Influencing Performance:Lessons Learned from the Real World

• ENGAGINGShort attention spans

• ON DEMAND

Expect immediate answers (google)

• ADAPTIVE & PERSONALIZEDAt the employee’s level

• INVISIBLEPrompt learning, no course catalog

• PERFORMANCE BASEDTied to actual results

THE WAY PEOPLE LEARN HAS CHANGED THERE IS NO TURNING BACK

Page 5: Gamification, Microlearning and Influencing Performance:Lessons Learned from the Real World

TIME FOR DEFINTIONS: A GAME AT WORK?

“Using game-based mechanics, aesthetics and game thinking to engage people, motivate action, promote learning, and solve problems”

Karl Kapp

Page 6: Gamification, Microlearning and Influencing Performance:Lessons Learned from the Real World

GAMIFICATION: A FITNESS TRACKER @ WORK

Page 7: Gamification, Microlearning and Influencing Performance:Lessons Learned from the Real World

FOCUS ON MIDDLE PERFORMERS

Page 8: Gamification, Microlearning and Influencing Performance:Lessons Learned from the Real World

INTRINSIC DRIVE: COMPETE AGAINST YOURSELF

Page 9: Gamification, Microlearning and Influencing Performance:Lessons Learned from the Real World

DAILY DOSE OF LEARNING

• Digital motivation for learning works

• Feed daily

• Strong communications potential

Page 10: Gamification, Microlearning and Influencing Performance:Lessons Learned from the Real World

MICROLEARNING IS KINGGoldfish attention span

• Short

• To the point

Page 11: Gamification, Microlearning and Influencing Performance:Lessons Learned from the Real World

MICROLEARNING IN PRACTICE• Re-use existing content

• Radically cut time-to-launch

• Shorten and simplify• A quiz

• A simulation

• Blended sessions with links

Page 12: Gamification, Microlearning and Influencing Performance:Lessons Learned from the Real World

SUBSCRIPTION LEARNING• Research: learning repetition is

invaluable

• Spaced repetitions

• Retrieval practice

• Quizzes and “question banks” –easy and effective authoring, great for discovery of problem areas

Page 13: Gamification, Microlearning and Influencing Performance:Lessons Learned from the Real World

THREADED LEARNING

• Continuous messaging and activities keep an open line of communication

• Content formats support diverse learning types

• This “green” thread will be interleaved with similar threads…

Page 14: Gamification, Microlearning and Influencing Performance:Lessons Learned from the Real World

A DIFFERENT THREAD EVERY DAY

• Effective daily learning that is offered each and every day

• Platform supports notifications, mails, campaigns, gamification narratives for consistent positive feedback

Page 15: Gamification, Microlearning and Influencing Performance:Lessons Learned from the Real World

THREADS IN ACTION

Page 16: Gamification, Microlearning and Influencing Performance:Lessons Learned from the Real World

PERFORMANCE IS A CONTENT DRIVER• Tie KPIs to learning: just in-

time and contextual learning• Boosters

• Next Best Action

• Self-evaluation, supervisor and performance tracking for reflection – guided adaptation

• Adapt learning push based on actual performance, behaviors, user feedback & more

Page 17: Gamification, Microlearning and Influencing Performance:Lessons Learned from the Real World

EXAMPLE: NEW PRODUCT SALES

New product awareness

New product knowledge

New product sales attempts

New product sales

• Prompt learning

• Prompt repetitions

• Measure behavior

• Tie to results

Page 18: Gamification, Microlearning and Influencing Performance:Lessons Learned from the Real World

Old world:

TRADITIONAL RECORD• Name

• Role

• Course completion/ assessments

• Competencies

New world:

LEARNING TIED TO PERFORMANCEA NEW TAKE ON LEARNING DATA BEHAVIORAL & ON-THE-JOB PERFORMANCE

• Performance

• Error rates

• Software adoption

• Confidence

• Repetition algorithm

• Knowledge gaps

• Feedback

• System interactions

Page 19: Gamification, Microlearning and Influencing Performance:Lessons Learned from the Real World

MIND THE GAPS –KNOWLEDGE GAPS

Change performance by changing behaviors

• Think about the most significant behavior change needed (e.g. safety)

• Avoid meaningless or trivial content

Page 20: Gamification, Microlearning and Influencing Performance:Lessons Learned from the Real World

PERSONALIZE AND ADAPT• Align with player goals and

expected knowledge

• Personal learning paths • Based on role

• Actual performance

• Profile and needs

• Time

• Adapt where possible

Page 21: Gamification, Microlearning and Influencing Performance:Lessons Learned from the Real World

FROM SELF-STUDY COURSES TO CONSUMER-LIKE ENGAGEMENT

Online self-study

(system of delivery)

1998

LMS for talent management

(system of record)

2005

Embedded eLearning

(LMS-driven experience)

2010

Automated learning, consumer experience(invisible, anytime and

anywhere)

2015

Page 22: Gamification, Microlearning and Influencing Performance:Lessons Learned from the Real World

THE NEW WORLD OF LEARNING

CONTENT Courses, in-class Micro-based

TIMING One-off Continuous, daily

ENGAGEMENT 2-20% 90%

PERFORMANCE IMPACT Measured post-facto Always measured

ADMINISTRATION Laborious, system of record Automated

CULTURE L&D unimportance Learning everywhere

Page 23: Gamification, Microlearning and Influencing Performance:Lessons Learned from the Real World

• Tying learning outcomes to business results

Outcome

• Tracking of performance metrics

Behavior

• Continuous assessment in system

Learning

• SurveysSatisfaction

RE-IMAGINING THE KIRKPATRICK MODEL

Using built-in analytics

Page 24: Gamification, Microlearning and Influencing Performance:Lessons Learned from the Real World

Case Study: MICROSOFT CONSUMER SUPPORT SERVICES

• Non-Microsoft employees• 12 BPO Vendors• 45 global locations• 7 languages

No dialogue about performance, no learning consumption, communicate using messaging that doesn’t get opened

Page 25: Gamification, Microlearning and Influencing Performance:Lessons Learned from the Real World

PERFORMANCE RESULTS & DAILY LEARNING• Reflect real time performance

data, creating a new dialogue

• Daily learning with 90% engagement

• Become primary communications channel

• Employees report high degrees of satisfaction

Page 26: Gamification, Microlearning and Influencing Performance:Lessons Learned from the Real World

THE EMPLOYEE LEARNING & PERFORMANCE LIFECYCLE

Newbie• Onboarding

• Learning Narrative

Novice• Weighted

performance

• Race

• Repetition

Master• Full Performance

• Reinforce learning

• Race

Page 27: Gamification, Microlearning and Influencing Performance:Lessons Learned from the Real World

LARGEST CREDIT UNION IN US

CHALLENGE & SOLUTION:• Employees unhappy with LMS, engagement in low teens• Use gamification to drive onboarding and on-going learning for employees in

financial servicesROI• 85% learning completion rates compared to miniscule completion of

learning beforehandNARRATIVE• City BuildingINTEGRATION• SumTotal

Page 28: Gamification, Microlearning and Influencing Performance:Lessons Learned from the Real World

• Did learning result in the expected ROI

Outcome

• Did learning cause a behavior change?

Behavior

• Did learners do well on assessments?

Learning

• Did learners enjoy the training?

Satisfaction

THE KIRKPATRICK MODEL

Page 29: Gamification, Microlearning and Influencing Performance:Lessons Learned from the Real World

ANALYTICS

• Measure, analyze and optimize

• Proficiency, productivity and competence

Page 30: Gamification, Microlearning and Influencing Performance:Lessons Learned from the Real World

GAMEFFECTIVE AT-A-GLANCE

• SaaS based platform

• Supercharge learning and performance

• Top-tier customers• Collection centers

• BPOs

• Telecoms

• Financial

Page 31: Gamification, Microlearning and Influencing Performance:Lessons Learned from the Real World

Don’t forget the human touch!Kudos, recognitions, celebrations, karma

[email protected]