gamification, microlearning and influencing performance:lessons learned from the real world
TRANSCRIPT
Gamification, Microlearning and Influencing Performance: Lessons Learned from the Real World Roni Floman, VP Marketing
LEARNING IS BEING TRANSFORMED BY THE DIGITAL REVOLUTION
Yet, engagement with LMS systems is at 2-20%
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
• 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
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
GAMIFICATION: A FITNESS TRACKER @ WORK
FOCUS ON MIDDLE PERFORMERS
INTRINSIC DRIVE: COMPETE AGAINST YOURSELF
DAILY DOSE OF LEARNING
• Digital motivation for learning works
• Feed daily
• Strong communications potential
MICROLEARNING IS KINGGoldfish attention span
• Short
• To the point
MICROLEARNING IN PRACTICE• Re-use existing content
• Radically cut time-to-launch
• Shorten and simplify• A quiz
• A simulation
• Blended sessions with links
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
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…
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
THREADS IN ACTION
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
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
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
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
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
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
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
• 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
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
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
THE EMPLOYEE LEARNING & PERFORMANCE LIFECYCLE
Newbie• Onboarding
• Learning Narrative
Novice• Weighted
performance
• Race
• Repetition
Master• Full Performance
• Reinforce learning
• Race
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
• 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
ANALYTICS
• Measure, analyze and optimize
• Proficiency, productivity and competence
GAMEFFECTIVE AT-A-GLANCE
• SaaS based platform
• Supercharge learning and performance
• Top-tier customers• Collection centers
• BPOs
• Telecoms
• Financial
Don’t forget the human touch!Kudos, recognitions, celebrations, karma