Industry:
Banking
Audience:
Front line leaders in across six countries in the APAC region
My Role:
Lead Designer and Consultant
Business Challenge:
The banking sector has experienced massive disruption, marked by intense competition for talent, ever-evolving workforce and customer demands, and unprecedented pressure created by automation and digital disruption. Our client needed to respond to the challenges by creating an agile, adaptable workforce that is accountable for and engaged in their own learning and development.
Our client was struggling with this transition, as they were a conservative, hierarchical bank, with a traditional, top-down learning culture that was suspicious of digital learning at almost every level of the organization.
Our Solution:
We utilized a design-thinking approach to create a truly blended social learning experience with virtual kickoff, capstone, and coaching sessions with just-in-time content in a variety of modalities and seamless integration between our leadership content and the organization's perspectives and people.
To take into account all the challenges that the organization was facing, we formed a core learning strategy that led us through the design and development of the program.
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Establish relevance: Content needs to be ruthlessly relevant to keep learners coming back and overcome the resistance to the efficacy of digital learning.
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Create connections to content, other learners, experts, and the organization as a whole. The social nature of the program connected leaders across the business to each other and to experts within the organization.
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Respect time: We kept training time to no more than 1-2 hour per week for eight weeks, and each micro-learning activity to no longer than 10 minutes.
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Generate pull: Along with the design elements above, we also included gamification, active moderation, coaching, and a robust marketing and communication plan to develop learners' internal motivation.
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Review data: Data around engagement, activity and content consumption allows the team to be agile and responsive to learners' needs within the program and measures the overall success of the experience.
My Role:
As lead designer and consultant for this program, I worked with the client to develop the design and approach for this custom program as well as overseeing my team in developing the individual assets. We worked with our internal leadership team and the clients' subject matter experts to meld our approaches and models together to create an experience that met learners in their moments of need.
Our design included:
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Marketing and communications
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Gamification
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Evaluation
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Moderation and coaching materials
Program Outcomes:
We struggled to change learners' perception toward interactive blended learning. The first couple times we ran this program were an uphill battle, but as we continued to socialize the learning at all levels of the organization, we saw increased motivation and program sign-ups.
We used a pre- and post-assessment to measure employee engagement, motivation, and mindset changes on an individual basis. We also used ongoing measurement strategies to indicate whether those who attended the program were more successful in their role than those who didn't attend.
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91% of learners will recommend the program to others.
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93% of learners plan to use what they learned to further their careers.
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A 10% average increase in confidence has been achieved across all program objectives.
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25% of learners earned the "extra mile" badge for completing all optional content.
Learner Testimonials:
"This journey gave significance to the role of front-line leader. This has boosted the way I feel; that we are an important and vital aspect of the company's success."
"I was very skeptical about eLearning all along, but this wonderful digital experience really changed my mind."
"After taking this course, I gained the confidence to learn new skills and move into a different role within the bank."
Industry Awards:
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2020: Brandon Hall - Excellence in Learning Silver - Best Use of Blended Learning
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2020: Chief Learning Officer - Gold for Excellence in Blended Learning
