Developing a Culture of Innovative Self-Directed Learning...Developing a Culture of Innovative Self-Directed Learning | April 2018 Built an award winning mobile learning tool with

Developing a Culture of

Innovative Self-Directed

Learning

April 2018

Developing a Culture of Innovative Self-Directed Learning | April 2018

Who are we?

Gary Spring

Head of Learning Design

Barclays UK

Steve Lowe

Head of Digital Learning

Barclays UK


As a function we realised we

needed to change…

We challenged ourselves to

adopt new approaches…

And we are building new

skills…

Our journey.


Built an award winning

mobile learning tool

with over 100,000

users

Adopted agile

practices and built

learner insight

Some successes.

In beta - a

compelling &

immersive

experience for our

learners


We undertook our first UX/Learner Experience Survey with a

view to gain

• A deeper understanding of learner needs, motivators & barriers

• A metric for what learners want – Net Promoter

• A lens to make decisions against for future tools, tech, design

• Data that could be used to provide a consistent benchmark

• An independent unfiltered and candid view

How do we move forward? We required a more strategic view


Survey In depth

interviews

Deeper Insights,

NPS Score &

Learner

Personas

How we did it?

Outputs


Propensity to engage with learning

Motivators and perceptions of what

learning is to the learner

Channel preferences

Engagement with digital tools

Time, space & accessibility

Hypotheses we tested and insights


SanjaySolve day to day

problems

NualaNew to role

CharlieWant to change role

Learner Personas – What the learner is trying to get done

DanNo learning goals

MaryMaintain Standards in role

GaryNext career step

SarahSubject Matter Expert


This persona needs to use learning resources to find the answers to problems as they arise. Usually around

procedures or products.

• I need easy to search and navigate

information that allows me to find a

solution to a problem quickly.

• I need an effective method of sharing a

solution with others who need it..

• I want to be able to resolve problems

that I encounter by myself.

• I want to easily share what I find so

other people don’t distract me from

my work.

• I don’t want to pester other people

for a solution for something that is

probably available somewhere on

the intranet.

• I don’t want to waste time finding

solutions to problems.

SanjaySolve everyday problems

Needs

Summary

Motivations Anxieties

“I need Barclays learning resources to

resolve problems as I encounter them. I use

KIT or the ‘Go to zone’ to learn about

products or processes so I can complete day

to day tasks.”

Resoures

• I regularly use KIT or the ‘Go to zone’ to search find solutions

to problems I encounter.

• I use internal chat to ask colleagues for help when I can’t find

what I’m looking for.

• I keep a record of all the new things I learn in case I encounter

the problem again in the future.

• We have huddles, team meetings and shared documents to

discuss things that we learn.

Outcome

• I feel empowered to find solutions without help in most cases.

• I feel reassured that I have a safety net available when I cannot

find a solution to a problem myself.

• I am prepared when faced with problems that I don’t encounter

everyday.

• I can understand other people’s solutions to problems before I

encounter them myself, avoiding me needing to find them

myself. Less time is spent searching for the right person who

knows a solution to a problem and distracting them from their

work.

Barriers Outcome

• There is so much content on the intranet, it is difficult to find the

specific piece of information I’m looking for.

• Information is distributed across several different places on the

intranet.

• Resources tend to use internal language/jargon.

• The quality of content varies significantly between pages.

• I waste a lot of time and effort or have to distract others to find a

solution.

• I spend a lot of time searching in multiple places rather than having

one place where I know I’ll find what I’m looking for.

• Pages that seem like they should be able to help me are difficult to

understand and use.

• It feels like a lucky dip whether a page will help me or not.0% 10% 20% 30%

BUK

Functions

Bcard Ops

Percentage of each area that is represented

by this persona

Learner Personas an example


Bringing the experience together across physical & digital touchpoints.

How learners are supported

Curriculums & products

How all the parts come together

in a simple and connected way

To create a compelling learner experience learning needs to be

viewed as a complete service and overall experience

Tools &

Products

Simplicity of

Navigation

Support

& Culture


• A deeper understanding of learner needs

• Metrics that we can measure

• A lens to make decisions against

• Data and a benchmark

• An independent unfiltered and candid view

How the UX survey has helped us

And

more…


SupportStructureSimplicity Application

The Compliance Challenge


Enabler versus Content


Conduct Curriculum Content


Playlist


Playlist


Built in Templates


Storytelling


Performance Support Resources


The Challenge


And ……

Documents

Developing a Culture of Innovative Self-Directed Learning...Developing a Culture of Innovative Self-Directed Learning | April 2018 Built an award winning mobile learning tool with