Crafting Meaningful & Memorable

Learning Experiences

Clayton LendrumPortfolio Executive: Learning Solution Development

“If a picture is worth a thousand words, then an experience is worth a thousand pictures.”

Dr Bruce Copley

We still applaud the ideal of the

satisfied customer

Instead, we must focus on creating a

scintillating…encompassing…

dramatic…novel…“customer experience.”

Experiences are a distinct economic offering.

Differentiation

Price

Extractcommodities

Stageexperiences

Deliverservices

Makegoods

A service is a transaction.

An experience is an event…an adventure…a

happening… a soul-jogging, spirit-lifting phenomenon.

An experience leaves an indelible memory, adds to My History, and

provides fodder for a thousand future conversations.

Experiences are…

memorable

participative

sensory

personal

immersive

real

"It's about being the third place: home, work, and Starbucks--the

place in between.

When last was my learning…?

well-timed, personalised, exciting, engaging, entertaining, relevant,

real, empowering, impactful, unforgettable…

transformational

Corporate University Definition

A strategic tool designed to enable its parent organisation to achieve its mission by conducting activities that

cultivate individual and organisational learning

The product of learning is not something a person

receives a certificate for;

the true outcome of learning is successful adaptation to theever-changing environment.

How people learn…

Learning Approaches

Self-directed

Facilitated

Collaborative

A learnscape is the platform where knowledge workers collaborate, solve problems, converse, share ideas, brainstorm, learn, relate to others, talk, explain, communicate, conceptualize, tell stories, help one another, teach, keep up to date, meet one another, forge partnerships, build communities, and distribute information.

Dear Learning Architect

So, this is what I want…

Excite me from the start of the thing and keep me entertained. By all means educate me, but let me also do some of the learning on my own. Also, don’t just leave me in the lurch. Empower me to get better at what I really do every day – a coach would be good…and I’d like to keep on engaging with my friends after the course. Finally, it’s cool to evaluate me, just do it fairly.

Design Principles

• Theme the experience• Deliberately introduce affirming cues• Eliminate anything that dilutes the theme•Mix in memorabilia• Engage all five senses

Learning that… roxsatisfaction + learning + reach +

completion + NPS + utility + performance improvement +

efficiency + alignment + attainment = impact!

The “experience” thing is… EXTREMIST. Not just a dab of “delight” here; not just a pinch of “amusement”

there.

But An Entirely Different Way of Life

THIS IS A BIG DEAL