GamEffective's session from ATD 2017

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

2. LEARNING IS BEING
TRANSFORMED BY THE
DIGITAL REVOLUTION
Yet, engagement with
LMS systems is at 2-20%

3. 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

4. • ENGAGING
Short attention spans
• ON DEMAND
Expect immediate answers (google)
• ADAPTIVE & PERSONALIZED
At the employee’s level
• INVISIBLE
Prompt learning, no course catalog
• PERFORMANCE BASED
Tied to actual results
THE WAY PEOPLE
LEARN HAS CHANGED
THERE IS NO TURNING BACK

5. 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

6. GAMIFICATION:
A FITNESS TRACKER
@ WORK

7. FOCUS ON
MIDDLE
PERFORMERS

8. INTRINSIC DRIVE:
COMPETE AGAINST
YOURSELF

9. DAILY DOSE OF
LEARNING
• Digital motivation for
learning works
• Feed daily
• Strong communications
potential

10. MICROLEARNING
IS KING
Goldfish attention span
• Short
• To the point

11. MICROLEARNING IN
PRACTICE
• Re-use existing content
• Radically cut time-to-launch
• Shorten and simplify
• A quiz
• A simulation
• Blended sessions with links

12. 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

13. 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…

14. 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

15. THREADS IN
ACTION

16. 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

17. 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

18. 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

19. 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

20. 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

21. 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

22. 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

23. • 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

24. 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

25. 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

26. THE EMPLOYEE LEARNING &
PERFORMANCE LIFECYCLE
Newbie
• Onboarding
• Learning Narrative
Novice
• Weighted
performance
• Race
• Repetition
Master
• Full Performance
• Reinforce learning
• Race

27. 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 services
ROI
• 85% learning completion rates compared to miniscule completion of
learning beforehand
NARRATIVE
• City Building
INTEGRATION
• SumTotal

28. • 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

29. ANALYTICS
• Measure, analyze and
optimize
• Proficiency,
productivity and
competence

30. GAMEFFECTIVE AT-A-GLANCE
• SaaS based platform
• Supercharge learning and performance
• Top-tier customers
• Collection centers
• BPOs
• Telecoms
• Financial

31. Don’t forget the human touch!
Kudos, recognitions, celebrations, karma
roni.floman@gameffective.com