Designing Learning Solutions for Results (Cammy Bean & Ashley Reardon) #DevLearn

Content was never king:
Designing eLearning
solutions for results

Discover how we’re shaping the future of learning
© 2019 Kineo. All rights reserved.
Today's Hosts
Cammy Bean
Senior Solutions Consultant
Ashley Reardon
Director of Learning
Design

In a crowded conference room, the performance results for
the quarter look rather dismal.

The training team’s morale hits rock bottom.

“I know! Let’s create more engaging training!”

“Make it pretty! Make it fun! Make it fast!”

The reviews are in and people love it. It’s fun!

But those performance results? They haven’t changed a bit.

What’s a training team to do? How can you get better results
and have real impact?

We need to do something different.

Common mistake!

Which is why the world has ended up with too much of this
sort of thing…

…or this…

…or this…
Social engineering
Reporting phishing emails
Spotting phishing emails
Social media practices
Corporate
information
security policies
Safe device use
Mobile device security
Keeping secure when
traveling to foreign
countries
Unencrypted websites
Securing your devices
Choosing secure
wireless access
points
Encryption types
Malware
Ransomware
Types of cybercriminals

What’s your typical starting point?
Content? A
business
problem?

How about a 5-step
process that we like to
think of as “measure
twice, cut once”?

Design for
results!

Let’s solve this problem by focusing first on the results and the
behaviors we’re after and then the content will follow…
Define your
target
1.
Know your
audience
2.
Define the
performance goals
and barriers
3.
Surface solution
constraints
4.
Envision the learning
experience
5.

Step 1: Define your target.
Define your
target
1.
Know your
audience
2.
Define the
performance goals
and barriers
3.
Surface solution
constraints
4.
experience
5.
Begin with the end
in mind. This step is
all about being
clear on your
business problem
and desired
outcomes.
Identify and
analyze who you’re
targeting with this
solution. How do
they connect to the
business problem?
What do they need
from this solution in
order to achieve the
desired outcomes?
For each audience
segment, clearly
articulate the
performance goals and
any barriers that need to
be overcome to achieve
those goals.
Uncover any
technological
constraints,
requirements for
your solution like
certification or
assessments, or
any initial ideas for
the solution.
Apply what you know
about your problem,
audience, desired
outcomes, and
constraints, and
envision the learning
experiences and
interventions.

The three parts of a well-stated business outcome:

A formula for getting to your business outcome:
Define
the
problem
with the
5Ws
What is the need or problem you’re trying to solve?
Who will be involved in helping solve for the need or problem?
Where does the need exist?
When is it occurring?
Why is there this need?
Define
the goal
What is your definition of success? How will this impact or transform the business?
Identify
Success
Criteria
How will you measure success?
+
+

An example….
Social engineering
Reporting phishing emails
Spotting phishing emails
Social media practices
Corporate
information
security policies
Safe device use
Mobile device security
Keeping secure when
traveling to foreign
countries
Unencrypted websites
Securing your devices
Choosing
secure wireless
access points
Encryption types
Malware
Ransomware
Types of cybercriminals

Our desired business outcome (an example)
XYZ Company is at risk of an information security breach. The biggest
vulnerability is phishing emails. Regardless of how secure the systems are, if
an employee or contract worker opens a link or file from a phishing email,
the company and user data is compromised.
All employees and contract workers will be able to spot and report phishing
emails, avoiding any breach. A training program needs to teach them what to
look for and build the right skills and behaviors.
If the program is successful, employees will:
• Report suspicious emails (measured by incoming # of reports to IT)
• Not fall for phishing scams (measured by number of incidents/breaches)
Problem
Goal
Success
Criteria
+
+

Step 2: Know your audience.
Define your
target
1.
Know your
audience
2.
Define the
performance goals
and barriers
3.
Surface solution
constraints
4.
experience
5.
Begin with the end
all about being
clear on your
business problem
and desired
outcomes.
Identify and
targeting with this
solution. How do
they connect to the
business problem?
What do they need
desired outcomes?
For each audience
segment, clearly
articulate the
those goals.
Uncover any
technological
constraints,
requirements for
your solution like
certification or
assessments, or
the solution.
Apply what you know
about your problem,
audience, desired
outcomes, and
constraints, and
experiences and
interventions.

A user persona activity helps you to:
• Put a human in the center
• Gain better context about the workplace
• Access invaluable insights how stakeholders
and SMEs view the problem
• Identify actions and barriers

Create 2-3 user personas. What would Darren do/need/say?
Tool: www.xtensio.com
"
Hands-On Theory
Thinking Feeling
Actions Discussions
Single Focus Multitask
Darren both gets and sends a lot of emails
He needs to be able to spot a potential phishing email
When he finds a suspected phishing email, he also needs to
know what to do--reporting it by forwarding to the IT team, or
by using the button in Outlook to flag it for review
If Darren accidentally clicks on a phishing email, he needs to
report it immediately
Unique to Darren's role -- as a marketer, and as a company
that sends a lot of marketing emails, Darren needs to know
how to compose emails so they aren't flagged as phishing
emails
It's easy to learn the characteristics of a phishing email, but
harder to apply in the context of busy days
Darren is under a lot of deadlines with his work--he doesn't
have time to report. He might delete emails but not report
them.
He also admits to mindlessly opening emails sometimes--it's
really a behavior thing and it just takes some practice to build
the right behavior.
Level of Interest (L - M - H )
Level of Knowledge (L - M - H )
Level of Skills/Experience (L - M - H )
Major Motivators
Darren isn't aware really of the risks that exist--he
feels fairly tech savvy, so he's likely to think he
knows it all already.
Darren might also respond well to incentives --
incentives for spotting/reporting phishing emails
for example.
Tools and Resources
"Spot the Phish" Job Aid
IT Helpline Chat
Access to Learning
What type of training worked well before?
scenario-based
games
Do they have access to smartphones?
yes
Do they have access to a computer or
tablet?
yes
Where would they be taking the training?
On smartphone or laptop when at work
Darren the marketing dude
As a person...
What actions does this person
need to take?
What might be the
frustrations/barriers this person
faces while trying to achieve their
goals?
Motivation

"
Darren both gets and sends a lot of emails
He needs to be able to spot a potential phishing email
When he finds a suspected phishing email, he also needs to
know what to do--reporting it by forwarding to the IT team, or
by using the button in Outlook to flag it for review
emails
Level of Interest (L - M - H )
Level of Knowledge (L - M - H )
Level of Skills/Experience (L - M - H )
Major Motivators
for example.
Darren the marketing dude
What actions does this person
need to take?
What might be the
Motivation

Hands-On Theory
Thinking Feeling
Actions Discussions
Single Focus Multitask
emails
It's easy to learn the characteristics of a phishing email, but
harder to apply in the context of busy days
Darren is under a lot of deadlines with his work--he doesn't
have time to report. He might delete emails but not report
them.
He also admits to mindlessly opening emails sometimes--it's
really a behavior thing and it just takes some practice to build
the right behavior.
for example.
Tools and Resources
"Spot the Phish" Job Aid
IT Helpline Chat
Access to Learning
What type of training worked well before?
scenario-based
games
Do they have access to smartphones?
yes
Do they have access to a computer or
tablet?
yes
Where would they be taking the training?
On smartphone or laptop when at work
As a person...
What might be the
frustrations/barriers this person
faces while trying to achieve their
goals?

More Time
Interviews
Talk to people
Focus GroupsJob Shadow Surveys
Observe Probe Validate
Sit and watch
someone handle
typical actions.
See what they do,
where they
struggle, where
they make
mistakes.
Less Time
Develop questions
to surface insights.
Meet 1-1 with
users to find out
their perceptions
of where they
struggle, make
mistakes.
Develop questions
to surface insights.
Meet with small
groups of similar
individuals to find
out their
perceptions of
where they struggle,
make mistakes.
Develop questions to
validate insights.
Send to large group.
Compile results and
review data for trends.
(Can also be used to
develop questions for
Interviews/focus groups)

Define your
target
1.
Know your
audience
2.
Define the
performance goals
and barriers
3.
Surface solution
constraints
4.
experience
5.
Begin with the end
all about being
clear on your
business problem
and desired
outcomes.
Identify and
targeting with this
solution. How do
they connect to the
business problem?
What do they need
desired outcomes?
For each audience
segment, clearly
articulate the
those goals.
Uncover any
technological
constraints,
requirements for
your solution like
certification or
assessments, or
the solution.
Apply what you know
about your problem,
audience, desired
outcomes, and
constraints, and
experiences and
interventions.
Step 3: Identify the performance goals.

Situation Identification + Action mapping…

An email comes in that appears to be from an XYZ email address
An email with a threat/warning that their system has been hacked
An employee is reviewing emails on his/her phone and reading
quickly while on the way into work; multi-tasking, reading quick,
clicking quick

• Before reading email, pause to ”be present”
• When looking at an email, scan for “phishing” clues
• If something looks like a phishing email, report it by sending it to IT and
DO NOT click on anything in the email
• They move quickly through emails
• They just delete suspicious emails – not sending to IT
• They sometimes click on the links or open documents from phishing
emails
• They’re distracted when reviewing emails or their reviewing while multi-
tasking (e.g., sitting in a meeting)
• Clicking a link or opening an attachment can be catastrophic – leading to
a leak of sensitive employee and user data
• Not reporting an email makes it harder for IT to stop the threat – that
person may not click on the link but what if another employee falls for it?
• Knowledge – simple training on what to look for
• Skills/behavior – this needs to be an automatic behavior
• Drill and practice on spotting and reporting

Why aren’t people doing what they’re supposed to be doing?
Barriers
Knowledge
(recall)
How might we solve
this challenge by
helping people to be
aware of something
or recall something
from memory?
Knowledge
(use)
How might we solve
this challenge by
helping people to be
able to use an
external resource to
remember or recall
something?
Skill
(practice)
How might we
solve this
challenge by
allowing people to
safely practice a
skill?
Motivation
(nudge)
How might we solve
this challenge by
motivating (nudging)
people to make a
decision or complete
an action?
Environment
(influence)
How might we solve
this challenge by
connecting with
those who have
control or influence
over the cause of the
issue?

Step 4: Surface the (creative) constraints
Create a clear
project charter
1.
Know your
audience
2.
Define the
performance goals
and barriers
3.
Surface solution
constraints
4.
experience
5.
Begin with the end
all about being
clear on your
business problem
and desired
outcomes.
Identify and
targeting with this
solution. How do
they connect to the
business problem?
What do they need
desired outcomes?
For each audience
segment, clearly
articulate the
those goals.
Uncover any
technological
constraints,
requirements for
your solution like
certification or
assessments, or
the solution.
Apply what you know
about your problem,
audience, desired
outcomes, and
constraints, and
experiences and
interventions.

Find your boundaries
Budget
Timeline
Insert your
great solution
here!

Step 5: envision the learning experience
Create a clear
project charter
1.
Know your
audience
2.
Define the
performance goals
and barriers
3.
Surface solution
constraints
4.
experience
5.
Begin with the end
all about being
clear on your
business problem
and desired
outcomes.
Identify and
targeting with this
solution. How do
they connect to the
business problem?
What do they need
desired outcomes?
For each audience
segment, clearly
articulate the
those goals.
Uncover any
technological
constraints,
requirements for
your solution like
certification or
assessments, or
the solution.
Apply what you know
about your problem,
audience, desired
outcomes, and
constraints, and
experiences and
interventions.

Every learning journey is unique.
Just like every painting.
Your upfront analysis helps illuminate the
right composition for your journey.

Compose your painting according to the needs and barriers
ENGAGE
DIAGNOSE
LEARN
APPLY
ASSESS
REINFORCE

ENGAGE
Is one of the primary
barriers to performance
a lack of motivation to
change?
Design a piece/pieces of the
learning journey focused on
capturing hearts and minds.

DIAGNOSE
Are learners aware of their
current performance gaps?
Is there a lot of variability in
the audience's current
performance and abilities?
Consider diagnostic tools like
self-assessments and adaptive
learning journeys.

LEARN/
UNDERSTAND
Is a lack of knowledge at
the heart of the
performance problem?
Build rich, interactive learning
experiences or performance
support tools that deliver
knowledge at the time of need.

APPLY
(Deliberate Practice)
Is a lack of knowledge or
skills at the heart of the
performance problem?
Build rich, interactive learning
experiences or performance
support tools that deliver
knowledge at the time of need.

ASSESS
Is there a need to formally
assess and/or certify to
demonstrate proficiency?
Create an assessment that ties
back to the performance and
learning goals.
Get clear on what data needs to be
captured from the assessments
and how that data will be used.

REINFORCE
Is there the potential that
learners will forget what
they've learned? Is this a
significant behavior change?
Consider what kind of
reinforcement activities you can
design into the journey. What will
those focus on? How will they be
delivered?

What’s the right composition? The key solution components for
new front line leaders program may be really different than the ones
you’ll use on a mandatory compliance program.
ENGAGE
DIAGNOSE
LEARN
APPLY
ASSESS
REINFORCE
Low HighLevel of Need

Bring it all together into different Learning Journey Stories

Design for results!
Create a clear
project charter
1.
Know your
audience
2.
Define the
performance goals
and barriers
3.
Surface solution
constraints
4.
experience
5.

Content is not king. People rule.

“I had no sense of how important setting the strategic
direction would be.
It set the stage for everything and, when we ran into
challenges, Kineo was able to guide us through them
because they spent the time to truly understand us.
They knew what the end objective was, who would be
taking the course, and the format that would garner the
greatest transfer of knowledge.”
Spencer Chatham, Program Manager, IAFC

v
Contact Us
Cammy Bean
Senior Solutions Consultant
Cammy.bean@kineo.com
Twitter: @cammybean
Ashley Reardon
Director of Learning Design
ashley.reardon@kineo.com

Discover how we’re shaping
the future of learning
Kineo helps the world’s leading businesses improve
performance through learning and technology.
We combine quality in learning with award-winning customer
service and innovation. We’re here to take on your learning
and performance challenges – and deliver results.
So, how can we help you?
• Consultancy and evaluation
• Bespoke digital learning
• Off the shelf learning content
• Learning management systems and platforms
usinfo@kineo.com | us.kineo.com | +1 312 846 6656
Innovative digital learning | LMS solutions | Off the shelf learning resources | Consultancy

Designing Learning Solutions for Results (Cammy Bean & Ashley Reardon) #DevLearn

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