Learning Experience (LeX)Design Model in Action

TIS’ LeX Model

Seamless Contextual

Immersive

Memorable

TIS believes that learning is a constructive process, one in which the learner needs to be actively engaged. Our Learning Experience Design Model (LeX) reflects this by putting the learner and the learning experience at the center. As seen in the image below, the four foundational elements of our LeX model are Learn, Apply, Reinforce, and Evaluate. These are augmented through the design mantras of making the solution Immersive, Contextual, Seamless and Memorable. The foundational elements and design mantras can be implemented at different levels, depending on the complexity of the content and the criticality of the learning program, as determined during the detailed requirement gathering and analysis phase.

Three Organizational Initiatives

New Organizational Purchasing System

Supply Chain Inventory Control

Security Awareness

Each of the three initiatives, namely, Security Awareness, Supply Chain Inventory Control, and New Organizational Purchasing System had different business objectives to accomplish. Besides having a high financial impact on the organization, these initiatives were also linked to protecting brand reputation. They were launched at different points in time and involved thousands of employees and even external partners such as vendors and suppliers. Let’s review the business objectives and challenges of each initiative and how the LeX model was applied in each case.

This Case Study highlights how we applied the LeX model to successfully drive organization-wide initiatives for one of our key clients with a global presence.

www.tatainteractive.com

Learning Experience (LeX) Design Model in Action

Learning Experience (LeX) Design Model in Action

Initiative 1: Security Awareness

Challenges• 20,000+ employees needed a ‘go-to’ resource, not only to access

training but also to remain engaged after launch

• The content was factual and had already been communicated to employees but failed to generate the desired impact and interest

Objectives• Provide training on key behaviors and security policies for protecting

organizational information and assets

• Monitor training effectiveness and update training annually

LeX AppliedA holistic learning experience centered around a SharePoint portal was implemented.

The portal offered a “go-to” resource – the single point where learners could access training, reference material and security policies.

The portal was collaborative, allowing for the social learning opportunities for learners to post questions, respond and have virtual discussions.

Emodules were hosted on the LMS but launched through the portal to provide a seamless experience.

To make the experience memorable and exciting, pre-launch email teasers were proposed to generate interest in the initiative.

To make learning engaging, a variety of instructional approaches were used to present the content. These included eMercials—short nuggets of information, mini-game, and interactive scenarios.

The scenario and eMercial storylines were made immersive by basing them on real-life experiences and security incidents that had occurred in the organization. Even the visual design was kept real-life by conducting a photo shoot and using those actual pictures rather than using stock images from the library.

Application was ensured through role play in the scenarios & activities in the mini-game.

Evaluation was two-pronged: an assessment at the end of the training and an end-user survey administered after the assessment. The “like” feature on SharePoint portal was also proposed an an indicator of evaluation.

To ensure reinforcement, banners and posters were put up on the campus during the launch of the program.

For Phase II of this initiative, the training material has been made tablet-compliant based on the end-user feedback from Phase I. As part of reinforcement, reminder emails are sent out to employees who do not complete the training on time.

www.tatainteractive.com

Initiative 2: Supply Chain Inventory Control

LeX AppliedAfter an extensive target audience and needs analysis, a training plan was created making sure it addressed all end user needs. The learning experience was customized by audience role.

For roles with extensive impact, immersive and contextual training was created using screenshots from the actual system performing the day-to-day tasks for those roles.

For roles which only needed to be informed, a short eMercial was created to provide the “big picture.”

For roles which were partially impacted, just enough information was provided through PPT decks.

Videos of senior leaders speaking about the initiative

were readily available and leveraged to generate excitement pre-launch.

All of this was held together through a Learning & Resources portal dedicated to supporting and sustaining this initiative. This portal was designed in a way that non-employees or external partners would have restricted access to training and resources, while employees would have access to not only training and resources but also the new process owners, FAQs, necessary phone numbers and updates and announcements about the initiative.

Since its pilot launch, this initiative has received very positive feedback. The improvements suggested by the pilot group have been incorporated into the training and other areas and the initiative is now set for a full-fledged launch.

Challenges• The content was highly technical and complex as it was system and

process related• The existing process was being tweaked, not replaced• There were several audience profiles; for some, the day-to-day tasks were

being extensively affected, for others only a part of their task was affected, while some only needed to be made aware of the resulting change

• Along with employees, even external partners needed to be trained • Everyone needed a “go-to” resource to interact with process owners, ask

questions, and refer to resources as and when needed

ObjectiveEnhanced inventory control and quality assurance.

www.tatainteractive.com

Learning Experience (LeX) Design Model in Action

Initiative 3:New Organizational Purchasing System

Challenges• A new purchasing system and process was being put into place

and excitement needed to be generated so employees would look forward to using the new system and be accepting of it

• There wasn’t a need for training as such, the requirement was more for just-in-time resources available to employees when they wanted to make actual purchases

• Employees needed to be directed to the right resources/tools/people during the purchasing process

Objectives• Ensure that employees follow organizational approval process • Provide employees with a consistent way of make official purchases

through approved vendors

LeX AppliedIn this case, the LeX model focused on making the experi-ence immersive, contextual and seamless; end users did not necessarily have to remember everything nor was it expected that they would go through all the training material at one time. The solution focused on creating an Enterprise Buying Portal that all employees would access when making purchases.

To make the experience seamless, the portal served as the main touch point where users could find all the right resources/tools/people during the purchasing process. Training formed one part of the resources, along with quick reference guides or job aids.

To make the experience contextual, a short video based on a character was created. This character was quite close to the target audience profile and depicted challenges they went through in the buying process and announced that a new system would soon be launched to solve these problems. Two weeks after the video was launched, users were directed to the resources available for preview before the system launch. The experience was made immersive by showing videos of actual buying tasks performed in the new system exactly replicating the potential end user tasks during the buying process.

The videos are currently used as a great “just in time” resource by many end users and are a critical factor in helping users adopt the new system and process.

Just like the proof of the pudding is in the eating, the proof of a model or theory is in its successful application in the real world. The case studies above show that the LeX model can be and has been successfully applied to achieve a variety of training and business objectives and is here to stay!

www.tatainteractive.com

Learning Experience (LeX) Design Model in Action