User- focused gold- standard design for compliance training
User-focused design for gold-standard compliance training
Jan 29, 2015
These are the slides from my session at the eLearning Network's 'innovation in compliance training' event. Just because compliance training has a bad reputation for being little more than a box-ticking exercise doesn’t mean we should let it live up to that reputation. With a little imagination, and a focus on the users rather than covering the back of the organisation, it’s absolutely possible to create effective and engaging training that achieves both competence and compliance. Drawing on my experience of working on an award-winning compliance project, I set out my tips for breaking the mould of compliance training and designing something that engages users and changes behaviours.
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Transcript
User-focused
gold-standarddesign for
compliance training
Compliance e-learning in three words?
Is this the cause or effect of its
bad reputation?
Let’s rehabilitate compliance e-
learning!
What do you want it to be like?
Great compliance e-learning in
three words
Effective
Relevant
Engaging
In other words, user-
focused
Help them live it
Show them it matters
Make them care
Three steps to compliance greatness
Design compliance
e-learning that engages users and changes
behaviours
Help them live it
Show them it matters
Make them care
Three steps to compliance greatness
Visual design and concept
1.
surprising Do something
surprising Do something
Get them to sit upand
take notice
Tone of voice and language
2.
Train companies ... use strangely remote
and pompous language. The kind that tells us they’d rather do anything but talk to
us ... But it’s hard to like anyone who talks to you the way they do. It will only
ever get one result. Zero compliance.
Banish the business speak
- Jan (The Writer)
(Sometimes, less is more)
conversationalKeep it
natural, clear, simple
short
We respond well to language.”
“We prefer words and sentences.
- Nick Parker (The Writer)
Have fun with it
3.Variety, choice
and control
Different content“ clearly works
- Cathy Moore (Making Change)
Mix and match
better in ...different formats
preferences... And learners clearly have ”
Let go!
Let the user take contro of the learning
experience
user control
learning experience
Help them live it
Show them it matters
Make them care
Three steps to compliance greatness
Make them care
Help them live it
Three steps to compliance greatness
Show them it matters
4.Scenarios,decisions,outcomes
Draw on high profile cases
Draw on high profile cases
Recognise any of these stories?
Let’s take a look behind the headlines...
Build in stories and anecdotes
Meet Jackie
Jackie didn’t take the health and safety course she was meant to take before operating heavy machinery on a building site.
‘What’s the worst that can happen?’ she thought.
Click here to find out how many bones she broke...
Build in stories and anecdotes
5.Practice before
theory
Take a tip from the ads
* The legal stuff’s the small print that comes afterwards
Put the really useful ,
surprising and interestingstuff centre-stage *
6.Tailored access
and experiences
Think about the audience
Group job roles into
risk categories
realistic, contextual pre-test.“Save everyone’s time with a
- Cathy Moore (@CatMoore)
Let learners prove they don’t need the training.”
Find out what they already know
...tell them
what they need to know.
Then...
Just that –
nothing more.
Make them care
Help them live it
Three steps to compliance greatness
Show them it matters
Make them care
Show them it matters
Three steps to compliance greatness
Help them live it
7.Actions, not
words
What do you want to get from today?
To create e-learning that changes real-world behavior, we have to first
identify what people need to do, and only then decide if there’s anything that
they need to know.
Set behavioural outcomes
- Cathy Moore (Making Change)
Actions, not wordsKnow how to handle data appropriately
Actions, not wordsKnow how to handle data appropriately
Actions, not wordsKnow how to handle data appropriately
Explain the evacuation procedure
Actions, not wordsKnow how to handle data appropriately
Explain the evacuation procedureEvacuate your guests
safely from the building
Actions, not wordsKnow how to handle data appropriately
Explain the evacuation procedureEvacuate your guests
safely from the building
Define what constitutes fraudulent acts
Actions, not wordsKnow how to handle data appropriately
Explain the evacuation procedureEvacuate your guests
safely from the building
Define what constitutes fraudulent actsReport any signs of fraud
Check the right thingDesign an assessment that
proves competencenot just
compliance
8.Challenging
questions and activities
first, later
Design
e-learning
note-telling
Ask check
Remember
the Goldilocks rule
Things to avoid when writing questions?
9.An ongoing experience
Make them care
Show them it matters
Three steps to compliance greatness
Help them live it
Help them live it
Show them it matters
Make them care
Three steps to compliance greatness
Help them live it
Show them it matters
Make them care
User-focused design forgold-standard compliance training
Design compliance
e-learning that engages users and changes
behaviours
ReferencesTone of voice and language• Banishing the business speak (Stephanie Dedhar): http://bit.ly/c9IYWX • Bad language hits the buffers (The Writer): http://bit.ly/dEnzlg • Words that can change your world (Nick Parker): http://bit.ly/aFdeEf • How to write for the web (Econsultancy): http://bit.ly/9KaOfi • Stephen Fry kinetic typography (RogersCreations via YouTube): http://bit.ly/bqoCdS • Dump the drone (Cathy Moore): http://bit.ly/kF0v
Variety, choice and control• Learning styles – worth our time? (Cathy Moore): http://bit.ly/9FhO6W
Practice before theory• Learning from the ad men (Kineo): http://bit.ly/bZpOsn
Actions, not words• Why you want to focus on actions, not learning objectives (Cathy Moore): http://bit.ly/bFv4I
Challenging questions and activities• Can you answer these questions about multiple-choice questions? (Cathy Moore): http://bit.ly/cHftw • Tips for effective questions (Saffron): http://bit.ly/9dDWcZ
Image credits1. SUAT EMAN / FREEDIGITALPHOTOS.NET2. JSCREATIONZS / FREEDIGITALPHOTOS.NET4. GRAUR CODRIN / FREEDIGITALPHOTOS.NET5. GRAUR CODRIN / FREEDIGITALPHOTOS.NET6. JSCREATIONZS / FREEDIGITALPHOTOS.NET9. FREEDIGITALPHOTOS.NET13. M_BARTOSCH / FREEDIGITALPHOTOS.NET16. KANDYJAXX / FLICKR.COM21. PIXOMAR / FREEDIGITALPHOTOS.NET26. FILOMENA SCALISE / FREEDIGITALPHOTOS.NET30. FREEDIGITALPHOTOS.NET31. FRANCESCO MARINO / FREEDIGITALPHOTOS.NET33. AMBRO / FREEDIGITALPHOTOS.NET39. SUAT EMAN / FREEDIGITALPHOTOS.NET40. JSCREATIONZS / FREEDIGITALPHOTOS.NET49. GRAUR RAZVAN IONUT / FREEDIGITALPHOTOS.NET52. JSCREATIONZS / FREEDIGITALPHOTOS.NET53. SALVATORE VUONO / FREEDIGITALPHOTOS.NET59. RENJITH KRISHNAN / FREEDIGITALPHOTOS.NET
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