The PwC mLearning Story – A Path from Pilot to Implementation

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The PwC mLearning Story –

A Path from Pilot to Implementation

Alisa Jacobs, Ben Short & Lynda Wiggins

PricewaterhouseCoopers

June 21 – 23, 2011San Jose, CA

It’s been a long journey, and not always as fast as we’d like…

PwC

The groundwork had been laid…… and we could see the potential

Starting with research: • Thinking

• Watching

• Waiting

• Learning

podcastssimple eLearning

assessmentSMS learningperformance support

Followed by proofs of concept:

Slide 3June 2011mLearnCon

PwC

Common conceptions about mobile learning

“It’s just a fad, don’t waste your money”

“The screen is too small for real learning”

“Our people don’t want to take their learning home”

“iPhone maybe but you can’t do it on a BlackBerry”

“It’s a ‘nice to have’, but where’s the ROI?”


PwC

Insufficient traction in the business…

Leadership

Business

L&D

Staff

When will you guys get it?!

I don’t really get it

I don’t really need it

I don’t really want it


No appetite to move forwards

PwC

Getting leadership engaged

• Educate

• Illustrate the opportunities

• Cut through the hype

• Be open about the challenges

• Put it in their hands


PwC

Securing buy in to move forwards

Leadership

Business

L&D

Staff

How can I get involved?

Now I get it.. this could be transformational

I’m still not convinced, but I’m ready to try

Let’s see if it can be effective


PwC

Signpost slide

Procede with caution

Proceed with caution


PwC

The pilots

Range of learning types

Full course �

Interactive mini course �

Performance support �

Just in time reference �

Interactive surveys �

Diagnostic tools �

Scenarios based learning �

Self check quizzes �

Comms videos �

Learning videos �


PwC

US Pilot: Sustainable Cost Reduction


PwC

The content…

• Content repurposed from an existing eLearn

• Content in both versions was very similar

- Application of concepts offered through scenario “module”

• Mobile navigation was made flexible to enable learner to “dip in, dip out”

- Content was divided into brief segments for quick access


PwC

US pilot demo


PwC

Items of note…

• Technical issues were minimal

• Learners neutral in comparing mLearning to eLearning

• 52% took the training in multiple sittings, 46% in one sitting

• 85% completed the learning experience on BlackBerry in an hour or less:

Completion time % of learners

15 – 30 minutes 26

30 minutes – 1 hour 39

1 hour 20

1 – 2 hours 13

Other (not specified) 2


PwC

85% of piloters rated the mobile learning experience as effective and would recommend it to colleagues

59%

85% 85%93%

0%

10%

20%

30%

40%

50%

60%

70%

80%

90%

100%

I found it easy to learnon a BlackBerry

I found this learningexperience on theBlackBerry to be

effective.

I would recommendthis learning

experience to mycolleagues.

I am very comfortablewith technology.


PwC

Statistical analysis indicates the mobile learning was rated similarly to its eLearning counterpart

Table 1: eLearning vs. BlackBerry Ratings1 eLearning BlackBerry

Average % Agree Average % Agree

The program content was relevant to my job responsibilities. 1.93 87% 2.00 79%

I intend to use the knowledge and skills learned in this program on my job.

1.77 97% 1.98 79%

I would recommend this program to my colleagues. 1.97 77% 1.77 85%

Overall the program was effective. 1.87 90% 1.85 85%

1Note: No statistically significant differences were noted on any items between the two groups.


PwC

The pilots


PwC

UK pilot demo


PwC

“I really doubted whether training & Blackberry were natural bedfellows - they are.”

“Very surprised I liked this. It was a bit left field and thought provoking. Good to do on a journey.”

“It was more sophisticated than anticipated.”

“I did think it would be difficult to look at given the small screen size ... this wasn't a problem.”

“It is more convenient and flexible than I had thought previously.”

“...loved the fact that I could get such a simple learning experience on my blackberry, when I had a spare moment. This was so easy to access. “

“I perceived it as a good idea and the reality in terms of how it has been put together met, if not exceeded this expectation.”

We love mobile learning...


PwC

Content Liked the

content

Content

appropriate

for

Blackberry

Action

taken

HOLD 82% 77% 43%

Open Mind 87% 83% 48%

TAD 70% 75% n/a

TDRN 65% 73% n/a

Other 83% 86% n/a

... for a variety of content


PwC

We want to be able to choose how we use our time.

0

5

10

15

20

25

30

35

Total

No of se

ssio

ns

Peak times


PwC

Keep it short…

Punchy messages

Self-contained modules

Timely reference material

Elective learning

5 minute refreshers

Dip in and out

and simple.

Focus on key messages

Reduce amount of text

Avoid excessive scrolling

Avoid complex, technical content

Simplistic design and navigation

Make it easy to find content

“Don’t want to feel like I’m reading an encyclopaedia through a keyhole”


PwC

We learnt that...

The pilots were a success

It aligns with our firm strategy

We can do itWe can do it

well

We’ve still got a lot to learn


PwC

It’s not without its challenges...

Challenges

Lack of available

high-quality, targeted content.

Multiple smartphone

policies

Limited availability of IT resources.

Cost and performance impact of

transmitting data to

handsets.


PwC

Moving forward

Leadership

Business

L&D

Staff

I can’t wait…

We need to act now

Our people want it, our clients expect it

We can make this work


The green light to go

PwC

The recommendation...

1. Proceed with a rapid RFP.

2. Implement an off-the shelf solution.

3. Undertake a phased approach.

Set up Adoption Optimisation Exploitation


PwC

What happened next...

1. Establish governance structure, project office and selection team

2. Issue RFP

3. Evaluate responses

4. Conduct detailed functional and technical demonstration workshops

5. Select vendor

6. Implementation PlanningWe are here!


PwC

Where we are going...

Set up Adoption Optimisation Exploitation

gamification*

user generatedcontent

augmentedreality

x-platform support

Controlled rollout

Light integration

Basic content library

Best practice

virtual classroom

business networking

location based

voice recognition

video conferencing

RFID

New devices

Additional

functionality

Wide rollout

Streamlined production

deep integration


Still a long way to go

Bon voyage!

This publication has been prepared for general guidance on matters of interest only, and does not constitute professional advice. You should not act upon the information contained in this publication without obtaining specific professional advice. No representation or warranty (express or implied) is given as to the accuracy or completeness of the information contained in this publication, and, to the extent permitted by law, PricewaterhouseCoopers LLP, its members, employees and agents do not accept or assume any liability, responsibility or duty of care for any consequences of you or anyone else acting, or refraining to act, in reliance on the information contained in this publication or for any decision based on it.

© 2011 PricewaterhouseCoopers LLP. All rights reserved. In this document, “PwC” refers to PricewaterhouseCoopers LLP (a limited liability partnership in the United Kingdom) which is a member firm of PricewaterhouseCoopers International Limited, each member firm of which is a separate legal entity.

Lynda Wiggins

[email protected]

Global Learning Technology Group

Ben Short

[email protected]

Global Learning Technology Group

Alisa Jacobs

[email protected]

US Learning & Development

The PwC mLearning Story – A Path from Pilot to Implementation

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