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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?”
Slide 4June 2011mLearnCon
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
Slide 5June 2011mLearnCon
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
Slide 7June 2011mLearnCon
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
Slide 8June 2011mLearnCon
PwC
Signpost slide
Procede with caution
Proceed with caution
Slide 9June 2011mLearnCon
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 �
Slide 10June 2011mLearnCon
PwC
US Pilot: Sustainable Cost Reduction
Slide 11June 2011mLearnCon
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
Slide 12June 2011mLearnCon
PwC
US pilot demo
Slide 13June 2011mLearnCon
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
Slide 14June 2011mLearnCon
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.
Slide 15June 2011mLearnCon
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.
Slide 16June 2011mLearnCon
PwC
The pilots
Slide 17June 2011mLearnCon
PwC
UK pilot demo
Slide 18June 2011mLearnCon
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...
Slide 19June 2011mLearnCon
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
Slide 20June 2011mLearnCon
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
Slide 21June 2011mLearnCon
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”
Slide 22June 2011mLearnCon
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
Slide 23June 2011mLearnCon
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.
Slide 24June 2011mLearnCon
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
Slide 25June 2011mLearnCon
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
Slide 27June 2011mLearnCon
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!
Slide 28June 2011mLearnCon
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
Slide 29June 2011mLearnCon
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
Global Learning Technology Group
Ben Short
Global Learning Technology Group
Alisa Jacobs
US Learning & Development