If you are interested in performance support and learning in the flow of work this is a must listen episode of Learning Uncut.  Sebastian Tindall, the Head of Learning and Development at Vitality, joins me to discuss their resource-led approach to learning and performance.  Vitality is a UK based health insurance provider whose business model incentivises their customers to take an active role in managing their wellness.  This model results in a large volume of product change, and the demand on the Learning and Development team has gone from having to support 14 projects a year in 2017 to 83 projects in 2020.

Two and a half years ago Sebastian and his team realised that there had to be a better way than classroom training to enable their 1,000 frontline workers to perform in this dynamic environment.  However, there was no ready-made framework that they could pick up and use.  Instead, they created a custom framework for workflow learning.  Sebastian describes their 4Ps approach – Prepare, Practice, Perform and Perfect.  He tells the story of how they created the approach and what they learned along the way.  A resource-led approach has enabled them to achieve a learning project turnaround time of less than 7 working days, decrease training minutes required by 17% and increase all evaluation metrics.

After we ended the recording Sebastian shared with me that he is seeking to connect with others that are further along the path of implementing a performance support approach than Vitality.  If you have a mature approach please reach out to Sebastian using his LinkedIn profile.

Episode Highlights

– The Vitality ‘shared value’ business model and implications for Learning and Development.

– Why and how the L&D team has grown from 3 people to 16 in just four years.

– How a resource-led approach and the use of rapid task analysis have enabled them to reduce solution development lead-time to less than seven days, accommodate a six-fold increase in project volume in three years, reduce training time and hit evaluation metrics.

– The four step delivery model that Sebastian and his team created: Prepare, Practice, Perform and Perfect. Prepare people by providing context.  Practice using scenarios.  Monitoring what happens when people Perform tasks in the workplace.  The Perfect stage as a placeholder to address any improvements identified through evaluation.

– Treating eLearning as a disposable asset: “it quickly becomes useless.”  Putting strict time limits on eLearning development with an emphasis on utility rather than aesthetics. Redirecting effort to well-design resources which will be used for longer than eLearning.

– How they figure out where to put a resource so that it is readily accessible in the flow of work.  Using analytics from SharePoint to understand what people are searching for and adjusting resources to suit this.

– The value of having people from operational roles join the Learning and Development team.

– How the team is adding value through change heat maps and analysis of the complexity of new operational processes.

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Full Episode

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Want to Emerge Stronger? Join the Masterclasses

Sebastian was one of our fabulous guests in the Emergent series of Learning Uncut, which explored how learning professionals can emerge stronger and more relevant from the pandemic.  In mid-February 2021 you have the opportunity to join the Emergent co-hosts and some of our guests in a series of practical workshops called the Emerging Stronger Masterclasses.*  We will work together to identify practical actions you can take as a learning professional to address business challenges.  If this sounds useful to you go to the Emerging Stronger landing page at this link for more information and to express your interest.

* In this podcast episode I refer to it as a Summit.  We’ve changed the name to Masterclasses to reflect the nature of the three week event.

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