During my time at a consultancy, I worked with one of the top four banks in Australia to tackle compliance training for employees.
Employees were not complying with policies and regulations even after they've completed compliance training. The business have found that employees simply weren't retaining their learning because it was time-consuming and not engaging.
On a mission to increase knowledge retention, we needed to understand employees' root causes and challenges with compliance training.
(Please note that the details showcased have been edited and anonymized to maintain confidentiality.)
I co-led the research with employees, facilitated ideation sessions, prototyped and tested an early stage concept with the bank's innovation team.
The outcome was a validated design for the compliance and HR teams to build and integrate with their existing learning management system.
Compliance training materials are confidential which means employees need to complete them in an authenticated (logged in) environment on desktop. Employees don't have dedicated time for training and often have to complete it after commuting home from work.
Employees often found some of the compliance topics irrelevant to their daily roles, which made it hard to retain the learning materials.
When employees feel forced to learn about compliance, this creates a 'push' rather than 'pull' learning experience. They feel 'pushed' to learn rather than driven by an intrinsict motivation to learn.
This design addresses two main pain point areas: making learning accessible and increasing knowledge retention.
With a pocket guide, this makes learning much more accessible where employees can learn on-the-go as they are commuting into work, for example.
While everyone learns differently, providing multi-modal content responds to the different learning modes - learn by listening (audio), by watching (video), by doing (taking notes or trying it out), or all of the above.
When employees are engaged, they are much more likely to retain their learning.
Finally, the content needed to be revisited to use more relevant examples employees can relate to.
I recently tackled a similar problem space in a different domain where customers didn't retain any learning and as a result, constantly relied on support teams.
Reflecting on all the user research I've done, I noticed the same emerging themes around motivation, learning context (desktop vs on-the-go) and modes (learning by reading, watching and/or doing). These behaviours build the foundation to engagement and knowledge retention.
Putting all this together, this helped me shape a learning framework which I now use to design other learning experiences applicable to any other domain.