Webinar: Bloomingdale's Innovative Approach to eLearning is a Game Changer
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Bloomingdale’s Innova0ve Approach to eLearning is a Game Changer October 7, 2014
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For the full webinar recording, please visit: http://know.axonify.com/associate-of-the-future These are slides taken from our webinar on October 15th, 2014, where we discussed the story of Bloomingdale's. We talked about some of the challenges Bloomingdale's faced with a traditional approach to learning and how those were overcome. We also went over some of the results Bloomingdale's is seeing with a more innovative approach to learning. Webinar duration: 1 Hour.
Transcript of Webinar: Bloomingdale's Innovative Approach to eLearning is a Game Changer
Bloomingdale’s Innova0ve Approach to eLearning is a Game Changer
October 7, 2014
Some Housekeeping Details
The event is being recorded
Use the Q&A window
The Polling function
Follow the conversation on Twitter: #AxWebinar
The Focus of Today
o Bloomingdale’s
o Background
o Issues
o New Approach
o Brain Science & Gamifica0on
o Bloomingdale’s Results
o Q&A
Chad McIntosh VP OF LP & RISK MANAGEMENT
BLOOMINGDALE’S
Chris0ne Tutssel SVP OF STRATEGIC INITIATIVES
AXONIFY
Christine Tutssel VP of Strategic Initiatives
Axonify
• It all started with the hoopskirt!
• It all started with the hoopskirt!
• Founded in 1872 and in our flagship 59th Street loca0on since 1886
• It all started with the hoopskirt!
• Founded in 1872 and in our flagship 59th Street loca0on since 1886
• Now 33 upscale department stores & 13 outlet stores in 12 states
• Over 10,000 employees
My Responsibili0es
o Responsible for the safety of the people, products & facili0es at Bloomingdale’s
o Safe Work Prac0ces
o Inventory Loss (Shrink)
o Processes & Procedures
o Compliance
o It is cri0cal that employees know, understand and are reminded to do the right thing
E L E V T O R
V
Disconnect
Corporate Learning Learning Needs
Posters & Handouts
Rallies Compulsory OSHA Training
New Hire Orienta0on
Communica0on Survey Results
Our tradi0onal approach to associate learning included:
Associates were not remembering and applying what they needed to know to do their jobs and it is expensive.
The Boaom Line
POLL QUESTION
What is the biggest implica0on for your business, when employees forget what they’ve learned? 1. Customer service issues 2. Loss of sales 3. Opera0onal errors 4. Compliance issues (i.e. Safety) 5. All of the above 6. Other
Don’t forget to click submit.
Associates were not remembering and applying what they needed to know to do their jobs and it is expensive.
The Boaom Line
1. Preventable safety claims
2. Lack of understanding of LP programs
Issues we were having
o Inconsistency from department-‐to-‐department & store-‐to-‐store
o Difficulty iden0fying who was “gehng it”
o Lack of engagement
o No metrics for knowledge/reten0on
o Lack of appeal to tradi0on approach
o Poor compliance, escala0ng claims, nega0ve image of training
Looking for an innova0ve approach to Associate learning that was:
Most importantly, improved performance and boaom-‐line results.
Engaging Integrated into the Workday
Measurable
33%
Millennials
4 Different
Genera0ons
40% Non-‐Bloomingdale Employees
Many Cultures & Languages Represented
Looked for an approach that: o Was fun, interac0ve & easy for
employees o Fostered friendly compe00on,
individually & amongst Teams o Incorporated rewards &
gamifica0on elements o Demonstrated that the company
cares Engaging
Looked for an approach that: o Made use of employee down0me o Didn’t take employees off the
floor for long stretches of 0me o Provided learning at the point of
need
Integrated into the Workday
o Looked for a way to measure:
o Par0cipa0on o Who was “gehng it” o Knowledge growth o Impact on safety & shrink
o Wanted something that could be used as a correc0ve tool
o The ability to target specific popula0ons and check compliance
Measurable
Led us to deploy a new eLearning approach at Bloomingdale’s:
o Associates get bite-‐sized learning each day wrapped in gamifica0on
o Receive 3 ques0ons a day related to safety & shrink (started with safety content)
o Personalized to each Associate based on what they know and what they don’t know
o Takes minutes a day
o Can access via POS, where Associates clock-‐in or via Tablets
A Day in the Life of a Bloomingdale’s Employee
Leveraging How The Brain Really Works
Three Core Concepts being Applied to eLearning to Drive Retention
Spaced Repe00on
Also known as interval reinforcement.
Retrieval Prac0ces
The ques0oning format.
Contributes to long term reten0on.
Confidence-‐Based Assessment
Exposing employees to ideas 3 2mes over 30 days, versus 1 2me over 30 days.
3 Times Aper 30 Days
1 Time Aper 30 Days
10%
50%
90%
DAYS 1 2 3 4 5
KNOWLEDG
E RE
TAINED
10 15 20 25 30
Reten0on Increases Up To
90%
Training Event 1 2 3
Spaced Repe00on
Repeated retrieval is more effec0ve for long term reten0on than repeated study.
Repeated Retrieval
Repeated Retrieval Leads to Beaer Learning
0
0.1
0.2
0.3
0.4
0.5
0.6
0.7
0.8
Study Repeated Study Concept Mapping Retrieval Prac0ce
Prop
orDo
n Co
rrect
Source: 2011 study by Jeffrey D. Karpicke, Department of Psychological Sciences, Purdue University
“When combined, spaced repe22on and retrieval prac2ces deliver the op2mal environment for reten2on.” Dr. Alice Kim Rotman Research Ins2tute at Baycrest
Confidence-‐Based Assessment
The use of a confidence-‐based learning methodology: o Has shown beMer knowledge reten2on and knowledge acquisi2on.
o Triggers an emo2onal reac2on, which assists with long-‐term reten2on.
KNOWLEDGE
Misinformed Mistakes
Mastery Smart Ac0on
Uninformed Paralysis
Doubt Hesita0on
Source: Dr. James Bruno Confidence-‐Based Learning Methodology, UCLA
More effec0ve knowledge acquisi0on & reten0on
15-‐20%
CONFIDE
NCE
Gamifica0on Drives Engagement
What is this “game” stuff?
Game-‐based Learning Gamifica0on
The use of gaming elements integrated into a training program aligned with corporate goals to promote change in behavior.
The use of a game to teach knowledge, skills & abili0es to learners using a self-‐contained space.
Simula0on Learning
A realis0c, controlled-‐risk environment where learners can prac0ce specific behaviours & experience impacts of their decisions.
Gamifica0on is using game-‐based mechanics, aesthe0cs and game thinking to engage people, mo0vate ac0on, promote learning and solve problems.
Gamifica0on uses elements of the game, but is not the game in-‐and-‐of itself.
Gamification adoption is set to change the dynamics of employee engagement, rewards and recognition globally.
2013 2018
*Compound Annual Growth Rate (CAGR) = 67.1%
$421.2 Million
$5.502 Billion
*MarketsandMarkets Report
RESULTS
Phase 1 -‐ Safety Awareness • 6 topic areas: box
cuaers, sensors, broken glass, ladder safety, slips, trips & falls, back safety
Phase 2 – Shrink • Award program • Damage markdowns • Black tag • Hub & spoke
Phase 3 -‐ Overall Associate Training
Knowledge Lips
55%
71% 66%
53%
77% 77%
92% 83%
67%
90%
Awards Program
Display Hazards
Safe Liping Emergency Shutdown
Box Cuaers
Baseline Current
é22% é21% é17% é14% é13%
Bloomingdales associates NOT USING
Axonify are THREE 0mes MORE likely to have a
WC claim
Results
86.6% Increase in confidence
Associate Feedback
Diverse Workforce
Bloomingdale’s employees represent
4 different genera2ons and many cultures &
languages.
85.6% Stated that gamifica0on increased their par0cipa0on in learning
This new approach has had a direct impact on performance.
41% Reduc0on in safety claims
What’s needed for a successful rollout:
o Management involvement
o Complete rollout strategy
o Department (i.e. store) champions
o Peer influence
o Expecta0on management
o Consistent involvement/follow-‐up
What’s needed to get started:
1. Start with your business objec0ves. Clearly ar0culate what you’re trying to achieve.
2. Select one business unit where you can measure success i.e. Safety
3. Engage a partner who can demonstrate success in what you’re trying to achieve
