Menu Home

Using 70:20:10 as a Reference

My last project of 2016 is to review and re-design the learning strategy for a legacy systems training program. As we start looking at historical data on the program and to identify key improvement areas, our suggestions seem to organically reflect the 70:20:10 principles, namely:

  • 70% of learning is experiential. It happens through daily tasks, challenges and practice.
  • 20% of learning is social. It happens with and through other people, like coworkers.
  • 10% of learning is formal. It happens through structured training courses and programs.

Following is a brief overview of what the legacy program looked like, how we propose to update it using 70:20:10 as a guide, and the changes and challenges we face while updating the program.

What did the previous training program look like?

  1. About 80% of our training was formal, designed as mandatory virtual or classroom trainings.
  2. Our initial formal training process was very long- a minimum of 5 hours and a maximum of 10 hours of training was delivered upfront before the end-user could get access to the system.
  3. There were some opportunities for social learning, but it was not integrated into the training strategy. Enterprising end-users identified their own go-to experts, formed small discussion groups, etc. This created for more than one source of truth and uneven levels of expertise.
  4. There was little to no experiential learning. Existing training covered how best to use the system and its features, but did not provide the business perspective & benefits. We also did not follow the end-user’s journey nor did we customize the training for the more than 10 roles that used the system.
  5. We did not provide any performance support for beginner level users
  6. We did not provide remedial training/ performance support for the 5 moments of learning
  7. We did not evaluate the benefits of the training program

What changes are we proposing for the new training program?

  1. Design an end-to-end learning experience instead of just a stand-alone training strategy, ie, integrate initial learning, performance support, and systems support into a seamless experience for the user.
  2. Reduce the amount of formal learning- reduce minimum from 5 hours to 2 hours and maximum from 10 hours to 4 hours.
  3. Design opportunities for experiential learning: micro learning nuggets based on role-specific scenarios, case studies based on previous experience for practice, game-based quizzes (both mandatory and optional), etc.
  4. Design opportunities for social learning. This is proposed to be achieved with three initiatives: monthly walk-in sessions with Champions at various global locations, user generated content via blog, and a peer reviewed and curated knowledge database driven by issues submitted via support tickets
  5. Don’t stop training with initial offerings, but continue to provide performance support throughout the end-user’s systems use. We propose to achieve this by embedding performance support (help, hints, simulations, videos) within the system itself.
  6. Create a robust evaluation framework to measure the benefits of the program- if possible run a pilot group and a control group to measure differences, if any.

What effect does 70:20:10 have on the resourcing of a training program?

  1. As we have started adopting the 70:20:10 framework, we find that we need to make operational changes in how we work and who we resource into designing the learning program:
  2. We are using qualitative (survey responses) and quantitative (support tickets) feedback to drive updates to training strategy and content.
  3. We are creating more and more role and location based content.
  4. Content updates have gone from being reactionary (only updated when there is a change to the system) to anticipatory.
  5. We are updating content faster than before, and therefore, need a strong element of change management built into the training program.
  6. We are giving more power to the end-user- a lot of the content for social learning is user generated.
  7. We are having to assign more resources to manage face to face logistics.
  8. We are having to investigate and use new learning design tools.
  9. As we have included elements of social learning, we find that side by side with SMEs and instructional designers, we need a new role in the team: that of a content curator. This is sort of a cross between an SME and an ID- someone with subject matter expertise who can also arrange and tag content in a meaningful way.

What challenges are we facing with the use of the 70:20:10 model?

  1. We are not sure if we are designing experiential, social, and formal learning in the exact prescribed ratio of 70:20:10, though this is not a concern for us.
  2. The reduction in formal training is a huge mindset shift for an industry driven by compliance and as such we need to perform a lot of change management for relevant stakeholders.
  3. While the various learning modalities are moderately easy to implement for internal users, there are technical challenges in implementing them for external partner companies.

Categories: IRL Projects Tried & Tested

Swati Sengupta

I am a Learning and Performance Consultant from India currently based in Zürich, Switzerland. Over the last 13 years, I have consulted for clients in the retail, technology, manufacturing, banking, shipping, BPO, and healthcare industries. For more details, please visit my Bio page by clicking on the Menu.

Leave a Reply

Fill in your details below or click an icon to log in:

WordPress.com Logo

You are commenting using your WordPress.com account. Log Out / Change )

Twitter picture

You are commenting using your Twitter account. Log Out / Change )

Facebook photo

You are commenting using your Facebook account. Log Out / Change )

Google+ photo

You are commenting using your Google+ account. Log Out / Change )

Connecting to %s

%d bloggers like this: