Digital is disrupting every part of an organization's value chain at a record pace, creating a critical need to transform operations and employees' ways of working. Formal training alone can't keep up; it's often too slow, too generic, inconvenient, inefficient, unduly expensive and lacks or lags methods for measuring business-related effectiveness. Trish Uhl show you how to start leveraging Learning Engineering, a multidisciplinary approach that combines modern technology, data analytics, decision science, learning sciences and change management with human-centered engineering design methodologies to ultimately deliver targeted learning outcomes and business results that keep pace with the business and merge learning into the flow of work and lead Digital Adoption.

1. Mission Critical:
Leveraging Learning Engineering
to Drive Digital Transformation
Trish Uhl, PMP, CPLP Rebecca Komathy
With: Moderated by:
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Learn with the Flow: Digital Adoption Tactics
That Drive Digital Transformation
Webinar Series

2. Whatfix is a leading digital adoption platform that helps companies provide intuitive onboarding, and
effective training and support. Whatfix’s contextual and personalized in-app content drives-up user
productivity and engagement.
To learn more about how Whatfix can help you, visit whatfix.com

3. Click on the Questions panel to
interact with the presenters
Learn with the Flow:
Digital Adoption Tactics That
Drive Digital Transformation
3https://www.elearninglearning.com/webinar-series/11082/learn-with-the-flow-colon--
digital-adoption-tactics-that-drive-digital-transformation

4. About Trish Uhl, PMP, CPLP
Trish Uhl, founder of Owl's Ledge LLC and the Talent & Learning Analytics Leadership Forum, works
globally with learning leaders and business executives to transform their organizations into digital
workplaces and develop their employees’ digital fluency and dexterity. Trish’s unique skill set combines
data science, learning science, advanced analytics, AI, predictive modeling, ambient intelligence, voice
user experience, Blockchain, and emerging tech to promote positive people impact and deliver
organizational outcomes.
About Rebecca Komathy
Rebecca attended California State University, Long Beach, where she earned her M.F.A. in Creative Writing
with a concentration in Fiction. After working in the publishing and English education fields, she became more
interested in the information science and business aspects. She is attending SJSU for her second Master’s,
this time in Library and Information Science so she can learn more about digital curation. She currently works
at Aggregage as a Webinar Coordinator. When she’s not working, she is probably snuggling with her French
bulldog named Kira.
Mission Critical:
Leveraging Learning Engineering
to Drive Digital Transformation

5. agenda
#LearningEngineering
#eLLwebinars
1. Engineers
2. Traceability
3. Risk
4. Agile & Digital Transformation
5. Learning Ecosystems
6. Learning Engineering
7. Digital Adoption
8. What’s Your Learning Journey?

6. engineers
#LearningEngineering
#eLLwebinars

7. Photo by SpaceX on Unsplash

8. traceabilitytrack & trace
#LearningEngineering
#eLLwebinars

9. www.bumblebee.com/tracemycatch

10. risk
#LearningEngineering
#eLLwebinars

13. Photo by Robert Anasch on Unsplash

14. Photo by David Menidrey on Unsplash

15. Photo by Conner Baker on Unsplash

16. #LearningEngineering
Watch Mars Food Safety video on YouTube! https://youtu.be/TIzl26vvh7k
#eLLwebinars

17. Traceability: Creating a Safer and More Sustainable Food Supply Chain
Source: https://twitter.com/5h15h/status/1012001419451252736

18. traceabilitytrack & trace
#LearningEngineering
#eLLwebinars

19. agilemarsEnterprise Learning Opportunities 2019
POWERED
BY

20. “The investment in and development of new technologies,
mindsets, and business and operational models to improve work
and competitiveness, and to deliver new and relevant value for
customers and employees in an ever-evolving digital economy.”
What is Digital Transformation?
#LearningEngineering
#eLLwebinars
- Brian Solis

21. Implementing these technologies is one thing;
getting people to use them is quite another.
Digital Dexterity
#LearningEngineering
#eLLwebinars
- @trishuhl

22. For Global Traceability Transformation Program,
it’s estimated that 85%
of expected Benefits
depend on people changing
how they do their job [User Adoption]
85%
Traceability: What does Success Look Like?
#LearningEngineering
#eLLwebinars

23. whatrisk?
#LearningEngineering
#eLLwebinars

24. 7 Most Common User Adoption Challenges
Source: Arkadin
#LearningEngineering
#eLLwebinars
1. Lack of user buy-in
2. Availability of training time
3. Proving ROI of unified
communications to end users
4. Lack of implementation strategy
5. Lack of user competency
6. Choice of technology
applications for users
7. Implementation is too disruptive

25. “This disruption requires that people and enterprises adopt new ways of
working. And that requires an innovative approach to learning at work.
Learning is survival-critical for employees and enterprises alike. If you fail
to establish new ways of learning, you can’t achieve new ways of working;
and absent those, you can’t compete. To avoid that fate in the digital age,
you need an adaptable learning ecosystem that elevates learning strategy
to the CEO level and embraces digital.”
Learning is Survival Critical for Employees and Enterprises
– Boston Consulting Group, “CEO’s Guide to Leading & Learning in the Digital Age”
#LearningEngineering
#eLLwebinars

26. learningecosystem
#LearningEngineering
#eLLwebinars

27. learningengineers
#LearningEngineering
#eLLwebinars

28. What is Learning Engineering?
2019 IEEE Industry Consortium on Learning Engineering
(ICICLE)
Learning Engineering is a process and practice that applies
the learning sciences using human-centered engineering
design methodologies and data-informed decision making
to support learners and their development.
www.ieeeicicle.org | @ieeeicicle
1967 Herbert A. Simon, Nobel Laureate coined the term
a 'Learning Engineer' is a person with a “knowledge base in
the learning sciences, familiarity with modern education
technology, and an understanding of and practice with
design principles" and a deep background in a specific
academic discipline. “The Job of a College President”

29. Source: Galvin Ngo @techedcafe | #ICICLE2019 @ieeeicicle
Learning Engineering

30. businessacumen
#LearningEngineering
#eLLwebinars

31. changemanagement
#LearningEngineering
#eLLwebinars

32. ADKAR
The change management approach takes into consideration all ADKAR dimensions to
communicate and engage with stakeholder groups.
Why are we doing this?
Why is this a benefit to me?
Why can’t we continue as we are?
How are we going to do this?
How will my role change?
How do my working practices change?
Who is involved?
Awareness1
Desire
Knowledge
What is this?
What is changing?
What is the plan?
Support new working
practices
Respond to challenges
and apply learning
Enhance benefits
Reinforcement
Make the change
Involve the right people
Establish new state
Activate support network
Ability
2
3
4
5
Source: Prosci Change Management Methodology

33. Source: Galvin Ngo @techedcafe | #ICICLE2019 @ieeeicicle
Change Management

34. Source: Galvin Ngo @techedcafe | #ICICLE2019 @ieeeicicle
Learning Sciences

35. learningsciences
#LearningEngineering
#eLLwebinars

36. Global Training Principles
Reinforcement Materials (Performance Support)
• Solutions need to focus on providing performance support
(following 5 Moments of Need and 70:20:10) at least as much as
formal training to drive sustainable behavior change
5 Moments of Need
• Formal Training
• New/Intro
• Intermediate/ Advanced
• Performance Support
• Apply 1st Time
• Change
• Goes Wrong
70:20:10
• 70% is learned on the job (including manager support)
• 20% is learned from peer interaction & support
• 10% is learned from formal instruction
Hands-on exercises in SANDBOX system
• The faster and more frequently Associates can get into a Sandbox
system – and complete the more hands-on exercises - the better
Scheduling
• Training delivery (regardless of format) should be held within the
recommended timeframes to provide optimal chances for success
Training Communications
• Clear expectations of leadership on how training will be applied
and put into practice on-the-job
• Responsibility Principle – materials are available; Associates are
responsible for utilizing them
Follow-up Coaching & Floor Support
Recognition of Effort & Application
• Recognize desired behaviors
• Communicate consequences for inaction
“What gets rewarded, gets done; what gets recognized, gets repeated.”
Guided instruction is essential to the success of the Traceability Program goals and business outcomes, but Line Manager and
Associate success requires equal focus on reinforcement activities that support behavior change in the work environment.

37. Source: Galvin Ngo @techedcafe | #ICICLE2019 @ieeeicicle
Human-Centered Design | Design Thinking

38. designthinking
#LearningEngineering
#eLLwebinars
human-centered design

39. Applying Design Thinking to develop a User Centered
Solution
Our project approach leverages several Design Thinking concepts, including the development of
Personas to represent groups of Associates impacted by changes.
Why?
• To help understand our
people’s needs, experiences,
behaviors and goals
• To help create a solution that
recognizes the different
requirements of different
people & give Associates a
voice
• To ensure communication is
tailored for specific needs
Alexander &
Marie
“Coordinators"
April
“Warehouse"
Rose & Sam
“Packaging"
Burt
“SQA”
Maddy
“Manager"
Bozema
“Lab”
Traceability Personas

40. Source: Galvin Ngo @techedcafe | #ICICLE2019 @ieeeicicle
Learning Experience Design & Research

41. learningexperiencedesign
#LearningEngineering
#eLLwebinars
and Research

42. research
#LearningEngineering
#eLLwebinars
external | internal

43. 43
EX creates a more effortless experience for managers
and employees. It is giving significant time back to
the business - 100 hours per employee and manager
per year, on average. The total bottom-line P&L
impact is $71 Million USD in a company of 20,000
employees. This direct impact accounts for only 45%
of the total business value of EX.
EX creates a better experience at 'moments of truth,'
those moments where the experience matters and
directly improves engagement. Engagement is defined
as 'discretionary effort' and 'higher intent to stay with
(or join) a company.' It accounts for 55% of the total
business value of EX - or $85 Million USD in bottom-line
P&L impact for a company of 20,000 employees.
Source: TI People: State of Employee Experience 2019
►Engagement ►Effortlessness
Employee Experience

44. storytelling
#LearningEngineering
#eLLwebinars

45. Change Management: “Commitment Curve”
T I M E
High
Low
Reinforce
Desire
Knowledge
Ability
Communications
Change Management and Learning
Emails, Daily
Stand-ups,
Intranet
Stories, Road Shows,
department meetings,
shift changes, video
One-on-ones,
small group
discussions,
training
Active learning,
leader behavior
Interactive,
personal experiences
Awareness
Go
Live
Focusing on communication with stakeholders and monitoring progress are particularly important during the stages of
Awareness, Desire, and Knowledge. Embedding performance support and learning in flow of work helps with Reinforcement.

46. Persona: Inbound Operator (Factory)
Alexander

47. START
HERE
LEARNING JOURNEY
Data analytics used to assess
individual operator and site
progress toward sustainable, long-
term adoption of global standard
and systems. Changed behavior
rewarded & recognized.
Inform end user of training plan
Operators are scheduled for
training by their Manager, Key
User and site training lead
according to shift work.
Awareness & Desire
The Line Manager(s) will meet
collectively with Operators during Shift
changes to review TT program, training
& support opportunities, pre-work
assignments and to debrief recordings.
Awareness
Shift Change where the
Operators will hear about
the change from their
Manager. Recordings used
to provide consistent
message & context.
Knowledge & Ability
Operators participate in
training and hands-on
practice using relevant
examples.
Inform of Go Live
Managers inform
Operators of Go Live
schedule and what is
expected from them.
Reinforcement
At Go Live, Managers, Key Users and
site training team provide support.
Operators know what is expected of
them, who to contact and where to
access resources.
Awareness & Desire
Operators set individual
Intention Goals prior to
training which can be used
to predict adoption.
Inbound Operator

48. Source: Galvin Ngo @techedcafe | #ICICLE2019 @ieeeicicle
Data Analytics

49. dataanalytics
#LearningEngineering
#eLLwebinars

50. Engineering Human Behavior
“Human beings, viewed as behaving
systems, are quite simple. The apparent
complexity of our behavior over time is
largely a reflection of the complexity of the
environment in which we find ourselves.”
- Herbert A. Simon, Carnegie Melon Professor &
Nobel Laureate, originator ‘Learning Engineer’
#LearningEngineering
#eLLwebinars

51. Learning Systems Engineering™
creating a value stream for learning
Communications
Instructional
Event
Behavior
Change
Organizational
Performance
INPUTS THROUGHPUTS OUTPUTS
Expectations Readiness Transfer Results Outcomes
Confirm Assess Evaluate Report Convert
Learning Solutions Framework with embedded feedback loops offering macro & micro decision-support
Source: © 2016 Trish Uhl, Owl’s Ledge LLC

52. Learning Systems Engineering™
creating a value stream for learning
Communications
Instructional
Event
Behavior
Change
Organizational
Performance
INPUTS THROUGHPUTS OUTPUTS
Expectations Readiness Transfer Results Outcomes
Measure short-term progress toward long-term goals
Predictive Learning Analytics
Source: © 2016 Trish Uhl, Owl’s Ledge LLC

53. feedbackloops
#LearningEngineering
#eLLwebinars
data for learning

54. Photo by Jp Valery on Unsplash

55. How can we apply the principles of behavioral economics based on data analytics?
The expected actions and
behaviors as well as the
objective result in individual
and business terms:
• Person
• Organization
Analyze the different data
sources that are generated
by the different corporate
areas.
Business Units
Human Resources
Administration and Finance
• Identify what the change
entails from the person's
point of view, which can
lead to different segments
even if the goal is the same.
• Different segments will
correlate with different
behavioral models which
leads to differentiation in
interventions.
Intervene in the
environment by creating
actions based on the
behavioral economy that
facilitate decisions and keep
people on the path to
meeting the long-term goal.
Three levels:
1. As an input to the creation of the intervention
2. As continuous feedback during the intervention: throughputs
3. As a measure of the result of the intervention: output
1. Definition of change goal
Overlap 2019, adaptado de Trish Uhl, Learning Analytics - LT18 Conference: https://www.youtube.com/watch?v=qYkQyOgviyA
Incorporate continuous loop
feedback to support
individual and business
macro and micro decisions
with the aim of
incorporating changes during
intervention.
2. Data analysis 3. Behavioral Model Design 4. Designing interventions 5. Behavioral analytics
Data analytics and behavioral economics

56. @trishuhl
OWL’S LEDGE | 5 AREAS OF ANALYTICS
Alignment
Assessment
Actionable Insights
Areas for Improvement
Ability
Sentiment Analysis
Intent Analysis
Factor Analysis
Risk Analysis
Predictive Analytics
Link to Business Results

57. Source: Galvin Ngo @techedcafe | #ICICLE2019 @ieeeicicle
Multimedia Design | UI / UX

58. ui/ux
#LearningEngineering
#eLLwebinars

59. Persona: Manager (Home/Office)
Maddy
“Manager"

60. Digital Adoption Solutions: Reinforcement
Maddy
“Manager"
According to Gartner, Digital Adoption Solutions (DAS)
offer critical digital adoption features, by:
• Offering in-app guidance and tutorials
• Analyzing user behavior and identifies sticking
points
• Working with any application or system
• Reducing learning curves and decreasing time-to-
competency
These features dramatically help with key stages of
digital transformation programs, such as:
• In-app training and education
• Employee and customer onboarding
• Task automation and augmentation

61. chatbots
#LearningEngineering
#eLLwebinars
conversational experiences

63. So thinking about how you
might move this goal up
the scale to a 9 what is the
top thing you need to do
to move forward?
Okay, sounds good. What
else might you do to move
it forward?
Consciously considering
where someone is on this
ladder prior to our
interactions
Individual assessments on
each of my team and their
current position around
particular topics
Alright, what else do you
think you can do?
Okay so your three ideas
are: 1) "Consciously
considering where someone
is on this ladder prior to our
interactions, 2)"Individual
assessments on each of my
team and their current
position around particular
topics", and 3) "Some
reading on practical use of
the ladder"
Some reading on practical
use of the ladder
What, if any, barriers might
come up to derail you from
following through?
What can you do to help
you prioritise this?
Lack of time and /or
opportunity to apply
Schedule it
And if you solve that
barrier when will you
follow through on that?
Over the next 90 days
Clever Coaching Chatbots: Not Just Content

65. Source: Galvin Ngo @techedcafe | #ICICLE2019 @ieeeicicle
Learning Engineering

66. How about YOU? What will be YOUR learning journey?
LEARNING JOURNEY

67. developingcapabilities
#LearningEngineering
#eLLwebinars

68. http://bit.ly/LPI-CAPMAP #LPICapMap
Free assessment & Personal Competency Profile

69. All the sessions are available as replays
in DigitalAdoption.com

71. Q&A
Rebecca Komathy
With: Moderated by:
Founder, Owl's Ledge LLC and the Talent &
Learning Analytics Leadership Forum
Linkedin page: /in/trishuhl
Twitter ID: @trishuhl
Website: owls-ledge.com
Blog: owls-ledge.com/blog
#LearningEngineering
Trish Uhl
Webinar Coordinator, eLearning Learning
Linkedin page: /in/rebeccakomathy
Twitter ID: @elearningPosts
Website: eLearningLearning.com
#eLLwebinars
https://www.elearninglearning.com/webinar-series/11082/learn-with-the-flow-colon--digital-adoption-
tactics-that-drive-digital-transformation
Learn with the Flow:
Digital Adoption Tactics That
Drive Digital Transformation
72