Which? is growing so they can make an even bigger difference to consumers. This adds new capabilities into the business, and the need to be more agile and personalised through their learning strategy to better support employees. Which? is looking to move from anticipating and responding to the training needs of the business today to giving employees the tools to equip themselves with the right skills and experiences for tomorrow. Jane Hapgood shares Which?'s journey and how they are proactively shifting performance along the way. This presentation was delivered by Jane Hapgood at Brightwave Group's 'Up close and personal: Optimising the learner experience' event, 19th November 2015, at The Brewery, London.

1. Performance Based
Learning
Our 702010 Journey
with
Jane Hapgood, Learning & Development
Manager

2. The Beginning – Q4 2014
Which? Today
• Anticipate, respond to and meet
the training needs of the business
Which? Tomorrow
• Working with the business to
proactively tackle the causes of
performance problems
• Helping individuals learn how to
equip themselves with the right
skills and experience to perform
better in their jobs
• Building line manager coaching
capability

3. The Journey – Finding the Performance Gap
Which? Mortgage Advisers
• Performance Challenge – Grow the Business through Growing Managers
• Success Measures – Productivity Conversion, Business Quality, Customer
Satisfaction and key Qs of engagement
Content Creation and Research
• Performance Challenge – Delivering more compelling content with conviction
• Success Measures - Time spent editing, customer enjoyment and quality of
writing.
Which? Legal Service
• Performance Challenge – To engage and grow W?L as a new venture
• Success Measures – Conversion, Customer Satisfaction and net Promoter
Scores and key Qs of engagement

4. The Journey – The Process
• Gaining sponsorshop – CMG and L2 agreement
• Scoping – Working with the senior leaders to identify the performance gap
and success measures and baseline measures
• Steering group – regular review of activity, measures and next steps
• Creating a blended learning programme to build line manager capability that
provides experience, exposure as well as formal inputs (education) –
particularly in performance coaching
• Determining what ‘great’ looks like – customer experience / great writing
• Building performance support – skill pills, videos, social collaboration

5. Example: Blended learning programme
Activity Type Activity Streams
Programme Activity Psychometrics Team Workshops Skills Workshops Other activities
Purpose Self Awareness Build clear roles and
sense of team
Build key capabilities
for team manager role
Build insight to external
bench marks
Programme content /
Practice areas
• Flexing style with
others
• Managing own
behaviours and
emotions
Key areas:
• Define roles
• Build trust &
relationships
• Define excellence
• Appreciation of
support v advice
teams
Practice: Management
meetings
Key skill areas:
• Resilience
• Personal
effectiveness
• How to have great 1-
1s
• Feedback
Practice / Observations
/ Personal reflection
Ideas:
• External visits
• Internal visits
(W?MA)
• Rotating attendance
at the MBR
• Speakers e.g. WOW
awards judges
• Mystery shopping
People Hogan and Talent Q
profiles
Buddying
Sharing Successes and
Challenges
Observations and 1-1
feedback.
Regular call calibration
sessions
• Share learnings and
best practice
• Topic presentations
Resources Feedback report
Profile hand-outs and
tips
Resources include: W? Legal business plan, provided learning materials,
Virtual Ashridge directed reading, other relevant articles, videos and online
content.
Talent Learners Line manager All

6. Example – Great Writing
Great Writing
Workshops
Performance
Coaching
Performance
Support
Learning Exchange
(Tessello)

8. Building Performance Support - Animations

9. Building Performance Support - Videos

10. How we are shaping up so far
Which? Mortgage Advisers
• Success Measures – Productivity Conversion 13:1 to 10:1, Business Quality
72% to 69% (80%) , Customer Satisfaction and key Qs of engagement
increase of 17-19%
Content Creation and Research
• Success Measures - Time spent editing, customer enjoyment and quality of
writing. Too soon
Which? Legal Service
• Success Measures – Conversion 30 to 36% YTD, Customer Satisfaction 90-
91% and Net Promoter Scores 72 - 69% and key Qs of engagement

11. What’s next for Which?
• Curate content for pilot areas
• Finish suite of videos
• Roll out Learning Exchange to pilot areas
• Review of 702010 pilots
• Information future Learning Strategy at Which?