Performance Matters - Learning and Performance - 11

PERFORMANCE MATTERS / PG 11
LearnAnywhere hosts an individualized learning curriculum, supports employee interactivity and engagement, and keeps new hires' needs top-of-mind
during every step of their development process. Here are the elements from LearnAnywhere that we love:
IT'S HUMAN CENTERED.
LearnAnywhere is anchored in
addressing new hires' needs for
connection, progress, and performance,
enabling them to build connections
with other members of their cohort,
their manager, and the Assurant
organization. Throughout the
experience, participants can clearly
follow the learning journey timeline as
well as identify what they need to work
on and what they should work on next.
Participants also can track their
learning progress so that at any point
in the training, they can answer the
question, " How am I doing? "
IT'S PROACTIVE.
LearnAnywhere provides tools that
allow managers and facilitators to
address issues proactively and track
progress. In an in-person environment,
facilitators can sense when people are
lost by " reading " body language; with
LearnAnywhere, if they notice an
individual needs attention, they can
contact the new hire via Teams,
phone, or by sending a nudge, all of
which only require the click of a button.
These tools give facilitators a clearer
view of performance and an easier way
to work one-on-one when needed.
IT'S HOLISTIC.
LearnAnywhere prepares new hires
for Day 1 and beyond. After completing
essential onboarding activities to learn
about Assurant organizational practices,
procedures, company values, and
more, they then learn about Assurant's
customer care philosophy and
overarching practices. Finally, new
hires continue progressing through
role-specific curriculum to learn about
their unique responsibilities, and
" practice " to complete activities specific
to their role and then apply to real
customer care calls.
IT'S GAMIFIED.
LearnAnywhere is divided into
milestones. Each milestone includes
virtual instructor-led sessions as well
as self-paced activities for new hires
to complete on their own. Within
milestones, they earn points for
challenges-asynchronous, gamified
learning opportunities that require a
combination of skills and compounded
application of previous lessons.
Cohort members can track their
points on a leaderboard. Features
such as " My Cohort " , " Give Instant
Feedback " , and " Give Someone a
Nudge " encourage interactivity and
connection with other cohort members,
facilitators, and managers.
IT'S SKILL BASED.
LearnAnywhere scaffolds the
experience with skill-based routing,
so that new hires initially focus on
specific call types with the opportunity
to progress to more complex calls over
time as they demonstrate competency.
(Previously, customer care onboarding
materials taught new hires the full
spectrum of calls regardless of
complexity.) This way, new employees
can jump into calls with real customers
more quickly, which increases efficiency,
likelihood of success, and an
employee's sense of contribution.
IT'S INTEGRATED.
LearnAnywhere is a central hub that
connects learning opportunities and
key existing technologies in one place.
Hosted on Assurant's SharePoint
site, new hires don't have to navigate
away from the LearnAnywhere portal
to find courses, activities, challenges,
and tasks. Everything they need is
integrated within LearnAnywhere: All
web-based training courses (which
are housed in Assurant's Workday
LMS) are available as direct links in
LearnAnywhere. Zoom is used for
synchronous virtual sessions, and
Microsoft Teams is leveraged for
discussion and file storage.
IT'S IMPACTFUL.
The adoption and pilot testing of
LearnAnywhere produced exceptional
results and many measurable benefits.
After completing LearnAnywhere, new
hires transition into a virtual nesting
environment, where they are supported
by experienced customer care
associates and managers. New
hires will take live calls to gain more
confidence before transitioning into
the full production environment. This
solution was successful in ensuring
all newly onboarded customer care
employees are location independent.
It's now becoming the platform for the
learning experience across Assurant.
IT'S CUSTOMIZED.
As part of LearnAnywhere, the feature
" My Profile " allows new hires to create
a customized user profile, which is
automatically pre-populated with
information from each employee's
Microsoft 365 account. This creates
opportunities for new hires, facilitators,
and managers to become familiar with
one another in the virtual classroom
and create connections. Each
participant also receives a OneNote
notebook; filled with templates and
guides, it serves as a reference for
new hires to add notes and further
personalize their experience.
LearnAnywhere demonstrates the unique and powerful impact of leveraging Performance Experience Design and Design Thinking to create an onboarding
experience that takes new hires' needs into consideration.
You might be asked to " onboard remote employees, " but thinking holistically, with your end user at the center, allows you to come to the table with ideas for
improving the business at large. That's the value of collaboration and asking the right questions all along the way. Ultimately, it amplifies the value that we as
leaders bring to the table for bringing a business's strategy to life and impacting the broader performance experience. Collaborate and be curious, friends.

Performance Matters - Learning and Performance

Table of Contents for the Digital Edition of Performance Matters - Learning and Performance