A holistic learning management experience for Australia’s national rugby league
Reinvigorating the learning centre of Australia’s second largest professional sporting association
The National Rugby League (NRL) is the world’s premier rugby league competition run by the Australian Rugby League Commission. It is the second biggest professional sporting association in Australia and is the dominant sport in the states of New South Wales and Queensland.
With sixteen teams in Australia and New Zealand, the NRL is synonymous with Australia’s sports culture and is the best-attended rugby league in the world. It was founded in 1998 as a merger of two competing leagues, but its roots reach right back to 1908.
A learning management solution with limited functionality
The NRL needed to reinvigorate its NRL Learning Centre, which provided training for coaches, referees, trainers and volunteers.
The Learning Centre also offered accreditation programmes for aspiring NRL referees, and
LeagueSafe: an online safety awareness course for parents and volunteers at children’s games, which was designed to help create a healthy and safe rugby league environment for young players.
At the heart of the LMS was an outdated Content Management System (CMS) which at the back end did not give users much autonomy over their content or integrate effectively with the league’s membership database.
Modernising the Learning Centre System
There were several challenges for the NRL with their current suite of technology, and they were using multiple systems for differing purposes, many of which were not performing well.
The LMS included a coach reaccreditation programme which was poorly organised and did not effectively address many different skill levels. It also included a referee training programme that had a high dropout rate, which indicated a poor user experience.
In addition to the LMS they were using for the NRL Learning Centre, the league also needed to use a third party system to manage all of their certifications, and it was proving very difficult to track and report on these internally.
A fully-integrated NRL Learning Centre portal
Our solution was the implementation of a new LMS to combine the functions of the two previous systems it was using. The new system enables users by giving them greater control over content, certification management, and syncing with the membership database
The system consists of an interactive e-learning programme using imc’s Chatbot framework, with options for all experience levels. The programme contains scenario-based learning modules that account for different personality types and the challenges they present at games.
The Coach Reaccreditation and Referee Training programmes are now also using imc technology to provide an entertaining and informative journey to users. The new system provides students with the opportunity to learn through a variety of real-world scenarios that best fit their interests (for example, age-appropriate training for children or teenagers). Each learner has access to video examples of real-life, correct and incorrect performances.
As part of the redevelopment, we reinvigorated the referee-accreditation programme with real game footage and used an authoritative subject matter expert (SME), Kasey Badger, to attract referees from all walks of life.
A rejuvenated approach
This project successfully helped to rejuvenate the learning approach for our client, and the LMS solution was delivered both on time and within budget.
Not only did NRL meet its original objectives, but post-implementation, there was an uplift of the participation rates for online learning and positive feedback from users of the upgraded NRL LeagueSafe courses.
Culture Change Through E-Learning on the Factory Floor
The RONAL GROUP is a leading manufacturer in the international market for light alloy wheels and has about 7,000 employees worldwide.
Founded in 1969, the Swiss-headquartered company has 13 production locations on three continents and is an OEM for all the world’s leading manufacturers of cars.
RONAL produces some 18 million wheels annually, and generated sales of EUR 1 billion in 2021.
Cross-departmental training for all workers, from white to blue-collar
“We make the best wheels in the world.” The RONAL GROUP’s vision statement is an uncompromising commitment to top quality. To live up to this claim, all the company’s employees need to be committed to quality and work to defined standards.
This applies to all employees, wherever they are based, whether in Switzerland, Taiwan, Mexico or elsewhere, and whatever their role, whether office or factory worker. Everyone throughout the RONAL GROUP needs to live and breathe quality so that the company can live up to its quality promise and meet the demanding standards of the automotive industry.
That was one part of the challenge. At the same time, the company wanted to digitalise its systems for documenting training completion. It wanted to do away with the labour-intensive, manual processes of keeping lists and gathering, signing and scanning paper certificates. Going digital would not only give the company a clearer overview of its training landscape, it would also reduce the error rate inherent in manual processing.
An enterprise-wide blended learning strategy
In order the better to administer, sustain and document its training courses, the RONAL GROUP decided to digitalise all learning-related processes using a learning management system (LMS). First and foremost, the managers in charge of the project at RONAL were looking for an LMS that could be integrated into the company's existing system landscape and that was easy and intuitive to use.
As well as the LMS itself, they were looking for a provider who could develop tailored training courses and enable the company to create its own learning content.
imc Learning Suite, the LMS provided by imc Learning, met all of these requirements and has now been implemented at the RONAL GROUP as an employee development centre (EDC). The EDC is now used to administer all the company’s online training courses, as well as analogue courses.
Where once the various steps involved – everything from participant invitations by email to course completion to certification and verification – could only be accomplished by switching between media, they are now all digitalised and can be coordinated via a single system.
HR managers with the relevant access privileges can now log in to get an overview of which training courses have been started or completed, and by whom. And employees can use their personal log-in credentials to check their learning progress. As well as this, all employees can independently search for and request courses from within the platform.
The beginnings of a culture shift through targeted anytime, anywhere training
Philipp Leupoldt from Group Learning & Development at the RONAL GROUP provides support for the learning platform and also had a hand in the development of the first digital training courses. He has noticed that carefully targeting the training to key groups of employees encourages new ways of thinking that lead gradually to a culture shift throughout the company.
This is clear from two e-learning programmes in particular.
One is a training course on quality awareness which, in terms of methodology and didactic approach, is specially designed for blue-collar workers and can be undertaken either using tablets while on the shop floor or using PC workstations located nearby.
The other programme is a training course for all RONAL GROUP employees designed to raise awareness of social engineering – the risk of being manipulated into disclosing sensitive information, such as passwords. The online content is supported by a poster campaign that specifically targets blue-collar workers.
The posters, which are displayed in staff cafeterias, production halls, common rooms, and staff facilities, summarize the learning content in the form of a comic strip. They also feature a QR code that employees can scan to receive further information on an internal page.
Leupoldt is pleased with the outcome. “We can see that the various measures and digital training courses are slowly giving rise to a genuine shift in culture,” he says. “Many of our blue-collar workers have demonstrated a matter-of-fact and pragmatic attitude to digital learning. The feedback from many other of our employees has been positive as well. Interest in work-related content is increasing, and the innovative methods are fostering independent learning.”
Helping to create a scaffold for what “good performance” looks like
In June 2020, 3% of people at the NSW Department of Communities and Justice had completed a Performance Development Plan.
These plans are important because they reflect conversations between managers and the individuals in their team. The conversations are an opportunity to talk about goals, trade feedback, and create clarity on what ‘good performance’ looks like.
The need for more frequent conversations
In 2019, the NSW Government brought together the departments of Family and Community Services and Justice to form the Department of Communities and Justice.
The Department partnered with imc Australia, seeking to embed a program that supports managers to have more frequent performance conversations that are not tethered to formal reviews.
Ten DCJ employees and two imc consultants worked together to co-design a solution that focused on gaining the audience's trust, attention, and motivation and delivered them the information and supports to manage for performance confidently.
Three workshops, one for discovery, the second for analysis and the third for conceptualisation and service mapping, were conducted. They focused on aligning the team to the vision and potential to design more than an eLearning module and still stay within scope.
By considering the managers, their challenges, but also the opportunity to make a more significant impact across the organisation, the design process put the managers' needs and the organisation's requirements at the heart of the solution.
A newly merged government department
The bringing together of people, processes and technology created a unique circumstance where over twenty thousand geographically dispersed people needed to collaborate in service of the taxpaying people of NSW.
Nationally, labour market data says that social assistance industries and organisations like the NSW Department of Communities and Justice are expected to grow by 14.2% before 2025.
With more employees, the Department recognised that a performance culture that aligned their people would be business-critical.
Formal and informal learning
Launched from the DCJ LMS and intended to respond to any screen available to geographically diverse learners, this solution used three fundamental approaches:
- Acknowledge the preconceived idea that performance conversations are difficult, uncomfortable, and unnecessary.
- Include a hero who finds the confidence to have performance conversations and unintentional villains who detract from the hero’s journey.
- Simplify the call to action.
To summarise the eLearning and focus on the ‘why’, a short animation was developed to act as a lightning rod to attract managers and employees' trust, attention, and motivation.
Understanding that talking about performance can be complex; the 3-minute animation demonstrates that performance conversations are an opportunity for managers and employees to work together and discuss opportunities. The target audience for the animation is wider and designed to create interest in the broader program.
Building on Success
To be precise, 6,960 people have been given a genuine opportunity to discuss their career aspirations and goals.
The increase in Performance Development Plans proves that the performance support project that scaffolded the existing performance management responsibilities has worked to:
- impart skills needed to have performance conversations in a compelling and productive way.
- instilled managers with the confidence and motivation to engage in a performance conversation.
There are approximately 3,900 managers at DCJ, 1,035 of whom have completed the program.
This means that 4.8% of DCJ employees have created an impact on 1 in 3 of their colleagues.
imc and the Department of Communities and Justice were recognised as Gold winners in the 2021 LearnX awards. The international award program honours innovative and creative projects in the fields of learning and design every year.
Creating a Better Employee Experience
The Commission for Children and Young People (CCYP) is an independent statutory body that promotes improvement in policies and practices affecting the safety and wellbeing of children and young people in the state of Victoria, Australia.
Using a human-centred design approach
The CCYP desired to create a better orientation and overall employee experience for their people.
To do this, we implemented a human-centred design approach in the new hire program across its organisation.
The solution of human-centred design enables us to consider the people that we’re designing for.
So putting people at the centre is the core of everything we do.
Creating a huge disruption to the current approach
CCYP strived to make the new starter and employee experience enjoyable, nevertheless, the reality was that new starters were handed 60 pdf documents when joining and sent on their way, leaving everything to chance. Our intervention was focused on disrupting this in a big way.
For CCYP, 'experience' was defined as “an event or occurrence which leaves an impression on someone” or a “feeling and emotion”. Employee experience, much like customer experience, is the deliberate and intentional design of systems and processes that create better human outcomes.
In the context of CCYP, Employee experience is the way new starters feel and the impression that’s made on them when they join the organisation.
Considering the people we are designing for
This project was developed with a Human-Centred Design approach.
Human-Centred Design is a way of working and being that exists beyond a project or methodology. The world around us is changing rapidly, and the human-centric approach prepares us to deal with uncertainty and ambiguity.
Using Human-Centred Design methods helps us to understand human values and latent needs, so we are able to create people experiences that are meaningful and resilient.
Through this approach, we were able to shape a workplace experience where people want to be, one that responds understands, and values the perspectives and needs of those we aim to empower.
Delivered on time and on budget
This project delivered on what it set out to do on both time and budget.
Not only did we meet our original objectives, but imc successfully managed to implement the majority of strategic findings throughout the organisation.
After we delivered the initial concept, imc developed a 20-minute orientation module, implemented our innovative Trello solution as induction hubs, and further refined the organisations perspective on learning-centred employee experience for the future.
imc and CCYP were recognised as Gold winners at the 2021 LearnX awards, in the category Best Talent Strategy: Employee Experience. The international award program honours innovative and creative projects in the fields of learning and design every year.
Delivering an impactful driving experience
The Transport Accident Commission (TAC) is a Victorian Government-owned organisation whose role is to promote road safety, support those who have been injured on Victorian roads and help them get their lives back on track.
An ageing program that was failing to engage its audience
In the 1990’s, the TAC launched DriveSmart, a computer-based simulation training tool designed to support learner drivers develop skills for safe driving.
The program was originally delivered on CD-ROM, and then transitioned to an online resource in 2014. However, as the program aged, so too did its effectiveness in engaging an audience that had grown up in the age of gaming.
Even though the research within the program withstood the test of time, the tool was now outdated for a Gen Z audience who have come to expect a good user experience, interactivity, and mobile accessibility, which are necessary factors to deliver an impactful learning experience for this up-and-coming generation.
Rebuilding content from the ground-up
The major challenge of the project was to build a new system that was primarily aimed at a Gen Z audience. Therefore, the platform had to be fully mobile-optimised, with intuitive UI, a custom interface, and be accessible to all participants.
To effectively connect with the intended audience, the development of new content had to include realistic learning scenarios, gamification elements, interactivity and feedback and had to be embedded in research.
A portal with media-rich content
Our solution was the implementation of the imc Learning Suite, as the front end portal (website) for the TAC.
This portal was combined with a mobile-first interactive video format which was designed in a way that was easy-to-use, playful and mobile-optimised.
There were gamification elements included within the development of content such as badges, storytelling and driving games which enabled the learner drivers to build up their driving knowledge. They also had the ability to share badges on social media to share the safe driving message with their peers.
New video footage of driving conditions and risks were filmed for the scenarios. The videos were to be adapted into interactive scenarios by imc. These scenarios were designed to resonate with real-world examples that a young driver might experience whilst driving and be exposed to common dangers on the road.
A successful transition to mobile-first
The project was delivered on time, on budget and in its initial launch phase in March 2019, where over 8,000 users had been onboarded.
The successful redesign of the DriveSmart program has resulted in management who are very satisfied with the modernisation of the website and the mobile-first platform.
There has been a lot of positive word of mouth from the program’s users. The consensus within the community is that the bright colours and design of the website are very engaging, and it seems that users are more open to absorbing the information because of the way that the scenarios have been designed.
Unifying an Organisation Under One Learning Management System
KiwiRail is New Zealand’s national rail network operator and one of the largest transport employers in New Zealand. They have over 4,200 permanent staff and more than 6,500 contractors.
Their employees are split over five distinct business units: KiwiRail Freight, Interislander, KiwiRail Passenger, KiwiRail Infrastructure & Engineering and KiwiRail Corporate.
Replacing ageing systems
KiwiRail required a single Learning Management System (LMS) for its five business units and over 5,000 users.
They had been using ageing and inflexible systems which were inefficient for the business because they did not communicate with one another.
Ensuring that the LMS met compliance
imc needed to ensure that the new platform, based on their Learning Management System imc Learning Suite, met critical safety business processes, skill competencies and compliance with legislation.
Another challenge was ensuring the system reduced administrative efforts and costs whilst also improving KiwiRail’s data quality and availability.
One source of truth for all business functions
imc built one system which helped KiwiRail to undertake a variety of business functions. These included:
- A way for employees and contractors where they can find and register for training
- The ability for employees to track their progress and manage their career training goals
- A method for the business to manage skills, certificates and competencies
- Enhancing managers’ ability to monitor and report on what their staff are completing
This system also helped to reduce costs across the business through the synchronisation of the HR system within the LMS.
Another highlight of implementing this new system was the topic of compliance. The system tracks safety, regulatory and legislative compliance training requirements. It helped to ensure that all of these are met with the ability to deliver company-wide reporting.
Efficient management of all rail personnel
The integration of all old systems into one new LMS helped to ensure the efficient management of all certifications and career developments across all business units. In addition, it gave KiwiRail the opportunity to further enhance their training access within their organisation.
This meets the individual requirements of the five different business units by providing one complete view across the enterprise. The new system is still being flexible enough to allow creativity and innovation across business units.
(State of Victoria)
Building teachers’ capability through e-learning
The Department of Education and Training (the Department) offers learning and development support and services for anyone living in the state of Victoria, Australia. The Department is responsible for the state’s education system.
Enabling teachers to build the numeracy skills of their students
With this in mind, imc Australia partnered with the Department for the development of e-learning to build the confidence and capability of Victorian teachers to support students with learning difficulties in numeracy.
E-learning modules were developed to cover an introduction to learning difficulties in numeracy. These modules acknowledged the signs of numeracy learning difficulties, assessed mathematical skills and knowledge using the curriculum and supported students with numeracy learning difficulties in the classroom.
Difficulty in numeracy and mathematics
Students in the classroom may be experiencing difficulty with numeracy for a variety of reasons. It could be because of the presence of one more learning disability, absenteeism, sensory impairment or delayed language acquisition. Other factors include: social-emotional difficulties, issues with working memory, limited early language and literacy exposure, lower socio-economic status and disrupted learning.
Building comprehensive E-Learning modules to support Victorian teachers
imc built four online training modules using an industry standard commercial authoring tool. This tool follows a simple, linear structure and utilises a mixture of custom graphics, stock images and text on screen, with the inclusion of multimedia assets developed and provided in support by the Department.
imc provided guidance and recommendations to the Department. We also provided extensive support within the customer's Learning Management System (LMS), including survey design, data capture, reporting and coaching on how to maintain modules effectively.
Ultimately imc's final recommendation was integrating and embedding a web object by Google Forms within the solution. Survey data and reports are extracted outside the modules and shared with the Department.
Helping to build the capability of Victorian teachers
The success of the four e-learning modules was determined by the teachers’ awareness-building, knowledge transfer, and mindset shifts.
imc was measured through a variety of e-learning engagement tools to enhance the learning experience. Through elements such as videos, simulations, meaningful quiz questions and a variety of other tools that formed part of the e-learning design solution, imc was able to create a bespoke suite of modules to aid the Department’s teachers.
The Department conducted a survey of 800 teachers and principals before and after the implementation of the course. The results of the survey showed that the courses had a high acceptance rate, meaning that they were highly successful in increasing teachers’ capabilities of assessing learning difficulties in numeracy among their students.
Moreover, developing the courses helped the teachers to improve their strategies for teaching students with learning difficulties.
imc and the Department were recognised as the Gold Award winners in the 2021 LearnX awards, in the category Best eLearning Initiative: Widespread Adopter. The international award program honours innovative and creative projects in the fields of learning and design every year.
With chatbot and WBT to the
Villeroy & Boch is one of the leading premium brands for ceramic products worldwide. Founded in 1748, the family business based in Mettlach, Germany stands for innovation, tradition and abundance of style.
As a renowned lifestyle brand, Villeroy & Boch has a presence in 125 countries with its bathroom, wellness and fine tableware products.
Fit for the leading trade fair
The ceramics manufacturer Villeroy & Boch needed to train around 400 sales representatives worldwide for a trade fair. Each employee attending the fair had to complete mandatory virtual product training so they would be able to present the new products.
The greatest challenges were:
- Time pressure: training had to be complete by a certain date
- Ensuring mandatory participation
- Subsequent testing of learning success
- Catering to different ages with different e-learning skills
Virtual product training
Two different web-based training courses (WBT) were created for the predominantly technical products. For all other new developments a chatbot was developed.
The chatbot was filled with short learning units aka learning nuggets, each taking 3 minutes to complete. Each participant moved through different topic areas and product training units.
Each employee arriving for the trade fair was required to complete these training courses in advance and demonstrate in a test that they had understood the learned content.
The training received a strong response and achieved high levels of acceptance. Employees provided extremely positive feedback.
Villeroy & Boch therefore plan to work with equally innovative, digital training concepts for future trade fairs.
Training internal and external audiences
Headquartered in Hamburg-Eppendorf, Eppendorf AG develops, produces and distributes products and services for laboratories all over the world. These products are often used in the pharmaceutical, biotechnology and food sectors.
The company is the world market leader in many areas of laboratory technology. Across its global operations, the group has more than 3,000 employees at 34 locations.
Knowledge acquisition in record time
Increasing legal requirements, fast global growth, more employees, a more extensive portfolio and a shorter time to market – A few years ago, Eppendorf AG faced all of these challenges. To fight these challenges, it required not only the employees to be trained but also the network of external partners and service providers to be educated. Only when this network of both internal and external groups (together the so-called "Extended Enterprise") is up to date with the latest products, services and developments, at all times, Eppendorf can provide the quality that it strives for. Time and efficiency are essential in this training process.
Mastering these challenges is even harder when old-fashioned and time-consuming training processes slow down the progress. This is where the professionally set-up blended learning concept within a cloud-based solution comes to the rescue.
An open professional development concept
As part of an integrated e-learning strategy, the imc Learning Suite was implemented across the entire company as “Eppendorf Academy”. Hosting in the Microsoft Azure Cloud ensures virtually unlimited scalability and immediate availability
The objective was to systematically complement or replace existing face-to-face training courses with e-learning offers to create a blended learning experience.
The imc authoring tool Content Studio was chosen for the creation of interactive and multimedia learning content.
90 % of users rate the courses
In order to facilitate swift identification and rectification of gaps in the content, obtaining continuous feedback from the course participants was very important for Eppendorf AG.
The dialogue with the learners directly shows to what extent the learning content helped the learners perform their daily tasks, and where further improvements were needed.
The participants’ feedback has been impressive: A staggering 90% of users to date rate the courses as helpful or very helpful.
Get your grey matter in top form
Brain cells always need new stimuli to stay fit. Together with the mobile communications provider Mobilcom-Debitel, we developed a brain jogging app which offers a personalised training plan to achieve that goal.
Logic, concentration, orientation, reaction and memory are trained with scientifically proven methods.
Exciting brain training for customers
Mobilcom-Debitel wanted to offer its customers a special feature for smartphones: a brain jogging app that trains the grey matter with scientifically proven methods. It was crucial that the app would be intuitive to operate to ensure users could get started without stumbling blocks.
The training goal was to spark the users’ ambition. Unlike many other apps, it was meant to respond to each customer’s individual requirements to facilitate an optimal challenge at all times. This aimed to make the app particularly efficient while also keeping training fun.
Uniform processes and time-savings
With “Gehirn Coach” ("brain coach"), the imc team developed a brain jogging app for smartphones that trains all five cognitive skills: logic, concentration, orientation, reaction and memory. The five skills are trained in different game formats.
To start off, the current status is determined with a fitness test. A personalised training plan is created based on the results. In addition, users can define their own priorities – for example, if they want to concentrate on memory training. After training, users can track their personal progress with the fitness tracker. User can see their fitness level in each skill, as well as their personal overall fitness in a special view for the current week, month or year.
“Gehirn Coach” was developed in collaboration with TU Kaiserslautern. The researchers investigated thought processes in depth, and conducted studies to optimise the effectiveness of the app. Thanks to usability and eye-tracking tests throughout the development, the app is intuitive to operate. Mobilcom-Debitel customers can add “Gehirn Coach” to their mobile phone contract as an optional extra, or download the app from the app store.