Learner Experience

Shane Combest: Hello. I'm excited to share the learner experience with you today. We're going to start where most learners begin, which is in the enrollment flow. So typically learners are going to enter this flow through an email from Hone. So in the background, admins are having learners automatically imported from their HRIS HRIS HRIS into our system. They're creating groups, they're getting coaches assigned to those groups. And then when it comes time to enroll learners they're going to let the platform know which learners, they should invite. Those learners are going to get emails from Hone. Admins also have the choice of sharing enrollment links for the specific programs they're running. In this case, 'Manager Core 101' on their LMS. They can host that link on their HRIS, they can send it out through Slack or through their own email comms. But we find the vast majority of learners are coming into the enrollment flow through emails that we are sending ourselves and the enrollment flow is really easy. They can start enrollment. We advise that we give learners a choice between different groups, make sure that they find times that work for them. In this case, there are a number of July groups that are available for me to choose from with different coaches with different timing throughout the week. So I can find something that works for my schedule. There are lots of slots open in this case. But if there isn't enough availability, the times that work for me are full, I can actually join the Waitlist and what's really powerful about that is that our platform is going to notify the learner when new groups are posted to the platform that may work in their schedule. So we do a lot of automation to make it really, really easy for the admins where we are following up with the learners on their behalf, automatically sending emails to drive enrollment, even when they're on the Waitlist. In this case, I'm going to sign up for the Tuesdays at 9 AM starting July 5th. I'm going to enroll and that's it. Pretty easy, pretty straight forward. I can now see all of the upcoming classes that I have in my schedule. I can see who are the other learners. In this case, I'm the only one so far, I can see when those are happening. What's really cool is I can preview all the content. This content is all available before, during and after the class. So we can see, for example, for 'Build High Trust Relationships', some of the information coming up around, there's videos or some takeaways I'm going to have from the class as well as information that our content team has found really valuable for learners. What's cool here is learners can spend a lot of time before the class prepping or after the class reviewing information that was important. We also have really powerful links off to really interesting content that's related to in this case building high trust relationships, Ted Talks, articles, Youtube videos, and then also really easy access to for any of the classes, any of the Learner Guides or the slides, as well. So they're going to have everything they need before, during and after the class in order for them to be successful. Outside of the program specific, we can see my completed classes, any missed classes that I might have, and if for some reason I can't make a class, I can reschedule right here into one of those other groups that I saw earlier. If for some reason the Tuesday time as I get closer doesn't work for me, I can find later time on Tuesday or maybe switch to the Thursday class instead. So this makes it really, really easy to make sure for people who have a conflict in advance that they can reschedule. And of course, if I miss the class, the platform is going to reach out to me and make sure that I reschedule into one of these other classes, as well. So, that's typically how admins will roll out a program, they will invite people, but also we have Membership, where we have all of our classes available. Run so that anyone can come and take these classes and learn how to 'Run Effective Interviews', 'Lead with Grit', these are just classes that we have ready and available on an ongoing basis. And of course you can focus in if you're focused on hiring or mindfulness or Inclusion & Belonging, whatever is of interest to the learner, they can find content, as well. So the calendar invites have gone out now to this learner for those four classes. When we go to the calendar, when it's time to join the class, we make it really, really easy for them to click there to join. They're going to go straight through our platform so we can track attendance straight into the Zoom class. So they're going to be there with the coaches, with their fellow learners engaging in the content, having really, really powerful discussions. It's not just a lecture, it is a small group. So the learners are spending a lot of time talking with each other in breakout rooms. At the end of the class, the coach is going to share a survey. I'll show you what that looks like. This survey is designed for the learner to provide some feedback, but mostly for them to create a commitment, to set an intention for 'Hey, of the things that I've learned, what would I like to apply on a go- forward basis?" In this case, this is for a class to 'Address Microaggressions on Your Team'. The coaches sharing this during the class, so the learner has time set aside. We see really high response rates here. So what is my one commitment for this week when it comes to 'Addressing Microaggressions on the Team?' We're literally writing this potentially with guidance from the coach or ideas from other learners. In this case, I want to "Raise my hand in Zoom more." What's cool is the platform is going to remind the learner and then we're going to follow up later to make sure sure they've completed their commitment, as well. I'm going to rate the class. My review is, "Marcy is amazing! Loved the breakout rooms." And that's it. From the learner perspective, they've shown up, they've taken a class, they've completed the survey during the class, we'll go through the admin experience separately. But this information is really, really powerful for admins to follow up. But the commitment is really there to serve the learner to make sure that they find value and apply their learnings ongoing.

Shane Combest: Finally I'm going to show you what it's like to take the self assessment. So typically 6 to 8 weeks after the last class in their program, they're going to be asked to take a self assessment. As part of this, we're going to measure their capabilities, their strengths, their opportunities and their improvement. So, I'm a Manager in this case, I'm going to nominate some of my colleagues or direct reports in this case to complete the survey on my behalf and then I'm going to take my own self assessment survey. I'm going to reflect, on things that I've gotten better at. So these skills are going to be dynamically populated based off of the content of the program that I've gone through and what skills were actually addressed in that program. I'm going to select a few that resonate with me. And then I'm going to go through, I'm going to answer a series of questions around each deep dive capability. First one here on coaching, measuring how effective I feel, I am coaching. I'm going to give myself a four out of five, and then we're also going to ask, "What skills would you want to focus on improving within coaching?" So 'Choosing when to be more directive or supportive' 'Acknowledging and validating other thoughts and feelings." What's really powerful about this is we have content and classes for every single one of these skills. So both for the learner and for the admin, we're going to be able to ladder up this content to make sure that there's something relevant for them to follow up on. It typically takes around five minutes is what we find for most of our learners and in this, they're responding to again back to back different capabilities on career development, for example, in this case and then skills within career development that they may want to focus on. Okay, after some time has passed, I'm going to get an email with the actual assessment results, once my peers or direct reports have finished their assessment survey, as well. And what's really cool here is we can see for each of the capabilities, we have 14 different capabilities, how I am scoring versus how my colleagues are scoring, right? So this helps me recognize where are there blind spots, where are there opportunities for me to go a little bit deeper? And then, of course, when we look at the responses, I can now see all of the detailed responses around the skill. So where have I gotten better? And what did I say as well as what did my colleagues say? Right, so this is really, really interesting information for me to see how I've improved and then for, depending on the capability, depending on the score, where I might want to focus on improving. So here we see for coaching skills, I selected two skills, one of which, 'Choosing when to be more directive or supportive', really, really resonated with my team, as well. So this is going to tell me where I should focus my efforts if I decide to focus on coaching as a capability, where I should dive a little bit deeper. And of course we have content available for that, and I'll show a little bit on the app and experience how we're going to leverage these results to drive future learning strategy for the organization, but it's also really, really powerful for the learner after having gone through this program after I have learned a bunch of skills, how they should apply those skills, where they should focus their efforts. So in this case, we see for "Feedback Giving" that 'Encouraging open dialogue to uncover underlying feelings' is something that's resonating with two of the three colleagues, whereas I had thought to focus on something else. So this is a really nice opportunity for me to self-reflect and figure out how to focus my efforts and where to focus next in applying what I've learned.