http://www.brightwave.co.uk/beyond-the-course This presentation was originally delivered by Clare Shell (Learning Technologies Manager, Bupa Health and Wellbeing UK) Beyond The Course in Edinburgh on 12 June 2012. About this session: Over the last five years Bupa Health and Wellbeing UK (BHW) has successfully undergone a significant transformation to enable the business to innovate and differentiate in an increasingly competitive market. Learning technology has supported this transformation every step of the way. From a large scale systems change to a company-wide engagement programme, technology-enabled learning has been used extensively always with the long view on the customer conversation. Drawing on practical experience, Clare Shell showcases two new resource-based projects that reinvent how employees connect with knowledge and their customers. Making self-service learning assets available at point-of-need Building job-specific knowledge with new approaches Bridging the gap between learners and end-customers Reflecting user expectations with exploratory learning experiences Diversifying learning to support diversifying business strategy

1. ALL CHANGE – HOW NEW
LEARNING APPROACHES
ARE SUPPORTING A
SHARED VISION AT BUPA
Clare Shell
Learning Technologies Manager
Bupa Health and Wellbeing UK
June 2012

2. Slides originally presented 12th June 2012 at
20 June 2011| © Brightwave Ltd.

3. SESSION OVERVIEW
Speaker: Clare Shell (Learning Technologies Manager, Bupa Health and Wellbeing UK)
Over the last five years Bupa Health and Wellbeing UK (BHW) has successfully undergone a
significant transformation to enable the business to innovate and differentiate in an increasingly
competitive market. Learning technology has supported this transformation every step of the way.
From a large scale systems change to a company-wide engagement programme, technology-
enabled learning has been used extensively always with the long view on the customer
conversation.
Drawing on practical experience, Clare Shell showcases two new resource-based projects that
reinvent how employees connect with knowledge and their customers. New approach mirrors the
diverse global nature of the organisation
• Making self-service learning assets available at point-of-need
• Building job-specific knowledge with new approaches
• Bridging the gap between learners and end-customers
• Reflecting user expectations with exploratory learning experiences
• Diversifying learning to support diversifying business strategy

4. Bupa – BHW – Based in the UK
Revenue Circa £1.7b
Head count Circa 3,500
Offices Salford Quays and Staines (6th
largest Private Sector employer
in Greater Manchester)
Market NO 1 in UK PMI, circa 40%
position
Bupa Private and Confidential Date if required 4

5. Bupa Business Challenges
• More aggressive competition in the market
• Diversifying business strategy – exited hospitals and life assurance, grown
healthcare provision internationally. More than just an insurance company!
• Need to develop more integrated products with flexible choice and pricing
• Rising costs of medical treatments
• Recent re-structure to reduce operating costs
Bupa Private and Confidential Date if required 5

6. BHW 2011 Transformation
The Bupa Health and Wellbeing (BHW) strategy is to create a differentiated
healthcare business, offering a portfolio of healthcare products and services, to
meet the needs of individuals through their life stages and businesses through
their business lifecycle, to become their healthcare partner.
‘Helping you find Healthy’
Bupa Private and Confidential Date if required 6

7. Our Learning Technology History
• Been using learning technologies for 10 years
• Global learning management system
• An accepted way of learning in our business
• In-house development as well as working with external partners
• Team of 3 FTE
In-House Development External Content Development
•Tactical projects •Strategic learning projects
•Low budget projects •Large audiences
•Very aggressive •Advanced learning design
timelines is required
Bupa Private and Confidential Date if required 7

8. Role of Learning Technologies – Welcome to Bupa
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9. Role of Learning Technologies – Pre-Joiner Learning
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10. What our learners have said…
“ Iemployee to this was an excellentwouldtohave nothing
believe that
their role, without it I
way introduce an 93% of those
completing the
compared to the knowledge I have now. ” learning have
rated it as
enjoyable or
very enjoyable
“ My confidence products and matching them to thehave learnt more about the
has been impacted positively as I
customer.
”
82% said that
the level of
information “ I now have aBupa and its
understanding of
better
provided was
just right, with
5.9% saying
products and competitors.
”
not enough
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11. Building Healthcare Knowledge
3 tier knowledge programme
Job Specific
Developing Knowledge
Baseline Knowledge
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12. Our Approach
Resources not Courses
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13. Why Resources not Courses?
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14. Why Resources not Courses
• Deliver more content
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15. Why Resources not Courses
• Deliver more content
• Re-uses many existing assets that are already within our organisation
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16. Why Resources not Courses
• Deliver more content
• Re-uses many existing assets that are already within our organisation
• Different treatments for different elements of the learning
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17. Why Resources not Courses
• Deliver more content
• Re-uses many existing assets that are already within our organisation
• Different treatments for different elements of the learning
• Allows for a range of learning styles
Bupa Private and Confidential Date if required 17

18. Why Resources not Courses
• Deliver more content
• Re-uses many existing assets that are already within our organisation
• Different treatments for different elements of the learning
• Allows for a range of learning styles
• Deeper knowledge available if people want it
Bupa Private and Confidential Date if required 18

19. Why Resources not Courses
• Deliver more content
• Re-uses many existing assets that are already within our organisation
• Different treatments for different elements of the learning
• Allows for a range of learning styles
• Deeper knowledge available if people want it
• More likely to encourage just in time learning; easier to find and come back
to
Bupa Private and Confidential Date if required 19

20. Why Resources not Courses
• Deliver more content
• Re-uses many existing assets that are already within our organisation
• Different treatments for different elements of the learning
• Allows for a range of learning styles
• Deeper knowledge available if people want it
• More likely to encourage just in time learning; easier to find and come back
to
• Sharing assets across sectors or organisations is easier
Bupa Private and Confidential Date if required 20

21. Improving the Subject Matter Expert
Experience
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22. Improving the Subject Matter Expert Experience
• Reduces conflicting opinion or interest amongst experts
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23. Improving the Subject Matter Expert Experience
• Reduces conflicting opinion or interest amongst experts
• Clear owner for each element of the learning
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24. Improving the Subject Matter Expert Experience
• Reduces conflicting opinion or interest amongst experts
• Clear owner for each element of the learning
• Sign-off meetings shorter and more focused
Bupa Private and Confidential Date if required 24

25. Improving the Subject Matter Expert Experience
• Reduces conflicting opinion or interest amongst experts
• Clear owner for each element of the learning
• Sign-off meetings shorter and more focused
• More ownership from subject matter experts which means more engagement
Bupa Private and Confidential Date if required 25

26. Learner Feedback
Bupa Private and Confidential Date if required 26

27. Learner Feedback
88% of learners
felt more
confident in
talking about
Health and Care
Bupa Private and Confidential Date if required 27

28. Learner Feedback
88% of learners 82.3% of
felt more learners indicated
confident in improved
talking about knowledge re
Health and Care Problems in
Healthcare
Bupa Private and Confidential Date if required 28

29. Learner Feedback
88% of learners 82.3% of
felt more learners indicated
confident in improved
talking about knowledge re
Health and Care Problems in
Healthcare
“Excellent piece of elearning, design and interaction made it fun and easy to learn!”
Bupa Private and Confidential Date if required 29

30. Learner Feedback
88% of learners 82.3% of
felt more learners indicated
confident in improved
talking about knowledge re
Health and Care Problems in
Healthcare
92.7% of
learners would
recommend
this learning to a
colleague (7.4%
already had)
“Excellent piece of elearning, design and interaction made it fun and easy to learn!”
Bupa Private and Confidential Date if required 30

31. Learner Feedback
88% of learners 82.3% of
felt more learners indicated
confident in improved
talking about knowledge re
Health and Care Problems in
Healthcare
92.7% of
learners would
recommend
this learning to a
colleague (7.4%
already had)
“Excellent piece of elearning, design and interaction made it fun and easy to learn!”
“I feel more confident now advising our members on healthcare issues than I
did when I came in this morning.”
Bupa Private and Confidential Date if required 31

32. Lessons from
New Learning Approaches
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33. Lessons from New Learning Approaches
• Broad business engagement… more more more
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34. Lessons from New Learning Approaches
• Broad business engagement… more more more
• You can’t please everyone all of the time
Bupa Private and Confidential Date if required 34

35. Lessons from New Learning Approaches
• Broad business engagement… more more more
• You can’t please everyone all of the time
• Agile development of learning content
Bupa Private and Confidential Date if required 35

36. Lessons from New Learning Approaches
• Broad business engagement… more more more
• You can’t please everyone all of the time
• Agile development of learning content
• Edit learning once early evaluation feedback is received – continual tweaking
Bupa Private and Confidential Date if required 36

37. Lessons from New Learning Approaches
• Broad business engagement… more more more
• You can’t please everyone all of the time
• Agile development of learning content
• Edit learning once early evaluation feedback is received – continual tweaking
• Positive response to exploratory learning experience
Bupa Private and Confidential Date if required 37

38. Lessons from New Learning Approaches
• Broad business engagement… more more more
• You can’t please everyone all of the time
• Agile development of learning content
• Edit learning once early evaluation feedback is received – continual tweaking
• Positive response to exploratory learning experience
• Subject matter experts / Stakeholders easier to manager – Resources not
courses
Bupa Private and Confidential Date if required 38

39. Lessons from New Learning Approaches
• Broad business engagement… more more more
• You can’t please everyone all of the time
• Agile development of learning content
• Edit learning once early evaluation feedback is received – continual tweaking
• Positive response to exploratory learning experience
• Subject matter experts / Stakeholders easier to manager – Resources not
courses
• Consider maintenance approach to learning content at the start of the project –
videos
Bupa Private and Confidential Date if required 39

40. Lessons from New Learning Approaches
• Broad business engagement… more more more
• You can’t please everyone all of the time
• Agile development of learning content
• Edit learning once early evaluation feedback is received – continual tweaking
• Positive response to exploratory learning experience
• Subject matter experts / Stakeholders easier to manager – Resources not
courses
• Consider maintenance approach to learning content at the start of the project –
videos
• Partnership approach with 3rd party supplier
Bupa Private and Confidential Date if required 40

41. Lessons from New Learning Approaches
• Broad business engagement… more more more
• You can’t please everyone all of the time
• Agile development of learning content
• Edit learning once early evaluation feedback is received – continual tweaking
• Positive response to exploratory learning experience
• Subject matter experts / Stakeholders easier to manager – Resources not
courses
• Consider maintenance approach to learning content at the start of the project –
videos
• Partnership approach with 3rd party supplier
• Re-use existing material – don’t always need to re-invent
Bupa Private and Confidential Date if required 41

42. Lessons from New Learning Approaches
• Broad business engagement… more more more
• You can’t please everyone all of the time
• Agile development of learning content
• Edit learning once early evaluation feedback is received – continual tweaking
• Positive response to exploratory learning experience
• Subject matter experts / Stakeholders easier to manager – Resources not
courses
• Consider maintenance approach to learning content at the start of the project –
videos
• Partnership approach with 3rd party supplier
• Re-use existing material – don’t always need to re-invent
• Easily share assets across organisation
Bupa Private and Confidential Date if required 42

43. Why we focus on Learning Technologies
It is not just about Generation
Y: the way everyone acquires
knowledge, increasingly
through technology, is
changing.
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44. Thank you. Any questions?
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45. Find out more about Brightwave events:
www.brightwave.co.uk/events
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Contact Brightwave:
+44 (0)1273 827676
enquiries@brightwave.co.uk
12 June 2012| © Brightwave Ltd.
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