I’ve written in the past about Pine & Gilmore’s Experience Economy, enough so that I apparently got on their radar. As a consequence, I was contacted by Bob Dean, who’s VP of Learning & Talent Development at Heidrick & Struggles. He shares my passion for learning, with an impressive track record in industry, and was so taken with the implications of the Experience Economy for learning that he became certified in the models and principles thereof.
It’s an intriguing proposition. Certainly, I’m a fan of the role of experience in learning, because as I’ve argued, Engaging Learning is about how to design engaging and effective learning experiences. Or, rather, meaningful practice, but I’ve also argued for wrapping learning events with preparation and follow-up to make the learning experience optimally effective (which is why I’m so excited about mobile learning), and the need for using organizational change to successfully implement elearning. Among other things.
Bob pointed me to The Six Disciplines of Breakthrough Learning, and provided a synopsis. I could see why it caught his attention when the second discipline is to design the complete experience! The other disciplines are valuable too, in particular focusing on achieving real business outcomes, as well as the afore-mentioned follow-through. If I had one complaint, it might be that it appears to focus on training and not include performance support, though I haven’t read it completely. Of course, major organizational skill shifts will require more than just job aids or updates.
I’m fascinated that Bob sees experience principles as relevant for learning, and would have to agree. I think that when we hear that the total customer experience is the new business differentiator, it does make sense for our learning, too. Certainly if we want it to stick. I’m of course interested in how technology can facilitate the total experience, have lots of cognitively-based principles that we’re largely missing, and that I’d love to implement. Your thoughts?