Mastering Learning in the Flow: The 5 Moments of Need® Framework

Introduction: Josh Bersin’s publications on “Learning in the Flow of Work” between 2018 and 2021 have catapulted the concept into the limelight, making it a dominant theme across numerous learning platforms and social media channels. As someone deeply involved in developing workflow learning solutions for the past 15 years, I believe that the current discourse fails to capture the complete picture. Many traditional players and self-proclaimed “Netflix of Learning” vendors are merely repackaging old approaches. In this article, I aim to address this issue and shed light on a more holistic perspective.

Shifting Paradigm: Over the past decade, numerous organizations have recognized that traditional training methods, which rely heavily on classroom sessions and e-learning, no longer suffice. The overwhelming volume of new and evolving information demands a shift towards extending learning beyond conventional approaches. The popularity of the 70-20-10 model exemplifies this change, but many organizations claiming to adopt this model fall short by focusing primarily on the 10, with limited integration of the 20 and an almost complete   lack of attention to the 70. These so-called “blended learning solutions” often compress classroom training and e-learning without adequately supporting employees’ learning needs within their day-to-day work.

Misconceptions and Partial Solutions:
With Josh Bersin advocating for learning in the flow of work, many enthusiasts assume it is the missing piece in their blended learning solutions. However, upon closer examination, these approaches often amount to repackaged traditional modalities. For instance:

1. Resources provided during work hours, such as micro-learnings, are essentially condensed versions of e-learning or videos. While they may be shorter and delivered through user-friendly portals or Learning Experience Systems, the fundamental content remains the same and is not created to be consumed within “2 clicks and 10 seconds”.
2. Bringing formal learning into the workflow by involving coaches, mentors, and managers merely revives the old “master-pupil” model. The novelty lies in delivering formal training within the workflow.
3. Attempts to incorporate stretch assignments, moments of reflection, and mindfulness at work reflect positive initiatives, but still fall short of comprehensive workflow learning solutions.

Vendor Approach:
Learning technology vendors have eagerly ventured into the realm of learning in the flow of work. Their solutions, boasting improved user interfaces and enhanced tracking capabilities, aim to bombard workers in their moments of need with an overwhelming array of learning objects. This misguided attempt to replicate a Netflix-like experience fails to acknowledge that employees primarily seek concise answers to address specific problems and resume their work as quickly as possible.

A Broader Perspective:
The problem, as I see it, stems from a narrow view of learning shared by nearly all involved parties. Learning is still confined to familiar formats (e.g., virtual classrooms, teachers behind screens, and micro-learning modules). While these approaches are now delivered in the flow of work, they remain essentially unchanged. Furthermore, the focus remains on measuring resource consumption rather than assessing the impact and outcomes of learning initiatives. This resource-centric approach fails to capture the true essence of learning.

A Holistic Approach to Workflow Learning Solutions:
To achieve effective learning in the flow of work, we must adopt a comprehensive approach that encompasses design, development, delivery, and measurement. Let’s explore each aspect:

1. Design of Workflow Learning Solutions: This requires a departure from traditional instructional methodologies. The emphasis should be on the complete learning journey, where learning and work are intrinsically linked. The 5 Moments of Need® methodology, developed by Bob Mosher and Conrad Gottfredson, offers an effective framework for true workflow learning solutions. Designers should focus on understanding the context in which content and resources are delivered within the workflow, rather than fixating on the content itself. Additionally, the design should prioritize the moments of Apply, Solve, and Change, while incorporating more formal learning modalities like classroom training and e-learning only as necessary.
2. Development of Workflow Learning Solutions: This necessitates leveraging technologies that facilitate learning within the workflow. This toolset extends beyond conventional e-learning and classroom development tools and includes Electronic Performance Support (EPS) technologies, also known as Digital Coaches. Innovative Digital Coaches support both soft and hard skills, providing a contextual approach based on the employee’s workflow. These technologies align with the methodology for designing workflow learning solutions and enable support across all 5 Moments of Need.
3. Delivery of Workflow Learning Solutions: This should shift from an event-based approach to a continuous and extended learning journey for our employees. That journey should seamlessly integrate with their day-to-day workflows, ensuring that learning and support are consistently available. To achieve this, we must embrace new and innovative approaches for managing change and communication, surpassing the limitations of our traditional solutions.
4. Measurement of Workflow Learning Solutions: This should shift from merely tracking learning consumption to assessing the impact of the provided solution on employee performance based on business outcomes. To achieve this, it is crucial to establish clear Key Performance Indicators (KPIs) at the project’s outset. These KPIs may include metrics like error reduction, sales improvement, increased employee retention, shorter time to competency, and enhanced performance of production lines. Evaluating the project’s success should involve measuring against these predetermined KPIs upon completion.

Conclusion:
To truly embrace learning in the flow of work, we must move beyond superficial modifications of traditional approaches. A comprehensive perspective is needed—one that encompasses design, development, delivery, and measurement. By adopting a workflow-focused approach, leveraging the right technologies, and considering the full learning journey, organizations can create powerful and effective workflow learning solutions. This paradigm shift is essential for meeting the dynamic learning needs of modern workplaces.