Levelling Up: An Empathic Design Approach

Tasked with a design challenge in course LRNT524: Innovation, Design, and Learning Environments at Royal Roads University, we (Gavin S. and Amber M.) partnered up to participate in Stanford’s d.school design thinking process (Stanford, 2016). Together, we reached a solution that encourages learners in our respective organizations to take intellectual risks and be engaged in their learning community.

Context

Through design thinking, we discovered our organizations and learners have some crossover.

Our organizations

Both organizations require ongoing, hands-on, skills-based training for learners as well as tracking for regulatory compliance. Both struggle with inconsistent instructor delivery, limited budgets, and difficulty coordinating in-person sessions.

Our learners

Learners hold safety-sensitive positions in both organizations (Amber’s are trades workers; Gavin’s are volunteer firefighters). Learners are geographically dispersed and located in remote communities, have different levels of computer savvy and technological comfort, and work variable hours that make attending scheduled training a challenge.

In-person training is critical for our learners, so we focused on prototyping an online learning community that would drive offline (real life) engagement and intellectual risk-taking.

Empathic Design

Our prototype incorporated four layers of sensitivity found in empathic design (Mattelmaki et al, 2014). Our learners have various skill sets, motivations, and needs we needed to account for (sensitivity toward humans) while ensuring content was relevant, authentic, and problem-based (sensitivity toward design) through real-time and in-person delivery that drove teamwork (sensitivity toward collaboration) and used technology appropriate for all levels of experience (sensitivity toward techniques).

Prototype

One prototype component used was gamification, with an approach similar to consumer rewards credit cards (the more it’s used, the greater the reward). Below are four features we came up with:

Learning target

Organizations assign a target value (e.g., 10,000 virtual points) to each learner’s annual learning plan. To demonstrate they have met their learning plan, learners must reach the target value. They can accumulate points by participating in learning activities. This feature addresses the organizational need for compliance tracking and sets expectations for learners, reflecting Gagne’s second event of instruction, expectancy (Thomas, 2010).

Flexibility of choice

Learners decide how to earn points by choosing which activities to participate in (e.g., attend in-person training events, respond to peer questions in discussion forums, or share lessons learned via blog posts) based on geographic or time availability. This feature uses self-directed learning (Merriam, 2001, as cited in Vann, 2017) and personalization (Bates, 2016) to mitigate obstacles to learner engagement.

Engagement and intellectual risk-taking

Points correspond to learning activities based on the engagement and intellectual risk-taking required. Attending training events might equal 1000 points while asking or responding to questions might equal 250. Based on social constructivism (Anderson, 2016), this feature directly addresses our design challenge.

Motivation

Progress is tracked with points. At key milestones or achievement levels (e.g., 2500, 5000, 7500, and 10000 points), learners can redeem points for real-life, tangible rewards. Each achievement level provides more rewarding options, allowing learners to “level up.” Learners can also choose rewards most meaningful to them. This feature draws on motivation theory (The RSA, 2010) and behaviourism (Ertmer & Newby, 1993) by encouraging continued learner participation.

Anticipated Challenges

We empathize with the struggles our learners face and know our prototype does not address all of them. An online community that is device and platform agnostic might remove technology barriers, live-streaming or on-demand services might mitigate geographic obstacles, and events in multiple locations might help avoid scheduling issues. Even so, we acknowledge our prototype is in its infancy.  Do you have suggestions for testing our prototype or improving its features? We welcome your feedback in the comments.

 

References

Anderson, T. (2016). Theories for Learning with Emerging Technologies. In G. Veletsianos (Ed.), Emergence and Innovation in Digital Learning: Foundations and Applications (p. 38). Edmonton, AB: Athabasca University Press https://doi.org/10.15215/aupress/9781771991490.01

Bates, T. (2016). Choosing and using media in education. In Teaching in a Digital Age: Guidelines for designing teaching and learning (pp. 334). Vancouver BC: Tony Bates Associates https://doi.org/10.1017/CBO9781107415324.004

Ertmer, P.A. & Newby, T.J. (1993) Behaviorism, Cognitivism, Constructivism: Comparing Critical Features From an Instructional Design Perspective. Performance Improvement Quarterly, 6(4), 50–72. doi: 10.1111/j.1937-8327.1993.tb00605.

Mattelmäki, T., Vaajakallio, K., & Koskinen, I. (2014). What Happened to Empathic Design? Design Issues, 30(1), 67–77. Retrieved from  http://10.0.4.138/DESI_a_00249

Merriam, S. B. (2001). Andragogy and self-directed learning continue to be important to our present-day understanding of adult learning. New Directions for Adult and Continuing Education, 89, 3-13. doi:10.1002/ace.3

Stanford University Institute of Design. (2016). A virtual crash course in design thinking. Retrieved from http://dschool.stanford.edu/dgift/

The RSA (April 1, 2010). Drive: The surprising truth about what motivates us. Retrieved from https://youtu.be/u6XAPnuFjJc

Thomas, P. Y. (2010). Learning and Instructional Systems Design, 181–290. Retrieved from http://uir.unisa.ac.za/bitstream/handle/10500/4245/04Chap 3_Learning and instructional systems design.pdf

Vann, L. S. (2017). Demonstrating Empathy: A Phenomenological Study of Instructional Designers Making Instructional Strategy Decisions for Adult Learners. International Journal of Teaching and Learning in Higher Education, 29(2), 233–244. Retrieved from http://www.isetl.org/ijtlhe?

 

What is empathetic design?

Below are my findings, concerns, and questions about the article “What happened to empathic design?” (Mattelmaki, Vaajakallio & Koskinen, 2014).

Section: Introduction

  • I always find it challenging when authors refer to designers without specifying what type. Instructional designers? Graphic designers? Interior designers?
  • Empathetic design requires the following skills/characteristics: open-mindedness, collaboration, observation, curiosity
  • Would like to know the difference between empathetic and empathic as terms – are they synonyms?

Section: Empathic Design as Program

  • I’m not surprised empathic design has interdisciplinary roots. It seems like most of the spaces I play in are like that.
  • Does empathic equal feeling, interpreting, talking, sharing? Does all of that add up to creating meaning?
  • Why is empathic design so visually based vs. text based?

Section: Interpreting Emotions and Experiences for Design

  • This section basically describes the old adage of “walking a mile in another person’s shoes.”
  • What is the difference between sympathy and empathy?

Section: Co-Design – Empathy in Networks and Organizational Practices

  • User-generated content may be the next iteration in co-design. Has the pendulum swung all the way to the other side, with no role for the designer to play because the user has taken that role on fully?
  • The role of designer as facilitator is a definite shift from traditional mindsets.
  • Stakeholder collaboration is messy, time-consuming, expensive, and potentially filled with conflict in corporations. Learning departments need to overcome those hurdles if they want to implement empathic design in their workplace.
  • What is the difference between empathic design and participatory design? Both require collaboration.

Section: Reality Twists – Empathy in Design Imagination

  • It’s difficult to justify design decisions based on instinct and intuition.
  • I believe playing the “what if” game can lead people down a dangerous rabbit hole when exploring options in the name of imagination. At some point solutions need to be grounded in reality.
  • For empathic design to exist in the workplace, there needs to be a desire for it at the top level of management, otherwise it will never happen.

Section: What Happened to Empathic Design?

  • Empathic design requires sensitivity to people, collaboration, techniques, and design

Overall thoughts

This paper discusses a lot of abstract concepts that are difficult to measure. Personality assessments say I have all the traits needed to be successful at empathic design, but my tendency is always toward the concrete, practical, and measurable. Pursuing empathic design would definitely take me out of my comfort zone.

References

Mattelmäki, T., Vaajakallio, K., & Koskinen, I. (2014). What happened to empathic design?. Design Issues, 30(1), 67-77.

Constructivist views of instructional design

Below are some of my annotations and comments on Thomas’ (2010) chapter on learning and instructional systems design as part of a doctoral dissertation.

Introduction

The term instructivist and instructivism was new to me. A definition explaining how instructivism is different from behaviourism would have been helpful, especially since it was such a key element in the discussion of how instructional design is moving away from instructivism and toward constructivism.

History of Instructional Design

Having already studied the history of instructional design, much of what was discussed was already familiar to me. The list of instructional design models developed by Ryder would have been a useful appendix or chart to include, especially since no reference list was provided.

Conceptual Representation of ID

The key finding in this section is that there is no one agreed-upon definition for instructional design. A definition I disagreed with was by Seels and Glasglow (1998), who stated “learning should not occur in a haphazard manner,” (as cited in Thomas, p.186). I believe there needs to be a distinction between learning and training. Learning occurs all the time in real world situations, while training is a more formal structure for guiding that learning.

Instructional Design Models and Pedagogical Models

Sections 3.4 and 3.5 both discuss instructional design models. One question I had when initially skimming the article was the difference between instructional design models and pedagogical models. The answer is that instructional design focuses on the development process for a learning solution, while pedagogical models focus on the learning strategies that underpin the solution.

I was already familiar with the ADDIE model, rapid prototyping, Gagne’s nine events of instruction, and Merrill’s models, but the other models discussed were new: universal systems design, DC model, MRK model, Smith and Ragan’s model, and dynamic ID model.

Prior to reading this paper, I was unfamiliar with almost all of the pedagogical models discussed — Reigeluth’s Elaboration Theory,  ICARE Model, ASSURE Model, Mayes’ Pedagogical Framework, 7 principles for good practice in online courses, the blended learning models, though I had at least heard of the ARCS model and project and problem-based learning.

Summary of Features and Criticisms of ISD Models

The key finding by the author after review of tinstructional design models was, “even though each model had some differences, they were all basically similar in their need to provide certain components that are common to instruction” (p. 230). This was disheartening after trying to make sense of all the different models just discussed. The comment that traditional models are often criticized for being more process than people-focused rings true to me for corporate settings. My experience has been that most corporations are focused on business outcomes and want to align corporate training to business processes and tasks.

Beyond Traditional ISD

This was a short section with only one paragraph. As a reader, I’m not sure what my takeaway was supposed to be.

Core Foundations of the Grounded Design

This section identified five considerations for designing learning, regardless of delivery method used: psychological, pedagogical, technological, cultural, and pragmatic. While I agree all considerations are important, my approach is largely pragmatic. Whenever I design a learning solution for clients, I  ask myself, what is realistic given my client’s needs, their organizational culture, and their resources?

Constructivist Views and Constructivist Design Models

Sections 3.9 and 3.10 both discuss constructivism. In general, constructivism would be problematic for my clients. Corporations are accountable to their shareholders, so they need evidence that shows their learning and development budgets have been well-spent. Statements like “Constructivist strategies are often not efficient, resulting in a trial-and-error approach to the performance in the real world” (Merrill, 1997, as cited in Thomas, 2010, p. 265) makes constructivism a hard sell, even when it would be best for learners.

Alternative Instructional Design Approach

After a heavy emphasis on constructivism in the previous section, this section provided a more balanced view that acknowledged cognitivism and behaviourism still have a role to play in learning. The comment, “The problem is in selecting the most appropriate one to apply in a particular real setting” (p.268) gets at what I believe is the core role of an instructional designer: selecting the right approach for a given situation to maximize learning outcomes.

Blended Learning: Development of Design Criteria

I initially thought this section would provide limited usefulness to me because it focused on blended learning, and my area of interest is fully online learning, but most was relevant. Linking interface design to Gagne’s “gaining attention” event of instruction was an interesting connection, one I likely would not have made on my own.

It was re-affirming to read, “meaningful feedback improves performance” (Driscoll, 2002, in Thomas, 2010, p. 279), as I had received criticism from one of my clients that my instructional design provided too much learner feedback (the client requested I limit my feedback to “correct” or “incorrect”).

Role of Instructional Designers

Most of this section referred to instructional designers in higher education and referenced the role of teachers, students, faculty, lessons, curriculum, etc., so this section was not directly relevant to my professional practice or area of interest. The one statement that jumped out at me was that instructional designers need to fulfill multiple roles, including student, reviewer, tester, and project manager (p. 285).

Success Factors for Technology Integration

Having worked on multiple enterprise resource platform integrations in an organizational change management capacity, I agreed with everything included in this section but did not encounter any new or interesting findings. Most of the content seemed to state the obvious. This is more a reflection of my existing knowledge and experience than a comment on the content the author chose to include. Commentary on higher education was of little interest because it would be speculation as to whether the findings also apply in a corporate setting.

References

Thomas, P. Y. (2010). Learning and instructional systems design. In Towards developing a web-based blended learning environment at the University of Botswana. (Doctoral dissertation).

 

Good ol’ ADDIE

Photo credit: Educational Technology

I’m already familiar with ADDIE model, but I’ve never considered it through the eyes of a learner – until now. In his article, Is the ADDIE model appropriate for teaching in the digital age? Bates (2014) provides a quick summary of the ADDIE instructional design model and explores its benefits and limitations. (If you aren’t familiar with ADDIE, it’s used to guide instructional designers through creating learning solutions. The acronym stands for Analyze, Design, Develop, Implement, Evaluate.)

Since all of my work is in a business setting, I welcome Bates’ (2014) reference to ADDIE’s connection to corporate e-learning and training and can see how ADDIE would remain popular given its roots in behaviourism. In my experience, corporations have a strong preference for behavioural learning interventions (previous blog post).

I absolutely believe it’s important to address learner needs and characteristics when developing learning solutions, so I am surprised most of the benefits of ADDIE Bates mentions are for corporations or other entities; he doesn’t talk about any benefits for learners. In contrast, I have always thought the model does a great job of reflecting learner needs. The Analyze phase provides the foundation for all other phases, so even though the learner isn’t always mentioned explicitly, consideration for learners is still present.

One shortcoming I do find with the ADDIE model is that there is no link to performance support or follow up for learners after formal training is complete. Learners don’t stop learning once training is done, and learning transfer isn’t explicitly mentioned in ADDIE.

I’ve also found ADDIE is not entirely realistic. As Bates mentions, following ADDIE can be expensive and redundant. It’s not always possible to be as thorough as the ADDIE model requires. Budgetary requirements and time crunches often require combining steps or taking shortcuts rather than following each phase sequentially.  Depending on the size of the project, ADDIE doesn’t always make sense for my professional practice.

It is disappointing to have Bates criticize ADDIE without providing a new model for instructional designers to consider. I expected Bates to mention the Successive Approximation Model (SAM), at least in passing, because SAM seems to be replacing ADDIE in the business world. The model focuses on rapid prototyping and development, which addresses Bates concern that ADDIE is not flexible enough to address modern challenges.

References

Bates, T. (2014, September 9). Is the ADDIE model appropriate for teaching in a digital age? [Blog post]