knowtion | 2021
KKH Kaufmännische Krankenkasse
The KKH Kaufmännische Krankenkasse, based in Hanover, is one of the largest statutory health insurance companies in Germany with around 1.6 million policyholders. KKH has developed many innovative and forward-looking health programs - from individual health coaching to a care concept that was even part of the curriculum at Harvard Business School. KKH has a total of 4,000 employees who advise and care for insured persons in all federal states.
The initial situation
The digital transformation and the increasing demand for learning content
Tackling future topics today, creating a digital learning culture in which learning processes and learning behavior are transformed and employees are involved and empowered throughout the entire process - these were the ambitious goals of the health insurance company and the trigger for the introduction of the "KKH Learning World".
KKH was faced with numerous challenges, such as social change and generational change, as well as growing cost and quality pressure under increased competition. In addition, there are legal requirements for the digitalization of many processes - one example of many is the electronic patient file. With the increasing complexity of requirements for health insurance companies, the demand for learning content is also increasing. Everyone involved needs to be trained on various topics at an ever faster pace and in an increasingly complex manner. The production of learning media by external partners is often time-consuming, coordination-intensive and costly. However, the internal production of company-specific content also has its pitfalls. Internal learning media developers often lack the necessary operational expertise and time; conversely, interested employees from the field often lack the didactics and technical know-how to create learning content themselves.
In order to overcome these hurdles and promote employee motivation to participate in the KKH Learning World, the focus from the outset was therefore on the idea of a training platform that provides learners with learning content for passive consumption on the one hand, but also enables employees to actively pass on knowledge in addition to self-motivated learning - keyword "user-generated content".
Ralf-Guido Scholz
Digital learning expert
KKH Kaufmännische Krankenkasse
„The close cooperation with youknow is very valuable to us. Our willingness to experiment paired with the openness, e-learning expertise and the right tool from youknow have complemented each other perfectly. With knowtion, we can now offer the specialist departments a low-threshold introduction to the production of digital learning content and, thanks to the context-sensitive tips, they also receive media didactic basics along the way.“
The solution
Empowering learners to create their own learning content
When youknow Ralf Guido Scholz, Digital Learning Expert at KKH, presented the new AI Authoring Tool knowtion, it quickly became clear to him that the tool was a perfect fit for KKH's user-generated content project. "knowtion offers the potential to not only introduce a Learning Management System (LMS), but also to create a collaborative learning world in which ideally all employees can participate," says Ralf Guido Scholz.
After almost four years, the KKH Learning World is the hub of digital training and further education within the health insurance company and has around 300 e-learning courses on offer - and the trend is rising. Internal HR Development is responsible for the learning world and the 4,000 learners. In addition to technical support, the tasks of HR Development in the context of digital learning also include the production and procurement of content as well as the coordination of in-house production of KKH-specific learning media. Above all, however, it is about getting learners excited about the KKH learning world.
For KKH Personnel Development, it is not enough to simply provide the specialist departments with the necessary e-learning knowledge so that they can create learning content themselves. It also wants to create a learning environment that enables specialist knowledge to be shared quickly with others. The introduction of knowtion is therefore an important milestone in the user-generated content project
To enable learners to create and share learning content quickly and easily, KKH's requirements for a tool were clear from the outset. It must be possible to make the software available to learners quickly and easily. The application also had to be easy to use. KKH has identified knowtion as one of the Authoring Tools that meets these requirements. The intuitive user interface, which guides users through the entire production process with AI control and thus enables even e-learning beginners to familiarize themselves quickly, is particularly impressive.
For many people who are creating learning content for the first time, it is a real challenge to focus on the core topics, put them in a didactic order that makes sense and create a common thread. "Since we started working with knowtion, this has become much less problematic and easier because knowtion encourages producers to think much more about learning objectives," says Scholz. Even without time-consuming introductory training, KKH can implement even large projects, as knowtion guides users step-by-step through content creation and provides them with the right tips and tricks at the moment of need The simple operation in conjunction with predefined, different content pages makes it easier for users to get started with content creation quickly and ensures that the learning content is of a consistently high quality.
Another success factor is the involvement of managers and specialist departments. They should not only be clients for learning content, but also initiate or carry out the production of their own content. To make this possible, the personnel development team works closely with all interested and motivated people within KKH. The aim of this support is to accompany and facilitate the individual learning media production process of these producers of specialist content, known internally as KKH Learning World Multipliers, in the best possible way. Depending on how much e-learning knowledge or prior knowledge the relevant subject matter experts have, they receive the necessary individual support from the e-learning experts from HR Development. There are introductory training courses that not only impart technical knowledge, but also contain important initial didactic tips. Thanks to the intuitive user interface and handling of knowtion, users can usually start producing their own learning content straight away after a half-day training course.
Especially with the first projects, there are very often short feedback loops at the beginning during ongoing production. This enables the multipliers to build up efficient production routines so that these loops can almost always be dispensed with by the second project at the latest and further support is only provided as required.
Although success is not measured directly by specific KPIs, the increasing number of active contributors and the positive feedback show that the KKH Learning World and the "user-generated content" initiative are being well and increasingly accepted. According to Ralf Guido Scholz, the project also has a positive impact on various other corporate objectives: "On the one hand, we can provide employees with important and company-relevant knowledge in a timely and flexible manner, thereby increasing our attractiveness as an employer. On the other hand, we can offer our customers the best possible quality of consulting and support."
Conclusion
User-generated content - come to stay
User-generated content has become an integral and important part of the KKH learning media offering and is constantly being further developed. The role of personnel development, i.e. the e-learning experts, has also changed as a result: They are now also sparring partners and enablers for the KKH Lernwelt multipliers. However, the most impressive achievement of the project is not only the efficiency with which content is created within KKH, but also the fact that the multipliers pass on their knowledge to colleagues voluntarily and with enthusiasm.
Ken Weid
Key Account Manager
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