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Mark Dearlove's avatar

This is one of the hardest things to do in learning and development. It's even harder when we are looking at external users and their behaviour changes vs our internal metric alignment.

Our example is we have a company goal to reduce Time to First Transaction or TTFT. We are an e-commerce software vendor so our income is driven by our customers getting their implementation done, platform launched and someone buying something.

Trying to link decrease in TTFT to learning outcomes is almost impossible, but we are trying our best

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Ross Dickie's avatar

Thanks for the comment, Mark! This does sound complicated. Ideally, I think you'd want to do some sort of RTC to isolate the effects of your learning materials. The challenge with external users would be identifying a representative control vs. treatment group. Then, of course, there's the commercial component of providing training to some customers and not others. Definitely a tricky one!

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