Intuitive Surgical is a global leader in the rapidly emerging field of robotic-assisted minimally invasive surgery. Since its inception, the company has consistently provided surgeons and hospitals with the tools needed to improve clinical outcomes and to help patients return to active and productive lives.
Sales representatives are the most common touch point for hospital staff and surgeons, so it is important that they are knowledgeable about all of Intuitive Surgical’s product offerings. Confirming their knowledge across a diverse product and customer base is difficult and made more complex when there are timing gaps between initial training and application. Keeping reps sharp during this time requires creativity.
In addition to comprehensive traditional training, last year, our training team had a positive response using Qstream, a game-based, data-driven mobile platform that delivers a stream of simple, scenario-based challenge questions to field personnel every few days. Using their mobile device, reps received questions, submitted answers, and immediately received feedback. Built-in game mechanics drive engagement, and leaderboards create a sense of competition. Our sales teams enjoyed the convenience and ability to reinforce their product knowledge without losing valuable time in the field.
Evaluation
We benchmarked the mobile solution to determine if it could be an effective way to increase knowledge retention. First, we administered an immediate post-training assessment to create a baseline. The sales team then was segmented randomly into three groups and received various follow-on reinforcement:
Group 1: Web-based training modules and e-mail
Group 2: “Qstreams” or Challenge questions delivered three times weekly
Group 3: Personalized coaching with a subject matter expert
We then retested each group within 90 days of initial training. The Web-based group scored only two percentage points higher upon retest, while the mobile platform and the personalized coaching groups scored comparably, with an increase of nine and 10 percentage points, respectively. While the mobile game-based solution delivered statistically similar results to the personalized coaching, it took far less time, energy, and resources.
Using a mobile approach helped us reach more sales reps than previous solutions and drove significantly higher user engagement. Reps spent an average of just 3.5 minutes per session and had access to an online dashboard to monitor performance, leaving most of their time spent with customers.
Another valuable element of this approach was the ability to capture data-driven insights. In instructional design, this can spell the difference between good training and great training. The solution delivered metrics such as the percentage of questions answered correctly and the time spent on specific questions, which helped to drive question and content updates. The average number of days it took learners to master the question stream made it easier for us to discuss the efficacy of the pilot, while providing concrete examples of what was working and what wasn’t.
John Kettles is instructional design manager at Intuitive Surgical, a global leader in the rapidly emerging field of robotic-assisted minimally invasive surgery (www.intuitivesurgical.com).
