Applying Adult Learning Practices to Reduce Learning Management System Errors

Abstract

This case study investigated updating the training program for the Instructor Permission Security Role in the learning management system at Company XYZ to decrease errors in the system. Additionally, the study examined if this new training program would increase the user experience for those employees with this security role, as well as learner experience. A voluntary survey was offered to those individuals with this security role. Survey data combined with archival data of ticket submissions for system issues, voice of the customer with follow up root cause analysis data, and a literature review led to the creation of a new training program. Concurrent initiatives took place that included separating the security role, leading to multiple trainings being developed and implemented as an intervention. A follow up survey was offered to those who earned the new security roles. The survey information in conjunction with archival data of tickets showed a decrease in errors, as intended, and indications of improved user and learner experience. Given other external factors, the correlation does not conclude causality and future recommendations include offering refresher courses and tailoring those to the gaps still identified.