For years, Learning & Development (L&D) has struggled to bridge the gap between formal training and real-world performance. While traditional training metrics—completion rates, learner satisfaction, and knowledge retention—have served as indicators of effectiveness, they fall short in measuring true business impact.
Workflow learning, often referred to as “learning in the flow of work,” has emerged as a transformative approach that embeds learning directly into daily work. But how do we quantify its success?
Empirical evidence has shown that workflow learning significantly improves time to competence, reduces errors, and lowers training costs. Research by Katie Coates and Frank Nguyen further supports these findings, demonstrating that workflow learning can cut onboarding time by up to 50% while enhancing overall job performance and significantly reducing errors, training costs, and time spent searching for information. This article explores the measurable benefits of workflow learning, offering real-world cases and an evolved framework for adoption.
The business case: ROI of workflow learning
Traditional training programs often rely on learning outcomes—measuring knowledge acquisition rather than performance improvement. However, research indicates that knowledge alone does not drive business results. The true value of L&D interventions is realized when learning is applied on the job at the moment of need.
Key findings from workflow learning research and practice highlight the benefits described below.
Faster onboarding & competence development:
- Performance support solutions can reduce onboarding time by 40% to 50%.
- A large consultancy firm saw time to proficiency drop from 18 months to 6 months after implementing workflow learning solutions.
Error reduction & increased quality:
- A pilot within a large Dutch government organization showed a 43% decrease in task execution time and a 97% reduction in errors when using performance support tools.
- A major pharmaceutical company saw compliance-related mistakes drop by 25%, reducing costly recalls and regulatory penalties.
Cost savings & efficiency gains:
- Organizations report up to 50% reduction in training costs when shifting from classroom-based learning to workflow-integrated performance support.
- At a global bank, workflow learning cut training expenditures by 40% while improving employee productivity.
The data is clear: Embedding learning into the workflow directly translates into business impact. This shift not only enhances efficiency but also aligns learning with real-time business needs, creating a seamless connection between upskilling and performance.
The science behind adoption: Why some succeed and others fail
Despite its proven benefits, workflow learning has not yet reached mainstream adoption. Coates’s dissertation on The Adoption of Performance Support Solutions in Organizations (2022) identifies key barriers and success factors for implementation.
Barriers to adoption include:
- Traditional mindset—Many L&D teams still rely on event-based training models and traditional eLearning modules, rather than continuous learning.
- Lack of leadership buy-in—Without executive sponsorship, workflow learning initiatives fail to scale.
- Technology-first approach—Organizations often invest in learning experience platforms (LXPs) or digital adoption platforms (DAPs) before considering a strategic workflow learning methodology.
Success factors: The Coates Adoption Framework
Coates’s research highlights four dimensions essential for the successful adoption of workflow learning:
- Organizational readiness: A culture of continuous learning and leadership advocacy. Availability of resources and a focus on leadership alignment and change management.
- Innovation characteristics: Demonstrated ROI and business benefits to overcome resistance. Showcasing the advantages of workflow learning in comparison to traditional solutions.
- Individual influences: The knowledge, skills, and attitudes of L&D leaders and teams, particularly the leader’s ability to influence and drive change in the organization.
- External factors: Indications that performance support solutions can enhance business continuity efforts.
Real-world example
A notable example is Erasmus MC, one of the Netherlands’ largest hospitals. Amid the COVID-19 crisis, they rapidly deployed AskErasmus MC, a workflow learning solution that enabled 2,300+ healthcare professionals to upskill in real time. The system provided critical job aids in under 10 seconds, demonstrating the power of immediate learning support in high-stakes environments.
AI-powered performance support: The next evolution
AI-driven digital coaches are now enhancing workflow learning by offering personalized, just-in-time support. Unlike static eLearning modules, these AI solutions:
- Analyze user behavior to predict learning and performance needs
- Deliver real-time guidance tailored to specific tasks
- Reduce search time by instantly surfacing relevant job aids
At a large global manufacturing company, AI-powered workflow learning led to a 33% decrease in production line downtime and a 7% increase in equipment efficiency. These results highlight how intelligent performance support drives operational excellence beyond traditional training models.
Measuring True impact: beyond traditional metrics
To make workflow learning a core business strategy, L&D leaders must shift from measuring training completion rates to business performance indicators.
That means moving away from looking at course-completion rates, post-training assessment scores, training cost per employee, and results from learner satisfaction surveys. Instead, leaders might consider looking at reductions in task-execution time and error rates and increases in employee productivity and ability to do tasks correctly the first time.
Taking it a step further, organizations like Alrijne Healthcare measure workflow learning impact not just by performance metrics, but also by employee confidence and patient outcomes. They assess this by tracking staff-reported confidence levels, patient feedback surveys, and analyzing trends in patient care quality metrics. For instance, increased use of workflow learning tools has correlated with a decrease in procedural errors and improved patient satisfaction scores. Their AskAlrijne system allows nurses to access critical patient care protocols instantly, resulting in faster response times and reduced patient risks.
Making the shift to workflow learning
Workflow learning is no longer just a theoretical concept—it is a proven approach with tangible business benefits. The challenge now lies in its strategic adoption across industries. Organizations that embrace workflow learning will see faster upskilling, reduced costs, and enhanced performance.
To make workflow learning a reality, L&D leaders must:
- Shift from content-first to performance-first design.
- Secure leadership buy-in by demonstrating clear ROI.
- Bring along their team and stakeholders on the workflow learning journey to accelerate adoption.
- Leverage AI-powered Digital Coaches to enhance performance support.
- Measure true business impact, not just training participation.
As we move forward, the question is no longer whether workflow learning works, but how quickly organizations can integrate it into their DNA. How can your organization take the next step to ensure seamless adoption and measurable impact?.
Sources
Coates, K. (2022). The Adoption of Performance Support Solutions in Organizations. Fielding Graduate University.
Nguyen, F. & Klein, J. (2005). The Role of Performance Support in Workplace Learning.
Bob Mosher and Conrad Gottfredson: 5 Moments of Need eBook (2021)
Xprtise (2024). Introduction to 5 Moments of Need and Case Studies.
Remmits, A. (2023). The Impact of Workflow Learning.
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