Learning plays a leading role at the Dutch Railways; it keeps staff up to date and compliant with the laws and regulations required as part of the license to operate. Continuous learning also ensures that the Dutch Railways as an organization continues to innovate and improve its performance. Maud: "With a positive learning climate, our employees become agile and can respond to changes together. Within our team, we regularly talk about facilitating a continuous learning approach and the role of Performance Support in this. So when my colleague Antoon Sturkenboom invited me to a webinar by Bob Mosher about learning in the workflow and  the application of The 5 Moments of Need® methodology,I immediately wanted to dive in deeper."

Maud Minnebach
"With a positive learning climate, our employees become agile and we can respond to changes together."

Designing learning from the performer's perspective

After attending Bob's webinar, Maud wanted to learn more about how to design learning from a performer's perspective. So, together with her colleague Antoon, she embarked on The 5 Moments of Need® Designer Certificate Program starting in January. Maud: "Our focus was: 'How do you make workplace learning interesting and accessible to your target group'? The 5 Moments of Need® is a different way of thinking and designing - entirely focused on the performer. One can immediately access what they need when they need it and apply the right skill directly. This methodology fits in very well with our organization’s learning vision."

Dutch Railways learning vision

Dutch Railways believe that continuously adapting behaviors and imparting new knowledge is vital to keeping the business' peak performance. Change and learning go hand in hand. The 5 Moments of Need® fits in well with this vision of learning with six principles:

  1. Learning to perform better
  2. Learning you direct yourself
  3. Adaptive learning
  4. Learning in practice
  5. Learning continuously
  6. Learning at your fingertips

Maud: "My experience of the certificate program is that it is very practical. Participants from all different industries apply the theory working on their own projects. This way of working gives a good exchange of knowledge and experiences. It adds direct value to your organization because you work on a concrete project. For example, together with Antoon, I am working on a project for our operators dealing with bad weather. Our project description reads as follows: 'Make sure that the train drivers have the right knowledge and skills to run the trains in bad weather (snow and frost). Maud and Antoon chose this project because this situation is rare, there is a lot of information available, and many parties are involved. It also has a direct impact on the business objectives and strategy of the Dutch Railways. Maud: "Reliability and a good reputation are essential for the Dutch Railways. We have strong punctuality agreements. The trains must always run on time, even with frost and snow. This demands high performance."

"Participation in the Certificate Program brings direct value to the organization you work for because you are working on a concrete project that you can immediately deploy.”

What should the operator do in the event of frost or snow, and how can they easily access what they need in the maze of all information available? An eye-opener for Maud was the way of organizing information for the target role. Maud: "You do this entirely based on tasks and steps. We look at what tasks a driver has to perform and what steps are beneath. In this way, we sort everything out and organize the information! It forces a completely different view of what information is important and what is less so. Sparking action with direct language and short commanding sentences is instrumental to this."

Designing for learner's practices

Maud and Antoon are also working to improve the design of an (existing) performance support app for operators. Maud: "This is not something that happens overnight, but the buy-in to good Performance Support is growing! And that's very nice to see. After obtaining my Designer Certificate, I will also apply the 5 Moments of Need® philosophy to other learning plans. We will focus fully on designing according to the learner's practices. Less is more! We will have less formal learning events but provide optimal Performance Support."

Ns Logo

Do you want to design for workflow learning? We start June 1st, 2021!

During the program, over six months, you learn all the ins and outs of the 5 Moments of Need® methodology developed by Conrad Gottfredson and Bob Mosher. Using the method, you create solutions that include formal learning (the '10' in 70:20:10), social learning through connections with colleagues (the '20'), and learning on the job (the '70'). In a group of up to 16 L&D professionals, you work towards The 5 Moments of Need® Designer Certificate. Of course, during the program, you will be fully supported with our performance support solution as you work on your project.

Download the 1 June 2021 certificate program flyer

I want to start on June 1st


A tip from Maud for participating in the program

"Find a well-defined project and start small. This allows you to get quick results. Also, make sure you have time from your target group so they can give their valuable input on their practices."


Source header photo: Dutch Railways