5 Psychology Principles You Can Use to Improve Your Product Training
Whether you’re running product training for your sales team, your customer service representatives, or even to help increase digital adoption rates, there are some proven psychological techniques you can use to improve the efficacy of your program.
In 2013 a group of psychologists reviewed almost 100 years of cognitive and educational psychology studies. During this comprehensive literature review, they identified 5 key learning techniques that showed a tangible effect on learning comprehension and retention.
In this article I’ll break down what those learning techniques are, why they work, and how you can easily apply them to your next product training program.
Let’s get started.
1. Distributed Practice
Distributed practice is one of the most effective techniques you can use to improve your employees’ learning and knowledge retention. Learners have to work harder to remember information after time has passed — which helps encode it in their memory.
You can easily apply distributed practice techniques to your product training with microlearning. Break your learning content up into short digestible pieces of content. Then encourage employees to retake courses after a period of time.
If you use Lemonade, your content is already structured in a microlearning format. You can easily remind employees to retake courses using the “Triggers” feature. Otherwise, an emailed reminder will work as well.
The length of time between learning sessions should depend on how long you want employees to retain information:
“... criterion performance was best when the lag between sessions was approximately 10–20% of the desired retention interval. For example, to remember something for 1 week, learning episodes should be spaced 12 to 24 hours apart; to remember something for 5 years, the learning episodes should be spaced 6 to 12 months apart.” 
2. Practice Testing
Practice testing is a technique where learners “test” themselves on learned material in a low to no-stakes environments (i.e. they aren’t evaluated on the test).
“testing can enhance retention by triggering elaborative retrieval processes. Attempting to retrieve target information involves a search of long-term memory that activates related information, and this activated information may then be encoded along with the retrieved target, forming an elaborated trace that affords multiple pathways to facilitate later access to that information.” 
You can apply practice testing techniques to your product training by including rounds of quizzes in your courses. These quizzes should be framed as part of the learning activity — not as an evaluation of the learner.
It’s also important to provide feedback. You need to tell learners whether their answer was correct, otherwise you risk encoding incorrect information. (If you use Lemonade, this quiz + feedback structure is already built into the platform’s authoring tools for most step modules. You can just continue authoring as usual!)
3. Interleaved Practice
Dunlosky et al define interleaved practice as “a schedule of practice that mixes different kinds of problems, or a schedule of study that mixes different kinds of material, within a single study session.”  Essentially, it’s a technique where different topics and/or materials are woven together so learners can bounce from topic to topic.
Interleaved practice is effective because it “allows [learners] to more readily compare different kinds of problems.”  While this can negatively affect initial learning scores, interleaved practice helps learners organize learning material in their mind so they more accurately apply it. Dunlosky et al also found that interleaved practice helps encode learning in long-term memory, increasing retention.
You can apply interleaved practice techniques in your product training by mixing multiple topics and/or problem solving scenarios together. For example, you might include multiple role-play scenarios that must be solved using different selling/customer service strategies and/or different products.
This technique prompts learners to ask “why,” which helps facilitate learning and integrate new information with previous knowledge. Dunlosky et al found that elaborative-interrogation doesn’t have a demonstrable effect on retention, but it is helpful for learning new facts — especially for topics that learners already know well.
Elaborative-interrogation techniques are most useful in product training for building deeper product knowledge once the basic have already been learned. You can use elaborative-interrogation by including open-ended “why” questions in your training, such as “why is this true?” or “why does it make sense that…?”
Self-explanation is a technique where learners explain “some aspect of their processing during learning” — whether that’s how new information is related to known information, or the steps they took during problem solving. 
Similar to elaborative-interrogation, self-explanation enhances learning by integrating new information with previous knowledge. Dunlosky et al also found that “self-explanation effects have been shown across an impressive range of learning outcomes, including various measures of memory, comprehension, and transfer.”  However they noted that further research is needed to understand how long those benefits last (i.e. if it impacts long-term retention).
Of the 5 learning techniques, self-explanation is most difficult to apply to online training as it typically involves learners explaining out-loud the steps they’re taking for problem solving. However, if you do in-person role-plays in addition to online product training, you could have employees explain their reasoning and/or process out loud as they go through a scenario.
The Bottom Line
Distributed practice, practice testing, interleaved practice, elaborative-interrogation, and self-explanation are proven psychological techniques you can use to improve the efficacy of your product training.
You can use these techniques on their own or combine them for greater impact. In particular, distributed practice combined with practice testing can have a significant impact on comprehension and retention.
- Dunlosky, John, et al. “Improving Students’ Learning with Effective Learning Techniques: Promising Directions from Cognitive and Educational Psychology.” Psychological Science in the Public Interest, vol 14, no. 1, January 2013. ↩ ↩ ↩ ↩ ↩ ↩ ↩ ↩
- Roediger, Henry L. “Applying Cognitive Psychology to Education: Translational Educational Science.” Psychological Science in the Public Interest, vol. 14, no.1, January 2013. ↩