Totara User Group 2015 - Samsung's Backstage, Extended Enterprise LMS

Achieving trade engagement through a next generation extended enterprise LMS

In partnership with

Stuart Chadwick, Global Solutions Director

Totara User Group, July 15th 2015

AGENDA

• Project background• A collaborative approach• Tour of Samsung Backstage• Results• Questions

Tweet us: @kineo, #KineoTUG

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Project background

Project background• Samsung UK’s online training portal

• Product knowledge for retailers and operators

• Key platform for building ongoing relationships /

engagement with retail and operator staff

Audience• Retail/Operator store staff based in the UK

(up to 70k users)• Call centre staff based globally

(e.g. India, South Africa)• Primarily 20-34 year old, tech savvy sales staff• Driven by competitions, money, the thrill of a sale!• Really want to understand what makes new

handsets different and exciting.

Project backgroundPrevious iteration of Samsung Backstage was

underperforming:

• Initially well received but ultimately poorly rated by users

• Based on a bespoke CMS, little or no tracking of learning

• Lots of games with little relevance to Samsung products

• Very hard to maintain/update and client was heavily reliant

on agency, for making even the smallest of changes

• Different and inconsistent versions of site for smartphone

and desktop

Project backgroundNew site had to provide:

• Unified site across desktop, tablet and smartphone

(fully responsive); over 50% of users access the site

on mobile devices!

• Much better tracking & reporting of learning and

user engagement

• Increased and meaningful engagement with users

• A great brand experience: The UX was paramount!

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Collaborative approach

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• Consultancy• Solution approach• Technology• LMS & EL dev• Training• Technical support

• Concept innovation• UX & visual design• Engagement strategy• Content updates• Client management

• Inspiration• Product content• Content updates

A great working partnership

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Tour of Samsung Backstage

• Promo carousel

• Recent learning as well as suggested learning

• My latest badge (more later)

• Promotions, competitions and social links

• This is the learners personalised learning space (quite simple at the moment eg no learning plans)

• Similar to homepage; promoting learning, competitions & social feeds

• Access to all my Open Badges…

• Learners are rewarded with badges for completing product knowledge learning and passing the quiz / assessment

• Badges are also awarded for eg completing your profile; often the best source of information about your user base!

• Initially an ‘Enlisted’ badge was awarded on sign-up, both to provide instant reward and to introduce the concept of Badges…

More information about Open Badges:

• Free and open: For organisations to create, issue and verify digital badges

• Recognition: Of skills and knowledge via verifiable digital rewards

• Transferable: Collect badges from multiple sources, online and off, into a single backpack… to display skills & achievements on social networking sites, job sites, websites etc.

• Stackable: Whether they’re issued by one organization or many, badges can build upon each other and be stacked to tell the full story of your skills and achievements.

• Evidence-based: Open Badges are information-rich. Each badge has important metadata which is hard-coded into the badge image file itself that links back to the issuer, criteria and verifying evidence.

Download the TLS Open Badges Guide for more information:

http://www.totaralms.com/resources

• Course categories, in this case by product family

• Graphical representation of categories, continuing the visually-rich UX

• Uses ‘hero’ category – smartphones in this case, which is the top selling category…

• Here we see the individual products/courses within the Smartphones category

• Visually-rich UX carries right through

• Uses ‘hero’ products layout – Galaxy S6 here, the flagship product…

Lush course layout that feels very ‘webby’

Adaptive layout responsive design…

Super powerful Totara/Moodle quiz engine:

• Question banks

• Control over attempts eg 2 failed attempts then quiz locked for 24 hours

• Lots of control over grading eg average score, highest score, last score

• Forms part of the course completion criteria (along with completing the SCORM elearning module)… to enter the Galaxy Cup

• CG Kineo also developed the elearning content for iris & Samsung using Adapt, for fully responsive, multi-device elearning

• 28 courses delivered in under 10 weeks!

• UX flows through to the learning…

• Extended enterprise model• Responsive theme• Mostly standard functionality• Custom front end design (CSS)• Key site pages and quizzes• Back-end content management• Usage reporting & analytics• Personalised• Open badges• Promotions and campaigns• Social feeds• Content maintainable by client

• Responsive for multi-device• Elearning content delivery• Standard Adapt features• Seamless UX with LMS• Content maintainable by client

Open Source LMSOpen Source Elearning

Open Source LMSOpen Source Elearning

Engagement strategy

• Competitions and promotions further supported through an ongoing email campaign

• Backstage course completions linked to Facebook competitions, which in turn promotes Backstage on FB

• The Backstage Battles are a great example of a really fun competition leveraging social media and with fab prizes

• Samsung Backstage is much more than an LMS!

Everyone can see the competition pages but only those that have completed the product knowledge and passed the quiz can enter the competition

• Celebrates winners

• Promotes the Backstage concept via other social channels: Twitter, Facebook and Instagram

• The Galaxy Cup is a recent community-based promotion…

Recap on how we did it

A great UX• Stunning visual design• Looks and feels like a quality website, not a dull & dusty LMS!• Fully responsive and optimised design: desktop, tablet and smartphone

Gamification not games• Leader boards (coming soon) • Competitions & rewards• Achievement of badges• “Levelling up” via recognition of learning

Joined up across channels• Social Media: Facebook, Twitter & Instagram• Supported by ongoing Email and SMS campaigns …all linking back to/from the Learning Platform

www.kineo.com info@kineo.com