Samsung Backstage: Achieving trade engagement through an extended enterprise LMS

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AGENDA

• Introduction• Project background• A collaborative approach• Tour of Samsung Backstage• Built by CG Kineo with Totara• Summary• Questions

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Project background

Project background: RfP

Samsung Backstage is Samsung UK’s online training portal, providing product

knowledge for retailers and operators (O2, Carphone Warehouse, etc.) selling Samsung

Smartphones, Tablets, Laptops, Smartwatches and Digital Cameras.

It is also a key platform for building ongoing relationships/engagement with retail and

operator staff and rewarding them for supporting Samsung products.

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 and the thrill of a sale!

This audience live and breathe phones, they love to know their specs and really want to

understand what makes new handsets different and exciting

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Project background…

Previous iteration of Samsung Backstage was underperforming:

• Initially well received but ultimately poorly rated by users

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

• Lots of games that had 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

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Project background…

New 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

iris worldwide leading trade engagement for Samsung• CGK were commissioned by iris

worldwide, Samsung’s lead creative ad

agency, who provided the project vision

• iris were responsible for all creative

aspects: UX, Art Direction and the

content / engagement strategy

• CG Kineo provided the LMS expertise

and the site was built with Totara

• The site focusses on:

• Product knowledge

• Trade engagement

• Uses an integrated approach across

Facebook, Twitter and Samsung

Backstage (the learning platform)

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Tour of Samsung Backstage

• Nb screencap loses background image

• 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.

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Download the TLS Open Badges Guide for more information:

http://www.totaralms.com/resources

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• 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…

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• 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…

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Lush course layout that feels very ‘webby’

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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

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• 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…

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• 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 (as per the video we saw)!

• Samsung Backstage is much more than an LMS!

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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 the current community-based promotion…

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Built by CG Kineo with Totara

Over 200 staff 8 countries

150 blue chip clients

Ranked # 1

Part of a global business

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Award winning

• UK elearning company of the year (2008 & 2013)• Elearning Age Awards 2014: Best Learning Game • Top Totara Partner 2014’ Award• Brandon Hall (Best Blended Programme)• LearnX platinum (Best Learning Design Technology)

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Delivering …

Elearning & online learning

Blended Programmes

Mobile and Multi-device

learning

LMS and Learning Portals

Apprenticeships Consultancy and Training

Qualifications and Accreditations

Marketing and Awareness

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Totara: Enterprise LMS for business

− Open Source: Multi-instance hence highly customisable & configurable

− Commercial / Corporate distribution of the world leading Moodle LMS

− Scalable for large enterprises

− A high quality branded experience

− Extensive and rich functionality set

− Cost effective, open-source solution

− No vendor lock in

− Large & active community of users and developers

Samsung Backstage is mainly standard functionality but with a highly tailored Front End Design/Development (via CSS)

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Totara LMS key features summary:

All the benefits of Moodle, plus:

• Integration with HR and other business systems

• Map organisation hierarchies, job families and roles

• Set and manage individual development plans

• Classroom management and online booking

• Audience and programme management

• Manage team development

• Deliver and support informal and social learning

• Performance management and 360 reviews

• Rich reporting features including automated reports

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Summary

Achieving trade engagementJoined up across channels:

• Social Media: Facebook, Twitter & Instagram• Supported by an ongoing Email campaign

…all linking back to the Learning Platform (and vice versa)

Gamification not games:

• Leader boards (coming soon) • Competitions & rewards• Achievement of badges – the open digital standard for recognising (and verifying)

skills and knowledge• “Levelling up” via recognition of learning (coming soon)

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

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Learn about the real potential of Totara

Want to learn how Totara LMS could transform the delivery of your learning, like it did for Samsung?

Great news – we’ve got our annual Totara User Group event coming up, taking place on July 15th, in London.

Why not join us, our Totara clients and experts, for an afternoon of sharing and drinks?

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