augmenting your learning reality
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Global Customer Lifecycle SM
Augmenting Your Learning Reality AR’s Place in Training and Development
July 17, 2014 1:00pm EST | 10:00am PST
2 Copyright 2014. Confidential – Distribution prohibited without permission
$457M Market Leader in Content Globalization Services
About Lionbridge
Global-Scale Market Leader
Leadership position in multi-billion dollar globalization services industry
• Create, translate, adapt and test global products and content
• Global scale program management across 26+ countries
Recurring Base of Global 1000 Customers
Recurring relationships with 800+ clients
• 95% of revenue comes from recurring clients of 1+ years
• Top clients include Microsoft, Google, Rolls-Royce and HP
Proven Solutions for Training Sector
15+ Years in Training Industry
• Top 20 Training Outsource Provider
• Brandon Hall Gold Award winner for Unique Learning Technology
• Expertise in global e-learning and mobile learning development
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Wendy Farrell
• e-Learning Consultant with over 20 years of experience
• Presented for CLO Magazine, TechLearn, Online Learning, e-Learning Guild, and SXSW conferences
• Award-winning work includes 2 Brandon Hall Gold Medals for Excellence in e-Learning
Jacques Pondaven
• e-Learning Consultant with over 20 years of experience
• Leads seminars and workshop on eLearning
• Cofounder and Director of an E-learning Company and R&D on automated authoring tool
Today’s Panel
• Wendy.Farrell@Lionbridge.com
• Jacques.Pondaven@Lionbridge.com
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Current State of Augmented Reality
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• AR has been used in movies for the last 2 decades
• Most movies were picturing a reality that takes place in the next 100 years
• Obviously, AR is developing much faster than we thought
The AR as a passed futuristic
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Types of Augmented Reality
• Location-based • Marker-based
QR codes Pattern Virtual buttons
• Markerless Image recognition 3D
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How AR is Used – Now and in Future
• Future
Training and education
Consumer support
• Now
Marketing
Gaming
Military
Healthcare
Picture Source: http://www.pocket-lint.com/news/108890-best-augmented-reality-in-movies
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Augmented Reality for Customer Support:
A Case Study
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Customer Support @ HP – An AR Pilot
• Looking for innovative, high-tech ways to improve the customer support experience
• Goal: Explore how AR might be used for customer support, reduce support costs, improve customer satisfaction
Use device camera to identify product based on printer profile & texture.
Use the device camera to identify the error (low ink)
by comparing stored image of error message to actual LCD message.
Based on model number & error message, describe the steps to perform the
task.
Display steps for replacing the cartridge
using 3d graphics & animations overlaid on the live camera view.
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HP’s Support Application
• 2014 Best Advance in Unique Learning Technology
• Augmented Reality for Customer Support
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Process
Define requirements
Research and select technology
Build prototype
Test and refine
Expand solution (more and other products)
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What We Learned
YouTube ≠ Reality
Markerless – better learning experience, but less forgiving
Distinctive textures and patterns required
Lighting and environment are critical
Adhesion must be strong
Native vs. web app - file sizes must always be small
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Reality of Augmented Reality
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Benefits to learners
Easy to understand
Simplifies complex
tasks
Increases customer confidence
More convenient and Globally neutral
Faster time to
competence and completion
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Challenges
Environment & 3D Recognition
• Physical location
• Inconsistent lighting
• Backlights on screen tasks
• Reflective surfaces
• Product similarity
Human Factor/Ergonomics
• Only 2 hands
• Comfort with mobile technology and devices
• BYOD
• App needs to be forgiving (angle, accuracy, lighting)
Technical Issues
• File sizes, data plans
• Devices, operating systems
• Picture quality vs. load time
• Native vs. web app
Design
• Choosing content: simple vs. complex tasks, number of steps, ease of chunking
• Marker-based vs. markerless
• Add-on features – social networking, ads, purchases
• Legal issues
• Totally different approach than traditional unassisted support.
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Is AR Right for You - Considerations
Balance learning efficiency with costs
Consider AR as part of your “content + app integration”
strategy
What is your AR value proposition? Customer
satisfaction? Education? Image enhancement? Cool
factor?
Consider prioritizing use of AR (80/20 rule)
Consider regulations Consider distribution (operating systems,
devices, native vs. web app)
Consider add-ons
• Ads?
• Data collection
• Location
• Link to websites
• Purchases?
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Cost, Quality, Involvement
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Augmented Reality: the next big thing?
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A new trend, really?
6 300 1 months USD Billion USD
Before the Google Glass hit the
market
Estimated price for a pair of GG
Estimated market value by 2018*
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Where will AR fit in the near future?
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AR: the paradigm shift
Before AR Computers give you access to the biggest library ever
With AR The right book will open at the right page for you
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Global Customer Lifecycle SM
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