“Education
is becoming
more consumer oriented”
Students as Customers
Steve WattRegional Vice PresidentBlackboard, Australia & New Zealand
Congratulations on your new role!
Congratulations on your new role!
You’ll be
Macho &
Chiseled
Association
Congratulations on your new role!
You’ll be
Macho &
Chiseled
Association
You have new competition!
Congratulations on your new role!
“I knew I wanted to get fit, but after 3 sessions, I
forgot how to use the equipment and there was no-
one to help me.”
“My instructors were really fit, but pretty bad
teachers! “
“Parking was a hassle, the gym was often locked
when I wanted to go…”
Your brief
1. What key problems does this gym need to
recognise?
Your brief
2. What are some recommendations we could make
to address these?
Your brief
3. What are the likely implications if is this gym
makes no changes?
“To satisfy the customer,
is the mission and
purpose of every
business”
- Peter Drucker
53% STUDENT SUPPORT
Source: 2013 University Experience Survey National Report
Students as customersSk
ills D
evel
opm
ent
Lear
ner E
ngag
emen
t
Teac
hing
Qua
lity
Stud
ent S
uppo
rt
Lear
ning
Res
ourc
es
Qua
lity
of e
ntire
edu
catio
nal e
xper
ienc
e
Qua
lity
of te
achi
ng
Focus areas Questionnaire items
505560657075808590
20122013
University Experience Survey
National Report , March 2014
14
Students are the Consumer
They choose where,
how, and when to get their education
Tech savvy & mobile
Seek course & degree options
Attentive to skills & competencies
Value & outcomes focused
A Service Gap Exists
15
NEE
DS
AN
D E
XP
ECTA
TIO
NS
TIME
Demands for Student Services
Resources
WIDENING
SERVICE GAP
Increased expectations and demand doesn’t always mean increased resources, so the institutional workload pays
the price
16
Expand support to accommodate
their non-traditional students
Improve student learning success
Staff unable to focus on faculty
support and LMS maintenance
priorities
Difficulty scaling operation to meet
peak demands
Charles Darwin University
“Thank you. My call was answered promptly, professionally and patiently and he knew what I
was talking about straight away and had an easy fix for it. Great service!”
“The man I spoke to was so patient and helpful. It was a relief to have my problem sorted out
so quickly. A thousand thankyous!!”
38% of requests handled outside of office hours
70% of calls answered in under 60 seconds
85% of issues are resolved on the first contact
Continuous improvement process to enhance end user experience
Partnered with Blackboard to deploy Learn support adding Blackboards technology
platform including self-help portal and incident management system.
SOLUTION: 24/7 Blackboard Learn Support
19
Learning Management
System SupportHardware/Software Support
Network/Connectivity
Support
Faculty & student support
Course access/availability
Course content
Grading
Collaboration tools
CRM/Ticketing
Publishing software
Multiple device support
Operating system
Media Player
Productivity software
Plugins
ERP/SIS support
Common questions
Automated password reset
Authentication systems
WiFi access issues
Network support
Common questions
Blackboard Student Services: Help Desk Solutions
Blackboard Student Services: Service Center Dashboard
23
Blackboard Student Services: Service Center Dashboard
24
Why Blackboard Student Services
25
• Expand enrollment of traditional / non-traditional students
• Increase engagement with apps & advisors
• Improve student support thru personalized services
• Drive higher completion and employment outcomes
• Deliver data for making better decisions
Students as Customers On Campus…
26
MultifunctionVending Door Access
Contactless Solutions
ID Card Technologies
Magnetic Stripe Proximity Contactless
• FeliCa
• Mifare Classic 1K & 4K
• Mifare DesFire
With Blackboard Transact you can be ready for the future now!
Education
is becoming
more consumer oriented
Student RetentionStudent Engagement
Academic Adoption
Standards Alignment
Blended Learning
Distance Learning
Technology Integration
Graduating Students
Student Enrollment
Rising Costs
Measurement of Success
Workforce Readiness
Training Teachers
Engaging Community
Digital Content
Assessment & Feedback
We understand your challenges
Blackboard
takes a holistic,
learner centric approach
ServicesTechnologies Data
48
To reimagine
education
OUR MISSION
Thank You!
Reimagine Education
Join the conversation:
facebook.com/blackboardapac
BlackboardInc
linkedin.com/company/blackboard
@BlackboardAPAC
@Blackboard and @uxmoose
blog.blackboard.com
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A different
future
END
Resource Slides
Who we are
We will Reimagine Education by focusing on the
learner.
Blackboard 2014: A New Company, A New Approach
Delivered through…
New Operating Focus
New Solutions
New Structure
Experience and insight makes us a trusted partner
38 Universities in Australia @ Enterprise Level
1,900 International Institutions
12,300 K-12 Schools & Districts
1,800 Vocational, Corporate & Government Orgs
•Academic Ranking of World Universities 2014.
** Percentage of Top 50 Times Higher Education Reputation Ranking 2014
100% of Australia’s TOP 100
globally ranked Universities work with Blackboard*
80% of world’s leading academic
institutions work with Blackboard**
Serve 30M users via 19,000+ clients in 100 countries
Company roots in education since 1997
175 Institutions in Australia & New Zealand
With the largest global
community of practice
30M users across
19K customers worldwide
Blackboard Support
Blackboard Offices
Blackboard PD Centres
Blackboard Data Centres
Blackboard Consulting Centres
Partner Headquarters
We serve institutions with diverse needs and goals
66
67
Why Blackboard
Experience and Longevity
We Live and Breathe Education, and the Business Behind it
Solution Breadth and Depth unmatched in the industry
Largest Community, Global Presence
Quality and Innovation at scale
And an experienced management team
Industry Solutions CorporateTechnology & Services
Matthew Small
Senior Vice President and Managing Director,
International
Maurice Heiblum
Senior Vice President
Higher Education, Corporate
& Government Markets
Mark Belles
Senior Vice President
K-12
David Marr
Senior Vice President Blackboard Transact
Mark Strassman
Senior Vice President
Product Management
Katie Blot
Senior Vice President
Education Services
Gary Lang
Senior Vice President
Product Development Support
& Cloud Services
Michael Bisignano
Senior Vice President
General Council
Tracey Stout
Senior Vice President
Marketing
Bill Davis
Chief Financial Officer
Denise Haselhorst
Senior Vice President
Human Resources
Jay Bhatt
President
Chief Executive Officer
Integrating our best-of-breed products…
A unique vision for the future
of learning
Challenging conventional thinking and advancing new models of learningReimagine
Shifting from point products to integrated solutionsRedesign
Evolving beyond the traditional LMS to create a holistic learning and teaching environment Redefine
A world inspired
to learn
Vision
To reimagine education
Mission
Resource Slides
Leap-frogging with Awesome
Software
S
Learners first
Constantly observing
Continually synthesizing
Focused on a single experience
Going back in time – setting the stage!
Going back in time!
79
10’s
To reimagine
education
Our purpose
The new
Blackboard!
UX 2014
90’s
UX 2004
00’s
UX 2008
A New User Experience
in development
Resource Slides
We’re much more than just LMS
– Our Differentiators
S
Student RetentionStudent Engagement
Academic Adoption
Standards Alignment
Blended Learning
Distance Learning
Technology Integration
Graduating Students
Student Enrollment
Rising Costs
Measurement of Success
Workforce Readiness
Training Teachers
Engaging Community
Digital Content
Assessment & Feedback
We understand your challenges
84
Students want…
Better Value
More Choices
Better Results
Education
is becoming
more consumer oriented
Blackboard
takes a holistic,
learner centric approach
ServicesTechnologies Data
87
Integrating our best-of-breed products…
Student Support & Retention
24 X 7 Help Desk
Data Driven Student Retention
Enrollment and Financial Aid
90
Enhance cloud profile In Design
Blackboard Store
For Instructors & course
designers
Personalised Student Page
openeducation.blackboard.com
Australian based web conferencing
• Sydney, Australia
– Complete AU SAS environment and hosting center
for APAC customers
– Includes Mobile, MP4 Conversion, and Integrated
Telephony
– Maintenance windows that conform to local time
zones
• Support for accented characters
Campus solutions
Commerce and security
Resource Slides
Higher Education
Higher Ed Market Trends
99
Students are the consumer
They choose where,
how, and when to get their education
Tech savvy & mobile
Seek course & degree options
Attentive to skills & competencies
Value & outcomes focused
100
New student journey
Jobs &
Careers
Select an
Institution
Enroll in
Courses
Build a
Profile
Connect to Employers Job
Search
Enroll in
Courses
Skills Required Competencies & Skills
Acquire Skills
Multiple Institutions
Choose Degree Graduate School
High School Students Adult LearnersCollege Students
57% LEARNER ENGAGEMENT
Source: 2013 University Experience Survey National Report
102
Attracting
& Enrolling Students
Increased
Competition
Student Success / Workforce
Alignment
Student Support & Retention
Creating a new set of challenges
Varied Learning Styles & Modalities
Operational Efficiency
103
Attracting
& Enrolling Students
Increased
Competition
Student Success / Workforce
Alignment
Student Support &
Retention
Creating a new set of challenges
Varied Learning Styles &
Modalities
Operational
Efficiency
“Business” challenges for
Administrators
“Learning/ Engagement”
challenges for Instructors
Support/ Operational
challenges for CIO/IT
Learner
centr ic
educat ion
Non-
tradit ional
learners
Big-data in
mainstream
Consumer-
preferences/
al ternat ive
models
Onl ine &
mobi le
everywhere
Education 2020
Educat ion
truly global
Non-
tradit ional
learners
Big-data in
mainstream
Consumer-
preferences/
al ternat ive
models
Onl ine &
mobi le
everywhere
Learner
centr ic
educat ion
Resource Slides
Vocational Education & Training
Competency Based Learning
107
Competency Based Learning
Private Cloud
Bundles
111
Blackboard PLUS PlansNow include Academic Change Management
Blackboard Managed Hosting PLATINUM and DIAMOND Plans have now been upgraded to PLUS Plans.
These new PLUS plans include Academic Change Management consulting engagement to help drive adoption of the Blackboard Learn system.
This annual planning process is the first step in providing a foundational and holistic understanding of the technology, integration and resources that will be required to implement and grow the Blackboard Learn System within your institution.
A series of onsite and online activities facilitate a smooth and well-organized implementation or upgrade of the Blackboard Learn System and ensure alignment with your strategic e Learning goals and initiatives.‐
Components include:
• Annual onsite Implementation Planning workshop is focused on creating and maintaining a roadmap for deploying and managing Blackboard Learn successfully at your organization
• What’s New in Course Delivery or What’s New In Academic Collaboration workshops cover both Administrator and Instructor perspectives
• Follow up sessions for reviewing progress, focused GUI enhancement, or risk mitigation.
• Test & Development+: a test environment, 10 hours annually of technical consultation, and two seats in Blackboard Building Block Essentials Online or Blackboard Integration Framework Online.
112
Blackboard Adoption Services. T&L Bundle – Learn more online
The Blackboard Learn More Online training bundle provides a flexible method to train a large number faculty in and to allow an institution to budget training dollars in advance.
The online courses and recorded sessions cover a variety of topics in three different modes of delivery to accommodate diverse learning preferences and busy teaching schedules. Together, the package offers an institution an opportunity to increase adoption significantly and improve course quality.The Learn More Online bundle includes:
100 Seats in any of the following Eight Instructor-Facilitated Online Courses• Getting Started with Blackboard (orientation)• Building Courses (Part 1: Certification)• Enhancing Communication (Part 2: Certification)• Assessing Learners (Part 3: Certification)• Designing Engaging Content (Part 1: Advanced Certification)• Building Online Communities (Part 2: Advanced Certification)• Monitoring Student Performance (Part 3 Advanced Certification)• Evaluating Courses for Effective Instruction (hybrid course – incl 6-hour synchronous training session)
Access to Two Exclusive Best Practices Synchronous Recordings (only available with this bundle)• Building Quality Courses• Ready, Set, Collaborate
Unlimited Seats in Two Self-paced Courses• Introduction to Blackboard• Teaching & Learning What’s New
113
Blackboard Cloud Services
Cloud Services Network Operations Center (NOC) in Virginia, U.S.
Blackboard technology is mission-critical to educational strategy
Follow-the-sun 24x7x365 in-depth coverage
Offering Private Cloud Services since 1999
230+ Full-time resources based in 4 continents
9 production Tier 3 Datacenters around the world
Highly Scalable, Reliable & Redundant Infrastructure
Currently managing 14 petabytes of storage
114
Bb Cloud Services Core Value Proposition
Blackboard Experience
Security
Cost Control
Scalability
Fully Managed Service
Resource Slides
116
Consumers of
Data / Info
Engage with
Apps
Pursue skills &
Competencies
Follow
Employers
Listen to
Peers
Students now choose where, when and how to learn
Attend Multiple
Institutions
We support the new vision for education
118
BLACKBOARD: Aligned to education markets and needs
Emphasis on product quality & innovation
Integrated product sets and workflows
Customized solutions for learning, teaching and education at all levels
Focus on long-term innovation
Streamlined customer account management and partnership
Commitment to industry citizenship
We understand the challenges you face
Engaging parents
Integrating technology in classrooms
Training teachers
Graduating students
Shift of students from consumers to creators
Rising costs and declining funds
Evolution of online learning
Retaining and graduating students
Rise of data-driven learning and assessment
Cost effective teaching & learning
Focus on openness and integration of technology
Engaging and retaining learners
Educating inside and outside the classroom
Connecting with your community
SCHOOLS
FURTHER EDUCATION
HIGHER ED
So we’ve taken a more learner-centric approach
Technologies
Services
Data
With integrated teaching and learning solutions
Parent Engagement Workforce Readiness Blended Learning
Teaching & Learning Skills Development Online Learning
Blended Learning Online Insights
121
SCHOOLSFURTHER EDUCATION
HIGHER
ED
We’re shaping the future of educationWe’re shaping the future of education with big ideas
that challenge conventional thinking and advance
new models of learning. Every day we’re inspiring
people to find new ways to learn, connect and drive
change in the way education is delivered and
experienced. Through technology and services we
bring people closer to the knowledge they seek and
to ways they can change their own education and
their own world for the better.
Experience and insight makes us a trusted partner
73% OF WORLD’S TOP 100 UNIVERSITIES WORK
WITH BLACKBOARD*
SERVE 19,000+ CLIENTS
IN 100 COUNTRIES
123
COMPANY ROOTS IN EDUCATION SINCE 1997
* Times Higher Education World University Reputation Rankings 2014
WE WORK WITH 1,900 INTERNATIONAL INSTITUTIONS
With the largest global community of practice
124
30M USERSACROSS
19KCUSTOMERS
WORLDWIDE
And an experienced management team
125
JAY BHATT
President
Chief Executive Officer
GARY LANG
Senior Vice President
Product Development Support &
Cloud Services
MATTHEW SMALL
Senior Vice President and Managing Director
International
MAURICE HEIBLUM
Senior Vice President
Higher Education, Corporate & Government
Markets
MARK BELLES
Senior Vice President
K-12
MICHAEL BISIGNANO,
Senior Vice President General
Council
INDUSTRY SOLUTIONS CORPORATETECHNOLOGY & SERVICES
DAVID MARR
Senior Vice President Blackboard Transact
BILL DAVIS
Chief Financial Officer
KATIE BLOT
Senior Vice President
Education Services
TRACEY STOUT
Senior Vice President
Marketing
MARK STRASSMAN
Senior Vice President
Product Management
DENISE HASELHORST
Senior Vice President Human
Resources
Mission to reimagine education for global education trends
Education is truly global
Online and mobile everywhere
Big-data in the mainstream
Non-traditional learners
Consumer preferences/alternative models
Learner centric education
Encouraging active learning, the use of innovative teaching approaches and technology, and promoting the adoption of
flexible and varied teaching delivery methods
Learner centric educationLearner engagement
Blackboard innovations for improving
Learner Engagement
Improved PortfolioAvailable Now (April 2014)
Improved Safe Assign IntegrationAvailable Now (April 2014)
Social LearningAvailable Now
Cloud Profile Opt-in and DeleteAvailable Now (December 2013)
Offline Access to Course ContentIn Design
Blackboard innovations for improving Academic
Technology Adoption
Education is truly globalAcademic Technology Adoption
To support staff in the delivery, development and administration of eLearning
Anonymous and Parallel MarkingAvailable Now (April 2014)
LIS 2.0 & Mark ExchangeAvailable Now (April 2014)
User & Module Data
Final Marks
Instructor Grading AppIn Design
Blackboard Store
For Instructors & course
designers
Personalised Student Page
Hijri CalendarIn Design
Conceptual mock-up subject to change without notice
Blackboard innovations for improving
Learner Progression & Retention
To create an empowering environment for student success
Big-data in the mainstreamLearner Progression / Retention
Student EngagementAvailable Now
Instructor Adoption of LearnAvailable Now
Analytics for LearnMobile Activity
Mobile indicator data slicer enables users to
distinguish Mobile Learn access from web
browser access.
Country-specific Analytics for LearnAvailable Now & In Research
• Translation (Arabic, Dutch, Portuguese,
Spanish, Swedish, Danish)
• “Countrified” data, reports and user
experience
Keeping Students Informed
via the Connect Notification Platform
• Enhanced 2-way SMS communication for Lecturers to interact with students from within
Learn
• Extending notifications to mobile apps – via developing 2-way APIs for clients to embed
notifications within their own mobile apps:
– Students receive notifications & reply from mobile app
– Reduces reliance on telco providers
Blackboard innovations for improving
Widening Participation
Expanding access to quality higher education to make the world a better place
Non-traditional learnersWidening Participation
openeducation.blackboard.com
International ExpansionIn June
• Sydney, Australia
– Complete AU SAS environment and hosting center
for APAC customers
– Includes Mobile, MP4 Conversion, and Integrated
Telephony
– Maintenance windows that conform to local time
zones
• Support for accented characters
Mobile: A complete experienceIn Development
Video
Web Tour
Multimedia Library
Private Chat
Conferencing from a Browser: simple and convenientIn Design
High fidelity user experience: clear and compellingIn Design
• Richer Audio
• High Quality Video
• Sharper, Faster
Application Sharing
Blackboard innovations for improving
Student Employability
To strengthen student uptake of Graduate Attributes through Work Integrated Learning opportunities and
ePortfolios
Consumer preferences /
alternative models
Student Employability
Enhance cloud profile In Design
Instructor Grading AppIn Design
Thank You