bb education on tour | students as customers | bb transact and student services | steve watt,...

“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

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Qua

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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