Bb Education on Tour | Students as Customers | Bb Transact and Student Services | Steve Watt, Regional Vice President, Sales, A/NZ

2. “Education
is becoming
more consumer oriented”
Students as Customers
Steve Watt
Regional Vice President
Blackboard, Australia & New Zealand

3. Congratulations on your new role!

4. Congratulations on your new role!
You’ll be
Macho &
Chiseled
Association

5. Congratulations on your new role!
You’ll be
Macho &
Chiseled
Association

6. You have new competition!

7. 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…”

8. Your brief
1. What key problems does
this gym need to
recognise?

9. Your brief
2. What are some
recommendations we could
make to address these?

10. Your brief
3. What are the likely
implications if is this gym
makes no changes?

11. “To satisfy the
customer, is
the mission
and purpose
of every
business”
- Peter Drucker

12. 53%
Source: 2013 University Experience Survey National Report

13. Students as customers
50
55
60
65
70
75
80
85
90
Skills
Development
Learner
Engagement
Teaching
Quality
Student
Support
Learning
Resources
Quality of
entire
educational
experience
Quality of
teaching
Focus areas Questionnaire items
2012
2013
University Experience
Survey National Report ,
March 2014

14. 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

15. A Service Gap Exists
15
NEEDSANDEXPECTATIONS
TIME
WIDENING
SERVICE GAP
Increased expectations and demand doesn’t always mean
increased resources, so the institutional workload pays the price

16. 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

17. 19
Learning Management
System Support
Hardware/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

18. Blackboard Student Services: Service Center Dashboard
23

19. Blackboard Student Services: Service Center Dashboard
24

20. 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

21. Students as Customers On Campus…
26

36. Multifunction
Vending Door Access
Contactless Solutions

37. ID Card Technologies
Magnetic Stripe Proximity Contactless
• FeliCa
• Mifare Classic 1K & 4K
• Mifare DesFire

38. With Blackboard Transact you can be ready for the future now!

39. Education
is becoming
more consumer oriented

40. Student Retention
Student 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

41. Blackboard
takes a holistic,
learner centric approach
ServicesTechnologies Data

42. 48

44. Thank You!
Reimagine Education
Join the conversation:
facebook.com/blackboardapac
BlackboardInc
linkedin.com/company/blackboard
@BlackboardAPAC
@Blackboard and @uxmoose
blog.blackboard.com

45. Video Placeholder

46. Main Topic
Placeholder
>> Insert slides here on your main
topic for the presentation <<

47. future

48. END

49. Resource Slides
Who we are

50. 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

51. 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

52. With the largest global
community of practice
30Musers across
19Kcustomers worldwide

53. Blackboard Support
Blackboard Offices
Blackboard PD Centres
Blackboard Data Centres
Blackboard Consulting Centres
Partner Headquarters

54. We serve institutions with diverse needs and goals
66

55. 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

56. 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

57. Integrating our best-of-breed products…

58. 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 environmentRedefine

59. A world inspired
to learn
Vision
To reimagine education
Mission

60. Resource Slides
Leap-frogging with Awesome
Software

61. S

62. Learners first

63. Constantly observing

64. Continually synthesizing

65. Focused on a single experience

66. Going back in time – setting the stage!

67. Going back in time!
10’s
To reimagine
education
Our purpose
The new
Blackboard!
UX 2014
90’s
UX 2004
00’s
UX 2008

68. A New User Experience
in development

69. Resource Slides
We’re much more than just
LMS – Our Differentiators

70. S

71. Student Retention
Student 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

72. 84
Students
want…
Better Value
More Choices
Better Results

73. Education
is becoming
more consumer oriented

74. Blackboard
takes a holistic,
learner centric approach
ServicesTechnologies Data

75. 87

76. Integrating our best-of-breed products…

77. Student Support & Retention
24 X 7 Help Desk
Data Driven Student Retention
Enrollment and Financial Aid

78. 90

79. Enhance cloud profile
In Design

80. Blackboard Store
For Instructors
& course
designers
Personalised
Student Page

81. openeducation.blackboard.com

82. 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

83. Campus solutions

84. Commerce and security

85. Resource Slides
Higher Education

86. Higher Ed Market Trends

87. 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

88. 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

89. 57%
Source: 2013 University Experience Survey National Report

90. Attracting
& Enrolling
Students
Increased
Competition
Student Success /
Workforce
Alignment
Student Support
& Retention
102
Creating a new set of challenges
Varied Learning
Styles & Modalities
Operational
Efficiency

91. Attracting
& Enrolling
Students
Increased
Competition
Student Success
/ Workforce
Alignment
Student
Support &
Retention
103
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

92. Learner
centric
education
Non-
traditional
learners
Big-data in
mainstream
Consumer-
preferences/
alternative
models
Online &
mobile
everywhere

93. Resource Slides
Vocational Education &
Training

94. Competency Based Learning

95. 107
Competency Based Learning

98. Private Cloud
Bundles

99. Blackboard PLUS Plans
Now 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.
111

100. 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
112

101. Blackboard Cloud Services
113
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

102. Bb Cloud Services Core Value Proposition
114
Blackboard Experience
Security
Cost Control
Scalability
Fully Managed Service

103. Resource Slides

104. 116

105. 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

106. 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

107. 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

108. So we’ve taken a more learner-centric approach
Technologies
Services
Data

109. With integrated teaching and learning solutions
Parent Engagement Workforce Readiness Blended Learning
Teaching & Learning Skills Development Online Learning
Blended Learning Online Insights
121
SCHOOLS
FURTHER
EDUCATION
HIGHER
ED

110. We’re shaping the future of education
We’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.

111. 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

112. With the largest global community of practice
124
30M USERS
ACROSS
19KCUSTOMERS
WORLDWIDE

113. 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
CORPORATE
TECHNOLOGY &
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

115. 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

116. Encouraging active learning, the use of innovative teaching approaches
and technology, and promoting the adoption of flexible and varied
teaching delivery methods
Learner centric education
Learner engagement
Blackboard innovations for improving
Learner Engagement

117. Improved Portfolio
Available Now (April 2014)

118. Improved Safe Assign Integration
Available Now (April 2014)

119. Social Learning
Available Now

120. Cloud Profile Opt-in and Delete
Available Now (December 2013)

121. Offline Access to Course Content
In Design

122. Blackboard innovations for improving Academic
Technology Adoption
Education is truly global
Academic Technology Adoption
To support staff in the delivery, development
and administration of eLearning

123. Anonymous and Parallel Marking
Available Now (April 2014)

124. LIS 2.0 & Mark Exchange
Available Now (April 2014)
User &
Module Data
Final Marks

125. Instructor Grading App
In Design

126. Blackboard Store
For Instructors
& course
designers
Personalised
Student Page

127. Hijri Calendar
In Design
Conceptual mock-up subject to change without notice

128. Blackboard innovations for improving
Learner Progression & Retention
To create an empowering environment for student success
Big-data in the mainstream
Learner Progression / Retention

129. Student Engagement
Available Now

130. Instructor Adoption of Learn
Available Now

131. Analytics for Learn
Mobile Activity
Mobile indicator data slicer
enables users to distinguish
Mobile Learn access from
web browser access.

133. Country-specific Analytics for Learn
Available Now & In Research
• Translation (Arabic,
Dutch, Portuguese,
Spanish, Swedish,
Danish)
• “Countrified” data,
reports and user
experience

134. 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

135. Blackboard innovations for improving
Widening Participation
Expanding access to quality higher education to
make the world a better place
Non-traditional learners
Widening Participation

136. openeducation.blackboard.com

137. International Expansion
In 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

138. Mobile: A complete experience
In Development
Video
Web Tour
Multimedia Library
Private Chat

139. Conferencing from a Browser: simple and convenient
In Design

140. High fidelity user experience: clear and compelling
In Design
• Richer Audio
• High Quality Video
• Sharper, Faster
Application Sharing

141. 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

142. Enhance cloud profile
In Design

143. Instructor Grading App
In Design

144. Thank You