In 2014, Samsung briefed a reskin to their existing learning platform, aimed at training retail sales staff (people who work in phone shops) on their mobile and wearable devices.
Their existing platform was fully bespoke and heavily locked in to their incumbent. After consultation and a short discovery phase, it was clear it needed more than just a lick of paint if it was to meet their ambitious objectives, and so we recommended a complete re-envisioning of the platform instead.
We proposed using industry standard LMS technology and a more user centred design approach, to deliver them a platform that would not only be much more portable and easier to support, but was also designed around the learning needs and behaviours of their user base.
Samsung Backstage is a robust learning platform, built on industry leading technology (Totara LXP). But it's also a highly effective product-led programme of work. Part of its early success and continued effectiveness and growth was the establishment of a dedicated production team, managing the full product lifecycle from strategy, discovery, design, development and content creation to configuration, content management, delivery and in life support.
The team are continuously learning from feedback and insights shared by the engaged user base and field teams, to produce a strong pipeline of optimisations, enhancements and new features. That continuous improvement mindset has been crucial to maintaining share of mind in a highly competitive marketplace.
The platform today is fully responsive, with web and native Android and iOS apps. Bringing together expertise across UX, learning design, LMS technology and brand marketing, the user-centric approaches to navigation, learning content, reward and recognition have been refined based on 7 years of data insights and user feedback into a highly engaging and effective learning experience.
The platform, coupled with the product management and content production processes we put in place to support it, has consistently delivered significant savings on online training costs for the client, year on year.
In an industry with high rates of staff turnover, the programme has also built strong user engagement and knowledge retention levels across an active user based representing around 50% of the total audience.
The business benefits speak for themselves: stores with engaged users demonstrated 2.7x incremental sales over stores without, and 1.5x higher NPS.
Awards:
Winner - The Drum Content Marketing Awards (2019)
Finalist - Learning Technology Awards (2016)
Winner - I Sell Mobile Awards (2015)
