Talis Aspire - Delivering Success through the Customer Experience

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A presentation on helping customers succeed in their implementation of Talis Aspire. Originally delivered at the Talis Aspire Day in Northumbria on the 13 May 2009

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shared innovation™

Delivering Success through the Customer Experience

Ian Corns, Customer Experience Champion

13th May 2009, Northumbria University

shared innovation™

What makes a product successful
from the customer‟s perspective?

shared innovation™

By providing „features‟ that address problems and goals…

…build an experience that enables the customer to succeed

http://n.b5z.net/i/u/10002946/i/bigstockphoto_Success_1632895.jpg

You cannot succeed with just software
shared innovation™

Project Management Integration

Business Process Data
Analysis Conversion
Training and
Education
Marketing and
Design
User Assistance

Helpdesk

Community
Documentation

http://thebassguy.com/july07/cdstack2bw_w.jpg

The customer experience…so far…
shared innovation™

http://www.talis.com/aspire/

Implementation Process
shared innovation™

Project
Project
Order
“Welcome
Kick-Off
Received
Webinar”

Implementation

Data VLE Tenancy Business &
Authentication
Conversion Integration Configuration Operational

“Live” &
Launch

Going Forward

Dual Lecturer Service Community
Running Engagement Marketing Participation

Project Welcome Webinar
shared innovation™

• Who should attend?

• Introduce Project Wiki

• Introduce Pre-Implementation Questionnaire (PIQ)
• Strategic
• Technical
• Practitioner
• General

• Arrange Kick-Off

Project Kick-Off
shared innovation™

• Review Pre-Implementation Questionnaire (PIQ)

• Agree:
• Goals
• Scope
• Stakeholders
• Tasks
• Priorities and Sequence
• Timescales

http://www.flickr.com/photos/jurvetson/2542450115/sizes/l/

Implementation: Data Conversion
shared innovation™

• Analysis & Specification

• Conversion & Customer Review (Iterate)

• Final Conversion & Sign-Off

Implementation: Data Conversion
shared innovation™

Implementation: Authentication
shared innovation™

• Understanding your set-up

• Setup at Talis

• Setup at customer

• Optional: Integration with student registry

• Testing

• Sign-Off

Implementation: VLE Integration
shared innovation™

• Understanding what you want to do:
• Now
• Future

• Depending on scenario‟s:
• Talis-driven
• Customer-driven
• Community-driven

Implementation: Tenancy Configuration
shared innovation™

• Style/Branding

• URL Agreement

• Google Analytics

• Bookstore Integration

Implementation: Business and Operational
shared innovation™

• Marketing Strategy

• Feedback Channels

• Post-Implementation Strategy

• Support

• Training

Going Forward, Sensible Steps
shared innovation™

Project
Project
Order
“Welcome
Kick-Off
Received
Webinar”

Implementation

Data VLE Tenancy Business &
Authentication
Conversion Integration Configuration Operational

“Live” &
Launch

Going Forward

Community
Dual Lecturer Service
Participation
Running Engagement Marketing

http://www.flickr.com/photos/22815691@N06/2342368861/

It’s a long road…
shared innovation™

But it‟s a straight road…
With not too many bumps…

And there‟s light on the horizon…

http://www.flickr.com/photos/johnson7/1436307602/sizes/o/

Conclusion
shared innovation™

http://n.b5z.net/i/u/10002946/i/bigstockphoto_Success_1632895.jpg

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Talis Aspire - Delivering Success through the Customer Experience

1. shared innovation™ Delivering Success through the Customer Experience Ian Corns, Customer Experience Champion 13th May 2009, Northumbria University

2. shared innovation™ What makes a product successful from the customer‟s perspective?

3. Problems and goals shared innovation™

4. shared innovation™ By providing „features‟ that address problems and goals… …build an experience that enables the customer to succeed http://n.b5z.net/i/u/10002946/i/bigstockphoto_Success_1632895.jpg

5. You cannot succeed with just software shared innovation™ Project Management Integration Business Process Data Analysis Conversion Training and Education Marketing and Design User Assistance Helpdesk Community Documentation http://thebassguy.com/july07/cdstack2bw_w.jpg

6. The customer experience…so far… shared innovation™ http://www.talis.com/aspire/

7. Implementation Process shared innovation™ Project Project Order “Welcome Kick-Off Received Webinar” Implementation Data VLE Tenancy Business & Authentication Conversion Integration Configuration Operational “Live” & Launch Going Forward Dual Lecturer Service Community Running Engagement Marketing Participation

8. Project Welcome Webinar shared innovation™ • Who should attend? • Introduce Project Wiki • Introduce Pre-Implementation Questionnaire (PIQ) • Strategic • Technical • Practitioner • General • Arrange Kick-Off

9. Project Kick-Off shared innovation™ • Review Pre-Implementation Questionnaire (PIQ) • Agree: • Goals • Scope • Stakeholders • Tasks • Priorities and Sequence • Timescales http://www.flickr.com/photos/jurvetson/2542450115/sizes/l/

10. Implementation: Data Conversion shared innovation™ • Analysis & Specification • Conversion & Customer Review (Iterate) • Final Conversion & Sign-Off

11. Implementation: Data Conversion shared innovation™

12. Implementation: Authentication shared innovation™ • Understanding your set-up • Setup at Talis • Setup at customer • Optional: Integration with student registry • Testing • Sign-Off

13. Implementation: VLE Integration shared innovation™ • Understanding what you want to do: • Now • Future • Depending on scenario‟s: • Talis-driven • Customer-driven • Community-driven

14. Implementation: Tenancy Configuration shared innovation™ • Style/Branding • URL Agreement • Google Analytics • Bookstore Integration

15. Implementation: Business and Operational shared innovation™ • Marketing Strategy • Feedback Channels • Post-Implementation Strategy • Support • Training

16. Going Forward, Sensible Steps shared innovation™ Project Project Order “Welcome Kick-Off Received Webinar” Implementation Data VLE Tenancy Business & Authentication Conversion Integration Configuration Operational “Live” & Launch Going Forward Community Dual Lecturer Service Participation Running Engagement Marketing http://www.flickr.com/photos/22815691@N06/2342368861/

17. It’s a long road… shared innovation™ But it‟s a straight road… With not too many bumps… And there‟s light on the horizon… http://www.flickr.com/photos/johnson7/1436307602/sizes/o/

18. Conclusion shared innovation™ http://n.b5z.net/i/u/10002946/i/bigstockphoto_Success_1632895.jpg

19. Questions shared innovation™

20. TM shared innovation

Hinweis der Redaktion

I’m going to start by asking the question…<click – read the question>There’s many strands to this – I’m going to focus on two of them…

Talis Aspire - Delivering Success through the Customer Experience

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