Augmenting Your Learning Reality

1

Global Customer Lifecycle SM

Augmenting Your Learning Reality AR’s Place in Training and Development

July 17, 2014 1:00pm EST | 10:00am PST

2 Copyright 2014. Confidential – Distribution prohibited without permission

$457M Market Leader in Content Globalization Services

About Lionbridge

Global-Scale Market Leader

Leadership position in multi-billion dollar globalization services industry

• Create, translate, adapt and test global products and content

• Global scale program management across 26+ countries

Recurring Base of Global 1000 Customers

Recurring relationships with 800+ clients

• 95% of revenue comes from recurring clients of 1+ years

• Top clients include Microsoft, Google, Rolls-Royce and HP

Proven Solutions for Training Sector

15+ Years in Training Industry

• Top 20 Training Outsource Provider

• Brandon Hall Gold Award winner for Unique Learning Technology

• Expertise in global e-learning and mobile learning development


Wendy Farrell

• e-Learning Consultant with over 20 years of experience

• Presented for CLO Magazine, TechLearn, Online Learning, e-Learning Guild, and SXSW conferences

• Award-winning work includes 2 Brandon Hall Gold Medals for Excellence in e-Learning

Jacques Pondaven

• e-Learning Consultant with over 20 years of experience

• Leads seminars and workshop on eLearning

• Cofounder and Director of an E-learning Company and R&D on automated authoring tool

Today’s Panel

• [email protected]

• [email protected]

Copyright 2014. Confidential – Distribution prohibited without permission

Current State of Augmented Reality


• AR has been used in movies for the last 2 decades

• Most movies were picturing a reality that takes place in the next 100 years

• Obviously, AR is developing much faster than we thought

The AR as a passed futuristic


Types of Augmented Reality

• Location-based • Marker-based

QR codes Pattern Virtual buttons

• Markerless Image recognition 3D


How AR is Used – Now and in Future

• Future

Training and education

Consumer support

• Now

Marketing

Gaming

Military

Healthcare

Picture Source: http://www.pocket-lint.com/news/108890-best-augmented-reality-in-movies

http://www.pocket-lint.com/news/108890-best-augmented-reality-in-movies















Augmented Reality for Customer Support:

A Case Study


Customer Support @ HP – An AR Pilot

• Looking for innovative, high-tech ways to improve the customer support experience

• Goal: Explore how AR might be used for customer support, reduce support costs, improve customer satisfaction

Use device camera to identify product based on printer profile & texture.

Use the device camera to identify the error (low ink)

by comparing stored image of error message to actual LCD message.

Based on model number & error message, describe the steps to perform the

task.

Display steps for replacing the cartridge

using 3d graphics & animations overlaid on the live camera view.


HP’s Support Application

• 2014 Best Advance in Unique Learning Technology

• Augmented Reality for Customer Support


Process

Define requirements

Research and select technology

Build prototype

Test and refine

Expand solution (more and other products)


AR Tools & Technology


What We Learned

YouTube ≠ Reality

Markerless – better learning experience, but less forgiving

Distinctive textures and patterns required

Lighting and environment are critical

Adhesion must be strong

Native vs. web app - file sizes must always be small


Reality of Augmented Reality


Benefits to learners

Easy to understand

Simplifies complex

tasks

Increases customer confidence

More convenient and Globally neutral

Faster time to

competence and completion


Challenges

Environment & 3D Recognition

• Physical location

• Inconsistent lighting

• Backlights on screen tasks

• Reflective surfaces

• Product similarity

Human Factor/Ergonomics

• Only 2 hands

• Comfort with mobile technology and devices

• BYOD

• App needs to be forgiving (angle, accuracy, lighting)

Technical Issues

• File sizes, data plans

• Devices, operating systems

• Picture quality vs. load time

• Native vs. web app

Design

• Choosing content: simple vs. complex tasks, number of steps, ease of chunking

• Marker-based vs. markerless

• Add-on features – social networking, ads, purchases

• Legal issues

• Totally different approach than traditional unassisted support.


Is AR Right for You - Considerations

Balance learning efficiency with costs

Consider AR as part of your “content + app integration”

strategy

What is your AR value proposition? Customer

satisfaction? Education? Image enhancement? Cool

factor?

Consider prioritizing use of AR (80/20 rule)

Consider regulations Consider distribution (operating systems,

devices, native vs. web app)

Consider add-ons

• Ads?

• Data collection

• Location

• Link to websites

• Purchases?


Cost, Quality, Involvement


Augmented Reality: the next big thing?


A new trend, really?

6 300 1 months USD Billion USD

Before the Google Glass hit the

market

Estimated price for a pair of GG

Estimated market value by 2018*


Where will AR fit in the near future?


AR: the paradigm shift

Before AR Computers give you access to the biggest library ever

With AR The right book will open at the right page for you

23

Global Customer Lifecycle SM

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