SiTEL LMS Focus Group Executive Summary Prepared: January 25, 2012

Focus Group Objective  Obtain candid feedback on a proof of concept for the next version of the LMS  Overall reactions (positive and negative)  Perceived strengths  Suggested improvements

 Two focus group sessions  Learner cases – held Wednesday, January 18, 2012  Educator and manager cases – held Friday, January 20, 2012  16 total participants (8 in each session)  Input collection methods  Verbally and via chat during online session  Individual input forms (7 returned) Focus Group Process

Key Findings 1.The proposed UI in the proof of concept was perceived as modern, interactive, inviting, and user-friendly.  Coming from current system to this new look, is great. It looks modern and interactive. Might encourage more use on the site.  The design follows familiar patterns that helps users to quickly adapt and focus on the SiTEL content and features. 2.Several of the new design elements proposed in the new design were perceived as helpful to the user and address concerns with current system.  Excellent combination of visual and verbal information.  Liked the ease of getting to all tasks from overview page

Key Findings (Continued) 3.Overall participants find the system highly usable.  System Usability Scale (SUS) - Individuals participants provided ratings on a 5-point scale where 5 represented strongly agree and 1 represented strongly disagree. System Usability Scale Items12345 I feel confident that I could use the LMS to accomplish the tasks demonstrated today on my own % (1) 29% (2) 57% (4) I think that I would need to ask a lot of questions to know how to use the proposed LMS. 29% (2) 57% (4) 14% (1) -- I think that most people would be able to figure out how to use this LMS very quickly % (4) 29% (2) 14% (1) Figuring out how to use this LMS appears to be difficult. 29% (2) 71% (5) --- I think that this LMS will be easy to use % (4) 29% (2) 14% (1)

Key Findings (Continued) 4.Users are looking for flexibility and options for how they use and customize the system to the unique needs of their organization.  One participant asked if it is possible to provide a different course number for their courses.  I would like to have content that could be accessed as needed, as a “read only”, such as the videos on products that are not used often. 5.Reports and reporting is a concern and area of opportunity for the system.  What about viewing multiple cost centers separately?

Key Findings (Continued) 6.Accessing help and learning the new terms used in the system is a concern amongst users.  We will need to educate everyone on the new terminology: e.g. Instructor led Course, On Demand, Activity Director etc.  Lots of staff forget password and log in, and as a result have created 2 nd accts, versus calling Help Center 7.Participants indicated some specific suggestions for certain aspects of the proposed LMS UI.

Recommendations  Overall the findings do not suggest that any major changes are required to the overall design and layout of the proposed UI for SiTEL LMS. (Findings 1, 2, and 3)  The feedback gathered from the focus groups does provide useful information for future wireframes Monarch Media will develop as well as feedback to site owners regarding desired feature sets. (Findings 4 and 5)

Recommendations (Continued)  Finding six dealt with participant’s concern for user support as they learn this new system. Monarch suggests:  The help section remain robust, as it is in LMS 2.0  Continue to distribute contextual help icons throughout the system  Use system features such as announcements/inbox to facilitate targeted and regular communication and education  with link to video tour available upon first login  Did you know type announcements with bite-size information  Bi-weekly “labs” to demonstrate “how-to” information for advanced tasks

Recommendations (Continued)  The group brought up several specific suggestions for the UI – described under finding seven in the full report. Based on the suggestions, we propose the following:  Add an icon or color to the catalog results to indicate availability  Consider moving the catalog filter options to the right side of the page  Add the course expiration date to the “New Rollout” form to indicate when the course expires  Add a section to the course creation form for specifying “prerequisites” (include a checkbox on first screen)  Allow users to specify equivalent course names and numbers when creating a course (include a checkbox on first screen)  Add a “Go” button to the course details page/course content tab to indicate where users can launch the next piece of content