Attains Total Learner Engagement with a Responsive, Gamified LMS platform CASE STUDY

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1 Attains Total Learner Engagement with a Responsive, Gamified LMS platform CASE STUDY

2 The Client Fitness First (FF) is a leader in the global health and fitness industry with more than 370 clubs across 16 different countries and a total of 1 million members. The DNA of the brand is that fitness gives people the confidence, energy and self-belief to go further in life. This drives Fitness First to inspire people to work on their fitness in a way that suits their lifestyle and fits their increasingly busy lives. This is brought about through its new fitness philosophy, innovative fitness products, an enhanced club environment, a focus on service and expertise, and a connected fitness platform.

3 Business Need Fitness First is guided by its fitness philosophy, which is rooted in the belief that 'people motivate people, not machines'. This has resulted in a significant investment being made in training its staff to become a support team of experts, motivators and coaches. It's a promise that FF realises to its 1 million+ members of always having access to expertise, and a commitment to its 8,000+ strong staff, from the CEO to the receptionist, of being qualified and trained. To this extent, for training its staff, FF relied heavily on Instructor Led Training (ILT) or on managers to upskill their teams and provide them with knowledge required for their role. As far as knowledge management resources and access to just-in-time learning opportunities or performance support was concerned, Fitness First had limited channels. There was no central place for employees to go and gain knowledge, information, data or even communicate with each other for knowledge sharing. FF indentified the need for a best-in-class Learning Management System (LMS) that could help it in providing its staff (employees) with resources to learn new things (Aim Higher), supporting them to make fitness a part of their lives (Love What We Do) and, to others in general, demonstrating that FF provides internal services that sets it apart from other employers (We Care). The prime requirement called for a fully equipped platform capable of providing engaging, interactive and flexible learning environment to users. FF's key objectives were to: Increase access to training, Fitness First tools and resources through a cutting edge learning portal that entices users to get involved and develop themselves at their own time and pace. Deliver a unified, responsive learner experience across desktops, tablets and smart phones for staff members anytime and anywhere regardless of their role. Create a highly interactive learning environment to reinforce brand values, encourage take up fitness goals, and facilitate knowledge retention as well as employee engagement.

4 In UpsideLMS FF found a Learning Management System that met its objectives on all levels. UpsideLMS was selected ahead of the competition thanks to the flexibility and affordability of the UpsideLMS platform. Based on FF's requirements, UpsideLMS was custom branded to emulate the look and feel of a website, rather than a traditional LMS. And thus came in being 'Fitness First Inspire', a responsive platform designed to provide a high quality user experience, which upheld the external Fitness First brand internally too. The Solution Most of FF's requirements were fulfilled with UpsideLMS' comprehensive feature set as an outof-the-box implementation, with some being custom developed for the client.

5 Key features of the implementation included: 1 A personalised learning experience UpsideLMS enabled FF's entire team to access online courses, learning resources as well as an extensive employee development programs tailored to its brand values, anytime. So the team members not only had access to elearning quickly and easily, but they also had face-to-face training records and FF certification for completed modules at their fingertips. FF too could track and review the progress of its learners (employees). The Solution 2 Custom branding UpsideLMS was custom branded to reflect Fitness First's employee branding throughout, and become a brand of its own 'Inspire', which goes hand in hand with its people promise of 'Be Inspirational'. This made UpsideLMS an extension of Fitness First's website rather than a separate entity, thereby delivering a consistent and high-end user experience. 3 Multi-device Responsive Learner access UpsideLMS being multi-device responsive provided a seamless user experience to all learners across devices namely desktops, tablets and smart phones, browsers and platforms too. Hybrid apps developed for ios and Android allowed learners to access the learning materials and resources through their mobile devices anytime and anywhere.

6 Key features of the implementation included: 4 Employee Engagement Learning engagement in FF s learning platform has been brought about by UpsideLMS cutting edge social learning tools like Communities, Expert Blogs, Network, Recommendations etc. FF employees are able to connect socially with colleagues, share best work practices, updates, ideas, success stories, learnings, and motivate/ inspire fellow learners. The Solution FF employees now have an instant and easy access to the learning resources library. They can even receive relevant certification programme supporting materials and gain business knowledge through UpsideLMS' Knowledge Collaboration Tools like Fitness First Wiki, Document Library, Video Library and FF links. UpsideLMS components activated for FF are: elearning and Classroom Management SCORM and AICC compliance Assessment & Survey Module Custom built Automated Message Notifications MIS & Reporting Social Learning & Knowledge Collaboration Certification

7 1 External Certification Upload A facility for uploading professional certifications gained from any external program (outside of FF) onto UpsideLMS was custom developed for FF employees. This helped in maintaining a complete training record of the employee, and tracking and approving employee compliance training certifications. 2 Moderation for User Generated Content UpsideLMS Differentiator For the User Generated Content (UGC) in UpsideLMS, through its Social Learning and Knowledge Collaboration modules, Fitness First required its client admin to be able to moderate all content. Upside Learning proposed a post moderation approach with a 'Report Abuse' facility, which enabled learners to notify the client admin regarding obscene or inappropriate content uploaded by other learners 3 Custom Bell Notification Inspired by Facebook's notification feature, a Bell Notification feature was implemented in FF's UpsideLMS. A bell shaped icon displaying the number of notifications received and their details was included as a part of the LMS' top menu bar.

8 4 Gamification To increase the adoption and promote the usage of the LMS platform for both learning and communication, Fitness First required a game-based model to be implemented in UpsideLMS. UpsideLMS Differentiator For Fitness First, Upside introduced Leaderboard - a game mechanic that rewarded learners with badges and points. It worked on a simple principle of pre-defined criteria fulfillment that affected the learner's badge count and thereby the leaderboard position. Leaderboard, being visible to all the learners, made it a super-competitive engagement machine as learners were encouraged and driven to beat each other to gain the top spot. 6 Custom Reports Apart from the standard LMS reports that UpsideLMS is shipped with, new reports were introduced for custom-built modules like External Certification Upload and Gamification. 7 24x7 Technical Support UpsideLMS' free, round-the-clock technical support gave FF an added assurance of a platform that works uninterrupted, and to its learners it provided an enhanced learning experience anytime, anywhere. 8 User-friendly Interface with enhanced UX UpsideLMS' web 2.0 intuitive interface is designed for ease-of-use. This is supported by helpful features for Admin and Learners around Password security, Password Reset, Self Registration Workflows, and much more that enhance the overall user experience for FF's learners and admins alike.

9 Highlights When the time came for us to choose a provider to build and launch our LMS we needed a business that understood our unique requirements for a learning platform that would allow us to deliver a better training experience for our teams but also understood the power of social media and social learning to help us connect our communities across multiple sites and build a collaborative learning culture. After considering a number of providers, we ultimately chose Upside because of their ability to identify and champion these requirements whilst also offering strong technical support post-launch. This was clearly demonstrated in each touch point of our relationship as Upside worked with us to build a unique solution. In addition to this Upside offered great value overall compared to its peers in the market making our decision on who to partner with a very easy one! Admin level moderation for User Generated Content Facility provided to learners to upload professional certifications from any external program (outside of FF) Social Learning and Knowledge Collaboration tools used to provide a unique way for learners to learn from one another in an informal way Training and performance support made available to learners anytime, anywhere on any device of their choice UpsideLMS custom branded inline with FF's corporate branding and called 'Fitness First Inspire' Gamification, with badges and leaderboard concept, introduced to increase learner adoption of the learning platform and encourage usage - Peter Madden National Learning & Development Manager

10 Business Benefits With one central system, the overall training function became very coherent and easier to manage. Increased employee engagement Increased speed to induct and meet required knowledge base to deliver role Reduced costs associated with induction training Improved awareness of Fitness First's products and services for all employees. Increased flow of communication between team members Increased speed to communicate to all levels of the business Improved perception of the company's investment in individuals development Reduced long term spend on printed material and training resources

11 Engagement Model 1 License Subscription + Hosting + Support The client purchased an annual renewable license to use UpsideLMS for internal users, starting with a multiyear contract for 4500 users. This covered all the elements of system deployment like hosting, implementation and installation, providing a hassle free solution for the client. 2 The system is hosted by Upside Learning in an AUSbased data center. The server is dedicated to Upside Learning and in turn dedicated for the client's LMS hosting. Upside Learning provides Level 2 support (on and phone) to designated client administrators. 3 For Support: Support Manager 1 Dedicated Support Executive 1 Support Team Developer (on need basis)

12 Technical Highlights UpsideLMS runs on Apache Tomcat 7.0 and MS SQL Server 2012 on Windows Server 2014 server. The server is physically located in Australia and is dedicated to Upside Learning.

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