Introduction:

One of the largest volume specialty retailers of consumer electronics, personal computers, entertainment software and appliances in the US had launched an e-learning Portal to add value to their core product offerings. However, the client wanted to establish a recurring relationship through content with the client. The client’s goal was to offer interactive courses/guides to users on specific products as product categories and provide the user with an interactive digital experience.

Client’s Problem:  

 With the above redefined agenda the client wanted to develop a completely new portal with new courses that would provide an interactive digital experience to the learner. Customers' reluctance to read large manuals had to be overcome by providing an interactive digital experience. The objective was to establish an ongoing relationship between the Company and the Customer.

The basic objective was to provide learning with fun and make learning enhanced and engaging, and provide a completely new experience. The courses were available to the customer on the purchase of a CD that had a CD key. The courses that were available to a customer were specific to the CD that the customer bought from any of the 500 plus stores of the client. However, the customer could visit the portal without the CD key also. The client wanted to present an interactive experience wherein the customer would have technical support all the time from the client.

Our Solution:

FCS provided the following solution after assessing the requirements of the client.
The complete application was broken up into three separate modules:
i)The new platform
ii) Interactive Experience
iii) Package Design

The Platform:

This was the e-learning Portal hosting all the available courses from the client. This platform served as a one stop solution for addressing all product related training, installation details & queries to users.

Target Audience:

Client's customers & other end product users.

Restricted Access:

All the courses available on Learning place had restricted access.
The users got a CD from Best Buy containing a key inside the CD cover. First time users needed to enter the CD key provided to create their account with username & password of their choice.

Information Architecture:

Home Page
- Login
- My account
- Register your CD key
- Special offers
- Demo courses
- Feedback
- Help desk
- Learning resources
- Catalog
- Product finder
- Technical requirements
- Feedback
- FAQs
- About Best Buy
- Site map
- My account

Chat, e-mail and Phone - 24-hour live technical support was provided to users. Customers could call directly on a toll free number, chat or send an e-mail and find instant support on any technical issues.

Interactive experience:

Three interactive courses were developed to provide an enhanced learning experience.
These were:

1. Personal Digital Assistant.
2. My computer and Windows XP.
3. Digital Imaging.

These courses were highly interactive and provided the customer a learning experience for their products.

More than 12 outsourced courses were also integrated with the portal.

Package Design:

FCS also generated the CD keys that were placed on the CD’s which were sold from the Client's stores. These keys were course specific and provided access to the customer to that specific course for which the CD was purchased.

Technology: