Teaching Experience

Mairi Macintyre, Celine Martin and Chris Evans

WMG, University of Warwick, UK

Blended Learning

Technology Enhanced Learning

Provision of tools to enable independent problem solving

Acquisition of technological skills through practice

Greater repository for information

Consistent delivery

Classroom Learning

Live instruction

Student/lecturer interaction

Instant feedback

Varied delivery styles

Greater engagementOpportunity for agile material

Learning through testingImproved cohort morale

Reflection

What are the limits?

Pedagogy of scarcity

Pedagogy of abundance

Technology EnhancedLearning

We have the technology …

KnowledgeRepository

What is the learning?What are we

teaching?

JACKSON, F. 1982. Epiphenomenal Qualia. Philosophical Quarterly, 32, 127–136Aristotle, Nicomachean Ethics

Know How

Phronesis

Experience

Epiphenomenal qualia

Know How

Phronesis

Experience

Epiphenomenal qualia

The ConceptBuilding the experience

A customer’s emotional response motivates them to:

Eat at that restaurant again

Subscribe to that media provider again

Tell all of their friends about their great experience

We can consider an experience to be a set of emotions

This also applies to a failure recovery situation

Emotion in Service

The central goal of service design and delivery is to define and elicit favourable customer emotions

Source: Dhaliwal, J. S., Parry, G., Macintyre, M., Huang X., Understanding Services: The Customer Response in Macintyre, M., Angelis, J., and Parry, G. eds., 2011 Service Design and Delivery, Bill Hefley Service Science Series, Springer. New York

SynopsisNeed for implementation

Develop student capability to transfer key learning

points (from the lectures) to an academic simulation

(a safe environment) to industry (real life)

Audience

Postgraduate level

Full-time and Part-time (Executive Programme)

Global delivery

The base layer to be kept ‘simple’One person can deliver overseas,

one person can facilitate from anywhere

The Scenario

Meaningless Mission

Statement and USPs

Growing but

competitive market

Opportunity for long

term business growth

Team responsible for

a delivery company

Class dynamics Forming Low level expectation

StormingDisruptive event

Feeling of unease

Norming Roles and personalities

Performing Different status networks

Design ImplicationsFrom standard to personal

Simulation layers

Base layerCore narrative

+ Layer 2Interactive Twitter, website and email

+ Layer 3Gamification

+ Layer 1Initial simulation

Full Technology Enhanced Learning experience?

Twitter

Multi-technology approach

VideoLive Text

Chat

Forums

Moodle

Skype

Learning Environment

Protected Space

Moodle layout

Facilitator View Student View

Tailored Content

Logistics &

Supply ChainCustomer Service

Operations

Communications

Design ElementsDeveloping the personal touch

Live Text Chat*

Hello, my name is Kais Patel

Hello, Kais. I’d like to know what happened to my parcel

Due to the storm there was road blockage and there will be some delays in the delivery. Thank you for being patient

When will my parcel arrive?

Our system is back on track and in less than 6 hours the parcel will be delivered to you. Sorry for the inconvenience

I won’t be here to collect it. I paid for pre 1pm delivery so made other arrangements for this afternoon

Is there anybody else at home to collect it, if not we could deliver it to your neighbour

No, I live by myself and my neighbours will be at work. It is a very special package. It is a present for my

grandmother's 90th birthday

What we can do is that we will try and deliver it to your work place so it will be convenient to you as well. Since it’s

your grandma's birthday it’s the least we could for you

* Edited for presentation purposes

Radio Show

News Report

Personalised to the

team’s decisions

Reinforcement of the

customer experience

Use of humour

Fictitious newspaper

Experience in ActionStudent and Teaching Experience

Experience in Action

Application in Action

Overseas Running – ThailandFour groupsLive testing of the experienceModule tutor in Thailand, facilitator in UKLive text chat performed from the UKNo radio phone-in

Full Time MSc – WMGSix groupsMinor tweaks from the first runningNoticeable difference in group dynamic by the end of the moduleTested the radio phone-in using our media room

BYODBring Your Own Device

ReflectionDaily Reflection

(Team)

Gibbs’ Model of Reflection(Individual)

Belbin Team Roles(Team)

Students Facilitators

Co-Creation

Development Team Make-Up

Student Quotes

It’s like a different

way of learning

I expected the module to be delivered like a lot of the other

subjects … with the practical applications being left to play a

complimentary role to the theory. I was pleasantly surprised

that it was the other way around, with the module based on

the simulation of a real life situation and practical learning, and

then the theory usefully built alongside the simulation. This

allowed me to gain a core understanding of the principles, which

were then consolidated with the teaching.

The evolution of events also helped with making the simulation

challenging and caused my team to be constantly engaged.

During the simulation, although we came

from different countries with different

cultural background, the communication

and distribution of work is right on

target, as no one feels unfair and

disappointed.

Doing as asked

Testing the boundaries

Personal reflection

Passing the boundaries

Post Module Assignment

Research Project

In the workplace

Module Teach Back

Doing as asked

Testing the boundaries

Personal reflection

Passing the boundaries

Post Module Assignment

Research Project

In the workplace

Module Teach Back

Conclusions

TEL Experience

Standard

Personal

Service Design and

Delivery Module

Transactional

Transformational

The Learner’s Journey

ConclusionsTechnology provided content in a timely fashion

The learner’s journey begins before they enter the classroom

A main role of the teacher now involves supporting their journey

Operational efficiencies can mask the function of learning

Boundaries of form are significantly challenged with the reconfiguration

of a learner-centric environment

When context matters, there is potential to achieve deeper and richer

learning

Technology accommodates agile design to allow for operational constraints and conditions

Agile delivery allows for a personalised delivery

Credits

Image Credits

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