End User Lifecycle

Summary

This section describes the high level flow of a person through the system.

English Language Task	LearningBuilder Translation	Configuration Tasks	System Concepts Used
As a person interested in obtaining a credential, I access the Credential Management Portal. I usually start at the organization's web site and end up at the credentialing portal.	The person lands on the main LearningBuilder login page.	LearningBuilder presents content in many areas through configurable Content Blocks. Where we believe content is likely to change, we have created Content Blocks accessible to Administrators. Administrators edit Content Blocks under the Admin → Content area or by switching to the Edit view. When the Edit view is turned on, all content blocks show up with outlines indicating that they can edit the content. The landing page has several Content Blocks representing the title of the landing page, instructions for registering, and instructions for logging on to the system. Editing Content Blocks on the landing page is a bit trickier than others, because the ability to toggle to Edit mode is past the login page. To edit content on the Login page, user the Admin → Content path or turn on Edit mode while you are on a different page and then navigate to the login page on a different tab.	Landing Page Content Blocks
When I arrive at the Credentialing Management Portal, I see the ability to log on or register as a user. Because this is my first time, I register as a new user.	The landing page presents content blocks that the organization controls. Inside the content blocks, we may include links styled like buttons that link to a Registration process.	To manage the Registration links, edit the Public page contents. Add a link styled like a button that points to the "slug" defined in the Registration configuration area.	Registration Form configuration
The first thing I do is to register in the system. To register, I provide my primary e-mail address, that the system will use to communicate with me, as well as an address. When I submit my information to register, I receive an e-mail to the address I entered.	The Registration process displays information the system uses as primary contact information. The e-mail address entered in the e-mail field will be considered the Primary Email address for purposes of communication. Email notifications use the Primary Email address.	A person with System Administrator access can adjust Registration forms. The System Administrator can adjust the default Registration form or set up a new Registration form. Each Registration form has its own URL. You use that URL as the destination in the links on the landing page. The Registration form dictates the Role a person is granted when they complete registration. If you don't specify a Role, when the person completes the Registration process, the person will have no Role. The Registration configuration options allow you to determine which address is used and which fields are required.	Registration Form configuration Social Security Number duplicate check, if that feature is used to prevent duplicates. Notifications Engine to manage the contents of the registration confirmation notification.
I enter demographic information into the system. This is not evaluative information yet. Instead, it represents information about me that may be helpful to the organization to understand its credential holder community. The form will only let me submit when I have entered all required information and abide by any data requirements. When I finish entering my information, the system will update my Status to reflect that I am applying for the credential (often "Applicant").	The Grant Workflow for the Role specified in the Registration form displays. The Workflow Editor governs which fields display to the person and any business rules such as which are required or have specific value parameters. If the person satisfies business requirements when they click the Next Step button, the system sets the Role Status to the default value defined by the Role. In this case, the default value for Role Status is "Applicant." Clicking the Next Step button may also set other values according to configuration. We often, for example, set the Begin Date to the <Current Date> to represent when the person started the Application process. We also typically set the Role IsGranted attribute to True.	We use the Workflow Editor to manage various Workflows in the system. The Grant Role Workflow is the workflow we use to manage information about the person as it relates to the credential. If the system has only one credential, we will capture general information about the person, as well. Credential-specific information includes details such as when the credential is granted and when it expires. General information might include questions about how many credential holders practice in the Applicant's workplace or the kind of practice setting they have. During the configuration process, Implementation Analysts will use the Workflow Editor to make sure we capture information desired by the program. The Workflow Editor controls all the business rules for an acceptable submission. We also use the Workflow Editor to determine any automated activities the result from a person completing the form. We may configure Behaviors on the Next Step button to populate the Begin Date and to set the IsGranted attribute to True.	Roles Grant Role Workflow Edit Role Workflow Workflows Extrinsic Attributes
Once the system gives me the right status, I will be able to start an Application. The Application collects all the information I need to provide to demonstrate I qualify for the credential.	When the person completes the Role Grant Workflow successfully, the person is directed to the Applications List page. The Applications List page shows all of the Applications that the person can start based on a combination of circumstances. For example: The person possesses the correct Role Status (e.g., Applicant) The current date is within the Application's Availability Dates The Application is Published A person will be able to start the Application with the Begin button displays in orange. When the person clicks the Begin button, LearningBuilder creates a Learning Plan Instance that possesses the parameters set up during configuration and displays the Learning Plan Instance.	We configure Application using the Visual Rules Engine. Each Application is called a "Learning Plan" in LearningBuilder parlance (we can rename the term the system uses in the Glossary). We call them Learning Plans because they were intended originally to manage a person's continuing education plan. Now we usually call then "Applications" because we more commonly use them for applications for the process of applying for initial certification or certification maintenance. The Learning Plan configuration engine allows us to configure all sorts of aspects of the Application, including who can start it and when. The Learning Plan Definition includes: The name and description of the Application The Role and Role Status that the person must possess to start it The Workflow the system uses to manage the Application The date ranges for making the Application available to start, defining how long a person has to complete the application, and any deadlines	Learning Plans Learning Plan Instance Glossary Learning Plan Complete Workflow
Within the Application, I provide information according to logical and visual groupings. There will be one or more sections that organize the different kinds of information required of the Application. In some cases, I will see buttons that open forms for me to fill out. For example, if I need to provide my college degree, there is likely to be a button called "Provide College Degree" that opens a form to collect relevant information about my degree. In other cases, I will see buttons that give me choices about the kinds of information I am supposed to provide. For example, I may be required to enter my degree from a prescribed list of schools. I might see a button called "Select School" that presents a list of acceptable options. When I choose my option, the system would then present a form to collect details about my degree.	Each Application is organized as a collection of Task Groups to provide visual and logical groupings. Each Task is defined as an Activity in the system. Each Activity has its own Workflow that defines the attributes associated with the Activity and the data entry sequence. Some Task Groups have pre-added Activities that must be completed. Other Task Groups have a mechanism for the Applicant or someone else to add an Activity from a group of available Activities.	We configure Task Groups in LearningBuilder using the Visual Rules Editor. This is a drag-and-drop mechanism for creating Task Groups, ordering them, and prescribing how they are used. "Some Task Groups have pre-added Activities that must be completed. Other Task Groups have a mechanism for the Applicant or someone else to add an Activity from a group of available Activities." You could leave most of this as-is for an end-user mapping to system terminology. To break out the client-admin related parts: Plain language: LearningBuilder recognizes that some questions on an application may be open-ended, while others may have a constrained set of acceptable responses. Admin users can customize different application sections to reflect this. For example, if a degree is only valid from a prescribed list of schools, admin users can define that list here and tell LearningBuilder that the applicant can only select from this list. This is called a pre-added activity. If the user can enter any degree, the admin user can tell LearningBuilder and it will allow the applicant to enter a degree from any school. This is called an 'Activity' (not constrained to pre-added). In the case of a general activity, whether the applicant's degree meets credential requirements is additionally verified through an admin-user defined review process. System language: The admin user configures Task Groups with pre-added Activities that must be completed to constrain the institutions that could grant valid degrees. If the degree is not constrained by granting organization or other factor, Other Task Groups have a mechanism for the admin user to allow the applicant to fill out an Activity from a group of available Activities (in a more open-ended manner)."
As I complete my Application, the system keeps track of what I have entered and whether the Application is ready to be submitted. The Application will not let me submit unless I meet all of its rules. The rules I might need to meet have a few patterns: a specific thing, like a current license or academic degree a certain number of things, such as "three references" a number of units, such as 2000 hours of work history As I fill out my Application, I see my progress rendered with several visual conventions, like thermometers, colors, or icons that show what I have completed and what I have left to do. When I have completed all the requirements of the Application, it will show me that I can submit the Application.
When I am able to start the submission process, there are still a few steps to take. For example: I may need to attest that information I provided is truthful I may need to make a payment As I progress through the Submission process, the system shows me the steps I need to take and how to complete them. When I have done everything the Application asks me to do, I will be able to Submit my Application.
After I Submit my Application, I will most likely receive an e-mail notification confirming my submission. That e-mail will have instructions letting me know how long to expect to hear back from the organization.
There will be some period during which I will wait to hear back from the organization about the status of my Application. If I haven't provided everything the organization was looking for, I may receive a request for clarification. The system will give me specific instructions about what changes I need to make. I may need to provide additional information or perhaps upload additional documentation.
At some point in the process, I will receive a notification that my Application has been accepted and I am ready for the next step in my credentialing process. In the most common cases, this will mean that I am eligible to take the high stakes certification exam. Often, the system will at this point change your Status from Applicant to Candidate. At this point, the system will provide me information about registering at an associated Test Administrator. These are usually outsourced to a company that specializes in managing high stakes tests. The gives me a link that directs me to the Test Administrator's registration system. When I arrive at that site, LearningBuilder will already have sent a message that I am authorized to take a test. The Test Administration portal will allow me to choose a test centers for an available date.
Once I take the test, the Test Administration system will send my results back to LearningBuilder. When LearningBuilder learns of your status, the system will move you to the next stage in the process. This may mean that you are now ready to receive your credential or it may mean that you are now eligible for a new qualification exam. If you fail the test, LearningBuilder will let you know when you are eligible to take the test again. That might be immediately or it might be after a waiting period. LearningBuilder will know if you have taken the exam more times than the program allows and prevent you from taking it too many times.
If you have completed all requirements, the system will close out your Application and update your Status to something like "Certified" or "Active." It will update several aspects of your record, such as the date you were certified and your expiration date. You will keep that status until your certification expires, you are disciplined by the organization, or you voluntarily surrender your credential.