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Performance Support Solutions (Why (Users become self-reliant (They can…
Performance Support
Solutions
Why
Aid in learning rention
70% of learning happens on the job
Accelerate learning because they are built into the workflow
People forget 90% of what they learn within 30 days
Average employee spends 8.8 hours per week looking for information (457 hours per year)
50% of the time doesn't find what they are looking for
Users become self-reliant
They can find what they need quickly, when they need it
Means they can return to work quicker
Skilled performers spend less time helping less-skilled performers
Formats
Interactive PDF
eBook (HTML5 compatible)
Whiteboard animations
Kinetic text/Animations
Videos
Traits of EPSS
Proactive
Happen at the moment of need, while users are at work
Contextual - only give the info that is needed
Embedded into the workflow
Continuous - don't just happen only a few days a year
Follow the user across platforms
Moment of Need
When learning something for the first time (New)
When they want to deep dive and learn more (More)
When they want to apply or remember something (Apply)
When they want to solve a problem or fix something that has gone wrong (Solve)
When something changes (Change)
70:20:10
70% of learning and development happens on the job (Experiential)
20% of learning comes from interactions with others (Social)
10% of learning comes from formal learning (Structured)
Mostly informal
Can be formal or informal