Performance support is frequently addressed as an add-on solution or an adjunct to existing learning systems and processes based on a content-centric approach. This often leads to a disjointed user experience that in turn leads to lower rates of usage and poor return on investment.

In this session you will learn how to define and implement a performance support strategy by starting with the user experience and needs first and then identifying all opportunities for improvement and influence across a person’s career life cycle—from learning about your company during a job search and on-boarding into the company through continuous career growth and progression. You will explore the importance of the question “where is the user?” on a day to day basis and what their problems are long before the technical design stage. Participants will examine real techniques and processes and examples of end-to-end performance support solutions.

In this session, you will learn:

• How IBM uses their design thinking methodology to drive product and solution development from a user-centric approach
• How performance support can be integrated throughout the employment lifecycle
• How others are creating and implementing performance support strategies in multiple industries
• What lessons were learned, including hits and misses in initial strategies

Audience:
Intermediate designers, developers, and managers.

Technology discussed in this session:
IBM Smarter Workforce applications.