Most websites today are built with the user’s experience in mind. If an individual is struggling to complete a task online, many sites now recognize this and provide support to help the task be completed. This is a natural part of the design for the website. A common design task for a user experience (UX) designer is the creation of performance support for people who hit roadblocks while using the site. What works well for UX designers will often work very well for performance support in a learning and development context.

In this case-study session you will explore the many user experience design and research processes that are well suited for the creation and refinement of performance support for learning and performance. You will learn how to optimize support in order to give the user just enough support to complete a task—exactly the goal of a performance-support intervention. You will review a PayPal use case that will show you how they designed and refined the performance support via user testing, and how users responded to the various iterations. You will also discuss relevant UX guidelines and get tips on how you might apply them to the design of your performance support.