American Honda Motor Company identified a need to create a consistent and credible customer service experience for a highly technical product—across all employee skill and experience levels. Service employees were not uniformly educating customers, leading to potential lost sales and lower customer satisfaction.

In this session, you will learn how a project team—including creative, technology, instructional design, and SME team members—worked together to build a mobile performance tool to put technical knowledge in the hands of employees, to use at the time of need with customers. You will be introduced to the process, from each team member’s vantage point, of creating smart, user-focused design and technology. Finally, you will be able to define a process for developing a mobile performance tool framework, showing how the framework can be implemented in any industry.

In this session, you will learn:

  • About Honda’s goals and challenges for developing a mobile tool to be used as a performance aid with customers
  • About the process Honda used to create the mobile tools, with a focus on the right balance of subject matter expertise
  • How to identify a performance support tool need
  • How to describe outcomes and results to date from this mobile tool

Intermediate designers, developers, project managers, managers, and directors.

Technology discussed in this session:
Web and hybrid apps for mobile performance support.

Click here for the session trailer


All Contributors

Matt Bown

Instructional Designer, American Honda Motor Company

Barbara Bucklin

Director of Instructional Design, Ardent Learning

Heather Leblond

Director of Creative and Technology, Ardent Learning