Mobile and performance support seem like a perfect team. A just-in-time performance support system can improve efficiency, reduce errors, lessen the need for upfront training, and even improve morale; and mobile devices have tremendous potential to help workers solve problems on the go. That said, designing a mobile performance support solution requires a different mindset and approach than designing traditional training. So how can you best use this pairing to improve performance?

In this session, you’ll see how a design process built around the audience and goals can lead to the creation of successful performance support products. You’ll explore a specific case study: a mobile system that includes video, a search component, and advice on common problems and how to best diagnose and solve them. Along with the case study, you’ll learn more about a design and development process that can help you quickly get from wondering how you can best use mobile to actually creating effective, just-in-time mobile performance support yourself.

In this session, you will learn:

  • When to consider a performance support approach rather than training
  • How to gather content from subject matter experts and craft it into an effective performance support system
  • How to incorporate different contexts and use cases into the design of a mobile product
  • How to follow a mobile design process that focuses on performance goals

Novice to advanced designers, developers, project managers, managers, and directors.

Technology discussed in this session:
Smartphones and tablets; brief references to PhoneGap (a cross-platform app development platform).