417 Becoming the Perfect Waiter: Athenahealth’s Shift to Experiential Learning

10:45 AM - 11:45 AM Thursday, October 1



Training employees and clients is an ongoing challenge. People are busy. Training is expensive, time consuming and usually pretty boring. Athenahealth has a wide range of clients, from physicians and nurses, to front desk staff, and medical billers. Their schedules are chaotic, they have little time to train, and their focus is on doing what they do best, helping patients. The challenge was in moving from an eLearning-heavy approach to a more context-based, hands-on, just-in-time one to meet the needs of learners in this complex environment.

In this case-study session, you will learn about athenahealth’s transition from a traditional eLearning approach to a more responsive model that focuses on experiential learning and performance support. You will see the changes made in the development process, the implementation of new technologies, improved client access to support resources, and updates to the content and LMS. You will explore both the successes and failures in their efforts to become the perfect waiter, ready to help the moment you need them, but invisible when you don’t.

In this session, you will learn:

  • How athenahealth successfully transitioned to a performance focused training and support model
  • How experiential learning should be the focus of your training efforts
  • The importance of providing support in the moment of need
  • Understanding how you can apply the changes athenahealth put in place to your own training challenges

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

Technology discussed in this session:
Kenexa/IBM LCMS, WalkMe, Assima Learning Suite, Jive, Cornerstone LMS, and Adobe Captivate.

Ted Henning

Head of Customer Education


Throughout his career, Ted Henning has been engaged on all sides of the learning continuum; from grad student and corporate trainee, to learning strategist, instructional designer, in-person and online trainer, and associate faculty. He has designed and implemented complex training strategies, developed a wide-range of outcome-based learning content, managed teams of IDs, developers and application admins, used data to drive design and measure outcomes, and presented at multiple conferences. His passion lies in emerging technologies and how they can transform how modern learners acquire new skills and apply them in the workplace. His current focus is on Digital Adoption Platforms (DAPs), using WhatFix, Pendo, and WalkMe to embed onboarding, support, and ongoing training into software platforms, empowering users to learn in the flow of work.

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