207 Mobile Performance Support Tools to Drive Results
1:15 PM - 2:15 PM Wednesday, November 16
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
Director of Instructional Design
Barbara Bucklin, Ardent Learning's director of instructional design, oversees a staff of instructional designers, writers, and developers. She is involved at the onset of projects to ensure the recommended learning approach is directly aligned with clients’ core business strategies and goals. Barbara holds a PhD in applied behavior analysis and has taught university courses in human performance technology, the psychology of learning, organizational behavior management, and statistical methods. Her research articles have appeared in journals such as Performance Improvement Quarterly and the Journal of Organizational Behavior Management.
American Honda Motor Company
Matt Bown is an instructional designer of non-technical fixed operations training with American Honda Motor Company, where he is involved in the development of all non-technical workshop, web-based, and in-dealership training, tools, and resources. Matt is an advocate of technology, and he constantly strives to bring new value to the dealerships’ parts and service personnel to help them achieve their goals of customer retention and profitability. Prior to working for American Honda, Matt's automotive experience included working in Yellowstone National Park for an automotive company that provided gas, towing, repair, and maintenance services to park visitors.
Director of Creative and Technology
Heather Leblond, the director of creative and technology for Ardent Learning, oversees its staff of user experience designers, graphic artists, programmers, and solution architects. She introduces new and innovative technologies that complement Ardent’s custom solutions while maintaining the learning approach outlined by its instructional designers. Before joining Ardent Learning in 2013, Heather spent 18 years working for a Fortune 500 company, where she focused on improving business processes with new technologies and also spent time in the company’s internal training and development center. At Ardent, Heather has led formal presentations for prospective clients including Honda, Nissan, Porsche, and Subaru of America.