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#512 How to Pick a Performance Support (PS) Tool
March 13-15, 2013@Lisa A Goldstein
Let’s agree to an ongoing community relationship and discussion instead of
a presenter/audience relationship,
….starting now.
You’ll learn more from each other than you will from me.
Network to Increase Your KnowledgeName Company Contact Benefit
Dr. Conrad Gottfredson
Ontuitive [email protected] Free Webinars, Community Resources, etc.
Bob Mosher Ontuitive [email protected] Free Webinars, Community Resources, etc.
Frank Nguyen Amex/The eLearning Guild
[email protected] Chair for Performance Support Symposium
Gary Wise Intellinex / Xerox
https://twitter.com/Gdogwise Significant blog Volume on PS
Lisa Goldstein LKQ [email protected] Shared Experience
And so many more, including all of the other speakers at this event who are speaking about PS.
How Have You Learned About PS?Performance Support Symposium
Learning SolutionsOther Conferences
WebinarsPeers
VendorsBlogs/Other Written Material
How Do You Plan to Learn More?
Credit: Andy Hunt’s Presentation
I will not identify a favorite vendor in this presentation.
But I will show you features of the usual suspects (or at least those I have experience with) and point
out why you may or may not benefit from those features.
Like LMSs, cars and dating - There is Not a One-Size Fits All Solution
The Performance Gap,You,Your Organization
A
PS
Tool
Consider sharing your story to be a case study later during this live session.
Which means… My best advice is to do a better
job of understanding:
• The real performance gaps• Your (and your company’s) explicit,
needed results • Technical compatibility (if applicable)• ROI of the solution
Be Prepared for a Significant Investment of:
Error / Learning
Time Support
Money
Resources
An open mind regarding
learning and technology
Consulting, negotiation and project
management skills
Be Prepared with…
Performance Support is wildly exciting and COMPLEX topic.
I want to give you a lot of information in a small space of time – so forgive my
jumping around while you participate in the conversation.
(If you like really well articulated information consolidated into brilliant Twitter sized bites, see
Bob and Con.)
12
Embedded Contextual Just EnoughSupport that's contained within the workflow of the employee instead of in a separate interface, available within 2-clicks or less.
Support that’s relevant to the employee's context without them having to define it themselves.
Support that helps the employee solve their problem in 10 seconds or less, while providing more in-depth support if needed.
Ready in 2 Clicks & 10 Seconds
A new methodology for delivering employee performancePowered by Performance Support Software
© Ontuitive 2012
A slide
by Bob
& Con
Frank Nguyen’s Advice• Consider the environment/worker–PS used to be: A manual–How could PS improve within the workflow • Video on a tablet? QR code? MULTIPLE
solutions?
• Walk before you can run – (or as Con says, “quick wins”)• Get stakeholders hungry for more• Change how your learners think about learning
Common Categories of Performance Support
EPS
• Typically Application Help
Task Support
• Could be a Task Play Book
Decision Support
• Could be a Mobile App
My Case Study
• Performance Support Symposium• Primarily focused on Software• Challenges:– Selling to stake holders (selling value vs. signing)– Identifying explicit gaps and desired outcomes– Software compatibility with changing
sizes/features and emulators.
Once You Decide Which Category is Right for Your Challenge…
…there are many options within each category.
How do you pick the option that best fits your needs?
Further define needs, gaps, software compatibility, etc.
Recommended First Steps
• Needs analysis • Who is your audience• What are the technical restraints• How will you know if you are successful?• Get business buy in early
EPS Learning Tools
• LEO by Kryon Systems• Learning Guide Manager by Ontuitive• uPerform by Ancile• UPK by Oracle• Xyleme – http://www.xyleme.com/ • Epiance - Epiplex
Would you like to see what
LEO by Kryon Systems
looks like?
Boxes “blink”, expand…various customization opportunities.
The Buzz about LEO by Kryon Systems
• Seven patents that make this product unique• The only PS tool with a “Guide Me” and “Do It
For Me” mode inside of the application• Not a simulation - Not viewing and then
returning to the application, the support is happening with the user while doing the task in the live application
• No integration
Learning Guide Manager by Ontuitive
uPerform by Ancile
Screen Shot of Ancile uPerform Tool
PS Tool Name Auto-launch possible?
Auto-launch in Citrix environment?
Content Available Off-line?
Turn Off Tool Whenever Desired?
Ancile uPerform Yes – via help link
Yes Output files Yes
LEO Yes Yes Output files Yes
Ontuitive Yes Yes Yes – but could become out of date
Yes
UPK by Oracle Yes Yes Output files Yes
PS Tool Name Analytics Data exportable?
Available on Mobile?
UI Available in other languages?
Ancile uPerform Yes 51 Output types Yes – HTML5 Yes – 31
LEO Yes 3 - Word, PPT, Video
No Customizable - $
Ontuitive Yes Yes Yes Yes
UPK by Oracle Yes Yes Yes – but sound issues
Yes – 20
Additional Comparisons
PS Tool Name Multiple Browsers
Customer Service
Technical Support
Research and Development
Ancile uPerform Yes – wide range High – 97% Customer Retention
Yes Yes – 35% of staff
LEO Yes Yes – Easy availability
Yes Yes – easy to communicate with developers
Ontuitive Superior build of Community and Education
Yes Yes – one of largest in market
UPK by Oracle Yes Too little interaction to fairly quantify
Yes
You might not know what you don’t know …and you might not know until
you test it.
Solution = Take it for a test drive with your IT, training and other staff that will use this product.
• Demo • Test Drive • IT Feedback
• Developer/User Feedback
Test Drive
• Ensure that the development tool works the way you hope it would work
• How is your organization going to get it done– Implementation– Building Content– Deployment to End Users
• If challenges occur along the way, how will you overcome those challenges?
Roadblocks: There is usually a work around for every kind of
need. But you will need to decide if the work around is the best
solution for your needs.
Do not make assumptions – go through all questions related to
what is important to you.
Your Case Study
• Company type• Software/Process• Problems/Challenges• Company size, # of users/trainers, budget size• Which PS Tool was selected and why vs.
competitors?• How will the tool solve the challenges?• What challenges occurred?
Case Study – Lisa Johnson
• A large children’s charity in the UK with 10 K users across 1,600 sites and IT Training team of 5
• MS Office Upgrade and a NEW CRM tool for fundraising division
• eLearning to cover basics• PS as a virtual trainer and a series of video demos providing
context of system and biz processes• Wiki that pulls together a series of online user guides• Chose Ontuitive• Felt Oracle UPK prices were too high, not as easy on the eye
or as user friendly and LEO could not customize content in the desired style for all of the “WHY”s of biz processes
Advice from Lisa Johnson
“Involve IT, sales and any other departments who will be involved in implementation and use to
ensure that all important details are thought of before purchase.”
“I’ve had both information/application architects and end users computing all working with Ontuitive tech team to work out best way to deploy, impact
on bandwidth and how to deliver to set users.”
Case Study – Leading Health Insurer
• Target Users 600 back-office workers • The Pain Claim processing requires
employees to accurately follow very specific guidelines to ensure regulation compliance.
• Result 3 months after deploying the Leo solution, 100% of all claims are processed according to the required guidelines. The compliance risk is eliminated.
Picking the RIGHT first project
• A blog on this topic from Ontuitive: http://www.ontuitive.com/blog/picking-right-first-project
• It must be the right project for YOUR organization
• I chose our bread and butter software programs for the most significant impact, exposure and largest testing audience
More Things to Consider
• How acquisitions affects access to connectivity and software – content available off line?
• May need to purchase a web server to build and host the content
• May need to purchase training on how to use the tool and/or additional support
• Don’t underestimate what it takes to implement
• Time to build the content
Take aways
• Understand your needs• Take time to educate yourself: Different tools
are available for different needs• Time Demo’ing - Does it fit the work flow and
is it technically compatible
And Finally…If you’re successful – all of this will be worth it
Error / Learning
Time Support
Money
Contact Info
Lisa GoldsteinTwitter: @LisaAGoldstein
Email: [email protected]: 720-221-4484
Blog: www.LDGlobalEvents.com
More Resources on How to Pick a Performance Support Tool: http://wp.me/p2nshy-qV
