Transcript Picking a Performance Support Solution

#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 Knowledge
Name
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 [email protected]
eLearning
Guild
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 Solutions
Other Conferences
Webinars
Peers
Vendors
Blogs/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
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:
Time
Support
Error /
Money
Learning
Be Prepared with…
An open mind
regarding
learning and
technology
Resources
Consulting,
negotiation
and project
management
skills
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.)
A new methodology for delivering
employee performance
Powered by Performance Support Software
Embedded
Contextual
Support 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.
Just Enough
Support that helps the employee
solve their problem in 10 seconds
or less, while providing more indepth support if needed.
Ready in 2 Clicks & 10 Seconds
© Ontuitive 2012
12
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 Offline?
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
Ancile uPerform
LEO
Technical
Support
Research and
Development
Yes – wide range High – 97%
Customer
Retention
Yes
Yes – 35% of
staff
Yes
Yes
Yes – easy to
communicate
with developers
Ontuitive
UPK by Oracle
Customer
Service
Yes – Easy
availability
Superior build of Yes
Community and
Education
Yes
Too little
interaction to
fairly quantify
Yes
Yes – one of
largest in market
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-rightfirst-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
Time
Support
Error
/
Money
Learning
Contact Info
Lisa Goldstein
Twitter: @LisaAGoldstein
Email: [email protected]
Phone: 720-221-4484
Blog: www.LDGlobalEvents.com
More Resources on How to Pick a Performance
Support Tool: http://wp.me/p2nshy-qV