HR Technology Performance Support
Sharpen the axe.
Project Background:
In less than 90 days, three enterprise HR platforms were being refreshed or retired. These tools were essential for HR transactions, recruiting operations, and new employee onboarding for the enterprise. From the learning and performance support perspective this impacted 5 eLearning courses, 50 performance support documents, 3 support libraries, and 3 audiences.
Our internal partners needed at a minimum a redesign to align with new processes and UI updates and asked us to prioritize efforts where the biggest impact could be made for the employee, HR, and leader audiences. From their perspective, the stakeholder believed we should focus on rebuilding the 5 existing eLearning courses and worry about the performance support later. Even though we had little time to deliver on the ask, I felt that it would be beneficial to spend a few weeks performing an analysis to sharpen the axe.
After presenting the Content and Audience Analysis details to our stakeholders, they agreed to try an approach that put performance support first. For each HR tool, I developed performance support content and worked with each vendor and platform owner to place the performance support at the point of need within the tool. As a result of this project, engagement with performance support content increased by 20%, seat time for participants was reduced by 30%, and the user experience to locate and access the content was improved.
Select this image to view a screenshot of the PeopleSoft Employee Self Service Reference Guide
Select the image to watch a video of the Support Library and an example of the embedded performance support.
Select this image to see the PeopleSoft tile I convinced the platform owner to create as a quick way to access performance support.
Select this image to download the PowerPoint presentation I presented on behalf of Charter Communications at the ATD TechKnowledge 2020 conference. Be sure to watch in Presentation mode to see all of the motion graphics I created in After Effects.
This requires a password to access. Please reach out to me to request.
What was my role in this project?
Conducted an audience and task analysis to gain a better understanding of how existing materials were being used and where the gaps were
Presented the findings of the analysis demonstrating to stakeholders that audiences weren’t using the existing eLearning courses, didn’t know where to find them, and only a handful of users had accessed the reference guides in the last 12 months
Convinced stakeholders that the project should focus only on updating performance support documents
Advocated for and coordinated with stakeholders and application vendors to place links to the performance support documents in the tool at the point of need
Coordinated, directed, and delegated tasks to a junior instructional designer to help develop reference materials related to this project
Designed and developed the movies, gifs, images, and performance support documents
Authored and co-presented details of this project at ATD TechKnowledge 2020
This project was made with the following tools:
Adobe After Effects
Adobe Premiere
PowerPoint
Xyleme