Performance Support System and Digital Adoption
Performance support systems can cater to three broad use cases and have a number of benefits to offer in each case.
A performance support system is capable of enhancing your formal training regime as it brings in a myriad of benefits like:
Making learning a continuous process
Because of the time lag between learning software and implementing it in real life, most of the learning is lost.
However, with performance support systems, employees can quickly recall any process they want to complete on the software. While doing so, they learn practically and the content forgotten doesn’t affect their performance. This way, learning becomes a continuous process rather than a few day’s affair.
According to the 70:20:10 model for learning and development, an individual obtains 70% of the knowledge from on-the-job experiences, 20% from peer interactions, and 10% from formal educational events.
Performance support tools help in providing that 70% of ‘learn by experiencing’ kind of training. Users can experience and learn explicitly what they want to learn, whenever they want to learn it.
Contributes towards Performance Improvement(PI)
Performance Improvement means enhancing employee performance by identifying gaps between desired and actual performance and its root causes. When unable to recall things, an employee might spend a lot of their valuable time searching answers online or reaching out to their colleagues for help, or raising IT support tickets. All of these ways are time-consuming and deteriorates employee performance.
Performance support tools help spin up the employee performance by reducing the time spent in finding information and arriving at a conclusion as they provide continuous support to the users and instant answers to their queries.
Enhancing Customer Support
Users usually raise support tickets to get their queries resolved but they have to wait for a long time to get the answers. But if you let them solve queries on their own without any external help, the number of support tickets raised would decline which will save you the cost of hiring extra support agents.
Performance support tools could be of great help in this case as they would contain all the potential queries and their answers which a user can refer to when needed.
When users visit a software/application for the first time, they are completely unfamiliar with the functionalities and features. In such a case, it is critical to get performance support tools up and running on your applications.
These tools help new users understand how to use an application, while they are working on it. Users can read the instructions and perform different tasks simultaneously. This is the best way to ensure that new users develop a high level of application proficiency, from the first day of work.