PERFORMANCE SUPPORT
I think of performance support as being any learning resource that is easily available when someone needs it. But, quality performance support is also more than that. It needs to be targeted and succinct. It also needs to compliment and enhance other learning resources within an organization so that, over time, a cohesive learning and performance ecosystem (novice to expert) evolves.
IN-APP CONTEXTUAL ASSISTANCE
For long-time users of complex SaaS, a major UI redesign can be either dreaded or welcomed. Our goal was to make sure all users transitioned to the new UI with minimal discomfort without annoying early adopters and experienced users with redundant or irrelevant notifications and tips.
Using Pendo, I designed in-app walk throughs and targeted messaging to facilitate onboarding, critical actions success and feature adoption. Once the new UI transition was complete, I continued in my role as Pendo administrator.
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Responsibilities: Instructional design, in-app assistance administration, graphic design
Tools Used: Pendo, Photoshop
HELP SYSTEM
Working with the help systems technical writer, I designed a new help system for multiple products that solved three urgent problems: poor searchability, multiple content versions and source locations, and high cost.
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The new help system release was timed with the roll out of a major SaaS UI redesign. Client response was very positive. Comparative use analysis showed that client search steps decreased by more than 30% in the new help system. The technical writer was thrilled to have a CMS that allowed single source content to be used and contextualized in unlimited locations and many formats. Leadership was grateful for reasonable, predictable cost.
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Responsibilities: Information architecture, UI design, graphic design
Tools Used: Madcap Flare, Photoshop, PowerPoint
JOB AIDS
There are always times when the simplest solution is the best solution. I've created countless job aids for procedures, instructions, and key facts throughout my career.
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Tools Used: InDesign, Photoshop, Acrobat DC, PowerPoint