Performance Support

Practical resources that help people do the work in the moment.

Performance support is most effective when it shows up at the point of need. We design tools and resources that help employees complete tasks correctly the first time, reduce reliance on memory, and maintain consistency under real working conditions.

Let's Talk

Even well-trained employees don’t remember everything they need in the moment of execution. Procedures change, tasks vary, and real work rarely matches training conditions exactly.

Without clear support tools, employees slow down, make avoidable errors, or rely on inconsistent peer knowledge.

Why It Matters

  • Design job aids, checklists, and quick-reference tools

  • Create workflow-based performance guides

  • Develop digital and print in-the-moment support tools

  • Build decision aids and troubleshooting guides

  • Translate procedures into usable field resources

  • Align support tools with training and onboarding systems

How We Can Help

Every solution is tailored to your organization, but a typical engagement may include:

  • Task and workflow analysis

  • Identification of high-risk or high-frequency tasks

  • Review of existing procedures and documentation

  • Design of performance support tools and formats

  • Collaboration with subject matter experts

  • Field testing and refinement with end users

  • Implementation and adoption support

What An Engagement Might Look Like

  • Fewer errors in day-to-day work

  • Faster task completion and decision-making

  • Reduced dependency on memory or informal coaching

  • More consistent application of procedures

  • Improved confidence in complex or infrequent tasks

What You Can Expect

A man and a woman working at computer stations separated by a glass partition in a bank.

Featured Case Study

Turning a Complex System Launch Into a Smooth Employee Transition

Industry: Financial Services


A financial services organization was preparing to implement a new loan management system and needed to ensure employees could confidently adopt new workflows within an aggressive timeline. With a successful launch dependent on employee readiness, they needed a training approach that could build capability quickly while minimizing disruption and reducing reliance on post-launch support.

View Case Study

Frequently Asked Questions

  • Performance support is the tools and resources that help employees complete tasks correctly on the job.

  • We design job aids, checklists, workflows, decision guides, and quick reference tools that fit directly into daily operations. We often embed tools into onboarding, digital systems, and supervisor workflows so support is available where the work happens.

  • Use performance support when employees know what to do but need help applying that knowledge consistently. Just-in-time tools and resources help people quickly find answers, remember key steps, and complete tasks correctly while they work.

  • Yes. It reduces variation by giving everyone the same clear reference point while they work, regardless of experience level.

View All FAQs