Kevin's company's software provides the tools to track what really happens, to create an optimal workflow, to simplify tasks.

Domain experts think they know the process, casual users may do things differently. Software can track screens used, controls interacted with, time stamps, from either domain expert or casual user, or both. The available information depends on where you are in the application. Can map user activity to a defined set of steps to separate distinct processes within the real time capture. Analysis shows what people really do and how often they do it. This allows us to focus our attention on those processes that have a high impact and are used with high frequency.

Discussion:

Is this something we would call “learning”? There's a real reluctance to let go of upfront training. Maybe the best approach is to do a shorter training program and then provide real-time support. This augments training and makes it more meaningful.

Just in time performance support would be very meaningful to new people.

I'd rather measure what people DO.

With training you've tended to start at the wrong end of the horse. Build the performance support and then see what kinds of training might be needed. The beauty of what we just saw is that content creation happens on the fly. A business user can create the content, and change it as they see a better way to do the task. And it connects to performance in a measurable way.

With this, 100 users can impact the ways the content is developed and deployed. People where the real work happens get more involved in content. They are co-designing the process and learning at the same time.