Performance Support

The efficient solution for workplace learning

Companies invest a lot in their employees. This is the only way they can remain fit for the future. There is still a lot of potential for improvement, especially in the design of new learning environments. Training courses lasting several days are rarely sustainable and in their day-to-day work your employees lose a lot of time with insignificant problems. This is where performance support can help: with efficient support directly in the workplace.

What is performance support?

Performance support is a method for designing efficient learning in everyday working life, providing students with different formats for different learning moments, tailored to suit their specific needs. Performance support can increase productivity both at PC and production workstations.

Fast help at the workplace without interrupting the workflow? This is possible with Performance Support.

Theoretical principles


People only learn 10 % of what they know in formal educational formats such as training courses. Informal learning is much more common: people learn 20 % from colleagues (social learning), while 70% of knowledge comes from activities, i.e. learning in the workplace.

5 Moments of Need

Knowledge is needed in five different situations. Formal formats allow you to reach your employees in the first two learning moments. In the remaining moments rapid answers are needed, or the workflow is interrupted.

Forgetting curve

What has been learned is quickly forgotten again – without repetition, training measures are not very effective. On the other hand, your employees often only need to be reminded of what they have learned in order to consolidate it.

Learning and Experience Plan

Good preparation is everything: LEaP

Non-selective qualification doesn’t work.<br/> Preparatory work is essential to ensure that the investment actually leads to an increase in efficiency.

Job Task Analysis (JTA) determines in detail which tasks your employees perform. This involves specific activities such as uploading files to certain systems or setting up a computer. The tasks are then assigned to concepts, i.e., the knowledge that is required to perform them.


This is followed by a Critical Skill Analysis (CSA), which examines which errors may or may not have serious consequences for your company, separates the important from the less important, and uses this distinction to determine qualification requirements.



The data from JTA and CSA is then assigned to the individual target groups and merged into the Learning Experience and Performance plan (LEaP). The LEaP is the basis for the further course of action: Critical tasks are extensively trained and supported in everyday work with performance support options. Support in the workplace is sufficient for non-critical tasks.

Certified LEaP experts at Know How



Performance Support in practice

Digitisation poses new challenges for employees, who have to apply what they have learnt over and over again, change their working methods and react quickly to problems. In addition to change management they also need ongoing support. In order to meet the need for knowledge, support needs to be integrated into the workflow: with Embedded Performance Support Systems (EPSS).


Deployment scenarios
  • Context-sensitive applications on the PC, e.g. those that provide direct support for Office applications
  • Stationary tablets in production lines that provide rapid responses during downtimes
  • Floorwalkers, i.e. specially trained employees who personally answer questions when introducing new software.
  • HoloLearning, e.g. as an XR tour during onboarding


Consulting + Tools

Support in getting started

Know How! AG offers its own EPSS: Nugget Finder and AskDelphi. Performance support is never a question of tools, but rather always a method, which is why we advise you without prejudging the outcome and determine the specific needs of your company. There are scalable solutions for every requirement, both online and offline. Please contact us to arrange a preliminary workshop.

Next topic

Digital Workplace

You might be also interested in the following:




About us


Josef Haider

Digital Learning Expert

Ask a question