In a perfect world, employees would remember everything they’ve ever learned in training and apply it flawlessly when needed. However, in reality, information fades, priorities shift, and people often need quick access to knowledge in the workflow, not lengthy courses or classroom sessions. That’s where Performance Support and just-in-time learning come in.
In this blog, we’ll explore why performance support is critical, how Just-in-Time (JIT) learning works, and best practices for designing practical, accessible learning tools that empower employees in the moment.
What is Performance Support?
Performance support refers to on-demand resources that help employees complete a task, solve a problem, or apply a skill at the moment of need—without requiring them to stop working and attend a training session.
🔹 Think of it like a GPS: Instead of memorizing all the streets in a new city, you use turn-by-turn directions only when you need them.
🔹 Performance support augments formal training rather than replacing it, ensuring learners can apply what they’ve learned at critical moments.
Examples of Performance Support Tools:
✔ Job Aids – Quick-reference guides, checklists, decision trees
✔ Short How-To Videos – Task-based tutorials (e.g., "How to Submit an Expense Report")
✔ Step-by-Step Walkthroughs – Interactive, in-app guides that provide real-time assistance ✔ AI Chatbots & Virtual Assistants – On-demand Q&A for common workplace processes
✔ Microlearning Nuggets – 2-5 minute lessons reinforcing key concepts
✔ Searchable Knowledge Bases – Wikis, FAQs, and internal databases
What is Just-in-Time Learning?
Just-in-Time (JIT) learning delivers bite-sized, relevant content at the exact moment an employee needs it—rather than requiring them to remember information from a past training.
🔹 Instead of forcing employees to sit through an hour-long course, JIT learning provides immediate, on-the-job support that helps them apply knowledge instantly.
🔹 This reduces cognitive overload, improves knowledge retention, and boosts productivity.
When to Use Just-in-Time Learning
✅ New Software or Process Rollouts—Employees need real-time guidance on using unfamiliar tools.
✅ Compliance & Policy Updates—Instead of making learners sit through a full compliance refresher course, send them a quick reminder video or interactive FAQ.
✅ Customer Service Training—Provide quick access to scripts, troubleshooting steps, and best practices for responding to customer inquiries.
✅ Safety & Emergency Procedures—Employees need instant access to protocols without digging through manuals.
How to Design Effective Performance Support & JIT Learning
Step 1: Identify High-Stakes & High-Frequency Needs
🔹 What tasks do employees struggle with the most?
🔹 Where do they need help in the moment?
🔹 What are the most time-sensitive or critical job functions?
💡 Pro Tip: Conduct a gap analysis by observing workflows, gathering feedback, and tracking help desk requests.
Step 2: Choose the Right Format
Different tasks require different types of performance support. Consider:
✔ Job Aids & Decision Trees – Great for tasks that involve multiple steps or complex decision-making.
✔ Short How-To Videos – Ideal for demonstrating processes visually (e.g., equipment setup, system navigation).
✔ Microlearning Modules – Best for reinforcing key concepts from previous training.
✔ In-App Guidance & Chatbots – Great for answering questions instantly without disrupting workflow.
Step 3: Make It Searchable & Accessible
🚀 Performance support is only helpful if learners can find it immediately. Ensure your resources are:
✔ Easily searchable in your LMS, intranet, or knowledge base
✔ Mobile-friendly for access on the go
✔ Embedded into daily workflows (e.g., pop-up tips in software, QR codes on machinery for quick scanning)
Step 4: Keep It Short & Actionable
🔹 Focus on one task per resource—avoid information overload.
🔹 Use plain language and visuals for fast comprehension.
🔹 Ensure that learners can apply the information immediately.
💡 Pro Tip: Consider breaking it into smaller chunks if a resource takes more than 3 minutes.
Step 5: Track Usage & Optimize
✔ Monitor which resources employees use most (and least).
✔ Gather feedback on how valuable employees find the materials.
✔ Update content regularly based on real-world challenges and process changes.
Example: Performance Support in Action
Scenario: Implementing a New Expense Reporting System
📌 Old Approach: Employees attended a 60-minute training session, but forgot how to submit expenses two weeks later.
📌 New Approach: Employees receive:
✔ A 2-minute walkthrough video embedded into the expense platform
✔ An AI chatbot that answers common questions
✔ A step-by-step PDF job aid for quick reference
✔ A microlearning quiz to reinforce knowledge after submission
🎯 Result: Employees can complete tasks faster, with fewer errors and training time is minimized.
Final Thoughts: Learning That Works When It Matters Most
Performance Support & Just-in-Time Learning aren’t just nice-to-haves—they are essential tools for empowering employees to work smarter, not harder. By designing accessible, high-impact learning resources, organizations can reduce training time, increase knowledge retention, and boost performance where it counts the most.
🚀 Next Up: In our next blog, we’ll dive into How to Set Up a Quick Microlearning Course in Rise—Step-by-Step. Stay tuned!
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