EPSS is: just enough just in time at point of need intrinsic to the system electronic controlled by the user reduces need for prior training reduces on-going support need
EPSS minimizes external support and maximizes intrinsic support
3 Dimensions of EPSS Performance-Centered DesignPerformance-Centered Design Performance SupportPerformance Support Knowledge SupportKnowledge Support
Dynamic Display
User checklist
Teacher Mode - waits for user input Demo Mode - no user input is required
Quicken’s Report Function
Pre-structured Queries
On-Demand Video Tours
Video Quick Tours
Advantages of EPSS Accommodates different types of learners Integrates information, advice and learning experiences with the work context / task process Many projects have a six month ROI or less