Performance Support System – Case 2
Industry: Healthcare
The Need
A healthcare services company was upgrading its web-based ordering application. Dashe & Thomson had created an electronic performance support system (EPSS) system for the application when it was first implemented. The company asked Dashe & Thomson to create a new version of the EPSS and to add additional features.
Solution
Dashe & Thomson reviewed documentation for the new software, interviewed developers and worked with the system to develop the EPSS. We created a new performance support system that was task-based, as was the original, so that users could continue to be provided with step-by-step instructions for using the application. As with the original EPSS, the new version included a searchable index and table of contents. We constructed it so that application programmers could link topics to screens in the application. In addition, we developed new “show me” demos of the EPSS, along with an introduction/tutorial for the new software.
Results
The new version of the EPSS had an exciting new format with referenced color and icons, as well as links to the software screens. The users found information to be easily accessible and the presentation to be user friendly. The tutorial showed new users how to use the EPSS and experienced users how the new ordering application differed from the old.