An LMS Transition with Performance Support Resources

Overview

Global Medical Response housed several programs for clinical and operational staff across the United States on two differnt LMS platforms. This created extra work and stress for LMS administrators and confusion for employees trying to complete required training.

During a system transition, we consolidated learning material onto a single LMS platform: Cornerstone OnDemand.

Business Problem

When employees were migrated to a single LMS system, many employees struggled with finding assigned training, tracking completion status, and general navigation of Cornerstone OnDemand.

While this transition streamlined workflows for the L&D team, it caused frustration for employees who were accustomed to SuccessFactors LMS. Without clear guidance, the transition risked slowing down training completion and increasing support requests.

My Process & Analysis

To better understand the problem, we spoke with stakeholders and reviewed feedback from employees. Through these discussions and learner feedback, we identified that the main challenge was system navigation and workflow confusion. 

Because these tasks occur during real work, traditional training courses would have slowed users down. This was clearly a performance support gap and a performance support approach was more appropriate. Our employees needed quick, just-in-time guidance to help them complete common LMS tasks, including:

• Locating assigned courses

• Checking training progress

• Navigating dashboards and menus

• Accessing required compliance training

Solution & Tools

We developed a set of performance support resources designed to help employees quickly adjust to the new system and complete training without unnecessary frustration. The resources focused on common LMS tasks and were designed to be easy to access and quick to use.

The resources included:

• LMS navigation job aids for quick reference

• Step-by-step user guides explaining common workflows

• Short video tutorials demonstrating how to complete tasks in the LMS

I created the video tutorials using Camtasia while visual guides were designed using Canva and Microsoft Word. Each resource was designed to be short and easy to scan visually. We made sure these resources were accessible directly within the LMS on the learner's homepage. This ensured employees could quickly resolve issues without contacting support.

Impact

By focusing on performance support instead of additional training, we enabled employees to learn the system while using it. Our performance support resources helped employees quickly build confidence navigating the new LMS. Results included:

• Reduced learner confusion during the transition

• Faster employee adoption of the new LMS

• Fewer navigation-related support questions

• Continued access to required training without disruption

• Smoother system rollout