Macro-Design · Continuous / Workflow-integrated (applicable to long-term performance enablement)

The 5 Moments of Need

A performance-first instructional design framework that focuses on supporting learners at their exact point of need in their daily workflow. It shifts the instructional paradigm from formal training events to continuous, on-the-job performance support.

When to use The 5 Moments of Need

Highly effective for complex operational procedures, software rollouts, compliance training, and environments where rapid change makes traditional memorization-based training obsolete.

How The 5 Moments of Need works

Designers can integrate this by mapping learning objectives directly to workflow tasks, creating Electronic Performance Support Systems (EPSS) or job aids first, and then designing formal training ('Learn New' and 'Learn More') around how to use those tools to 'Apply', 'Change', and 'Solve' on the job.

Phases of The 5 Moments of Need

  1. 1. Learn New (Learning for the first time)
  2. 2. Learn More (Expanding on what has been learned)
  3. 3. Apply (Acting upon what has been learned in the workflow)
  4. 4. Change (Adapting to modifications, updates, or new processes)
  5. 5. Solve (Troubleshooting when things go wrong)

Key principles

  • Design for performance first, training second.
  • Enable self-reliance by providing support within 2 clicks or 10 seconds in the workflow.
  • Align learning assets directly to the context of the user's daily tasks.
  • Reduce cognitive load in formal training by offloading reference information to job aids.

Best for

  • Workflow Learning
  • Performance Support
  • Systems and Software Training
  • Operational Enablement

Considerations

  • Requires a cultural shift from measuring 'seat time' to measuring performance outcomes.
  • Demands ongoing maintenance of performance support assets to ensure they remain accurate and relevant.
  • Relies heavily on accessible technology infrastructure to deliver support in the flow of work.

Attribution & sources

Developed by Bob Mosher and Conrad Gottfredson

Primary source

Design a session with The 5 Moments of Need

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