End-users must interact efficiently and effectively with enterprise applications for them to achieve maximum ROI. Training groups try in earnest to build and sustain end-user proficiency but are hampered by a lack of visibility into end-user behaviors and knowledge gaps.

Current methods to gain insight into end-user proficiency are typically costly and provide only limited information. User audits and periodic testing require extensive resources, provide only partial coverage of the user population and are a non-productive use of employees' time. The advice of line management is subject to bias and political implications. And reviewing Help Desk logs reveals only 30-50% of actual errors while providing zero insight into instances when users follow the wrong procedure or avoid key transactions.

Training managers need to make the most of company resources. They must drive effective use of the application so it meets investment objectives. And, they must do it while using the training investment as efficiently as possible. To accomplish this, they need insight into end-user behaviors so they can optimize training levels and develop specific tools that target real-world challenges.

Eliminate the need for costly surveys and audits that provide incomplete information. End-user metrics from Knoa provide 100% visibility into end-user execution and process errors. They provide the accurate real-world detail that will enable your Training group to identify precisely where users need additional education.

• Eliminate time-consuming manual efforts to obtain accurate user performance data.
• Allocate training resources where they will have the most impact on user proficiency.
• Capture data to calculate training ROI.
• Proactively identify areas where users need to reduce process errors, minimizing business disruption and risk.
• Achieve effective use more quickly after roll-outs and upgrades.

Knoa enables training departments to implement best practices like these:

1. Conduct periodic reviews of common user errors.
   On a weekly or monthly basis, the Training team should review the types of errors being generated by the end-user population. Define appropriate actions plans based on the severity and frequency of the errors. Knoa enables you to send customized information to the users who specifically need it.
   • For sporadic errors, email "Tips and Tricks" directly to affected users.
   • For frequent but non-critical errors, distribute new performance support materials such as printed job aids or online tutorials.
   • For critical errors, hold online or on-site training sessions.

2. Determine when training is the correct course of action.
   Analyze high instance errors to determine whether a training program or an engineering correction would eliminate the issue.
   
   • Filter the error report by transactions to reveal high-frequency errors.
   • Filter the report by users to see if a problem is focused or widespread.
   • Review several representative user sessions to identify root cause.
   • Determine whether the application design is contributing to the issue or whether training would resolve it.

3. Target efforts to individual users.
   By comparing individual performance to that of a group, training personnel can determine whether particular users have higher than average error rates.
   • Filter the error report by user to identify obvious knowledge gaps.
   • Analyze specific sessions to identify causal behaviors.
   • Develop a remediation plan and measure progress against a benchmark.

4. Identify potential problem areas during the testing phase.
   Conduct User Acceptance Testing prior to going live with the application. Identifying frequent errors prior to release enables the Training group to focus efforts and budgets during Go Live.

5. Measure the impact of training programs.
   Set benchmarks and measure user proficiency for each major training program. Use results to justify budget requests and shift resources where they'll have the most impact.