Portfolio Case Study
Field Performance Support
I turn technical information into practical job aids that help field employees troubleshoot equipment, complete recurring tasks, and apply learning at the point of work.
Context: Technical field operations in oil and gas. Selected examples include a Top Drive Upper IBOP troubleshooting flowchart and boiler operations and preventive maintenance guidance.
Selected historical excerpts are shown to illustrate the design approach and protect proprietary content.
Key deliverables
See the solution early
These selected artifacts show how technical information becomes usable support for decisions and tasks in the field. Select an image to view it in more detail.
Upper IBOP Troubleshooting Flowchart
Organized equipment troubleshooting into a visual sequence of questions, checks, and next actions.
Preventive Maintenance Checklist
Defined recurring inspection tasks in a compact format employees can reference during equipment checks.
Annotated Equipment Job Aid
Connected written instructions to the equipment employees need to identify and inspect.
Safety & Escalation Cues
Made important hazards and role requirements visible within the equipment support material.
At a glance
The challenge
Making technical knowledge usable in the field
Employees need to apply technical knowledge while working with real equipment. The learning challenge is to make the relevant information easy to locate, interpret, and use within that task.
I approach performance support by asking what the employee needs to do next, what information would help, and which format would make the task or decision clearer.
Decisions Under Pressure
When equipment does not behave as expected, employees need a clear way to identify the next check and recognize when to escalate.
Information at the Point of Work
Technical information needs to be organized around the task being performed so employees can locate the relevant guidance quickly.
Consistent Task Execution
Recurring equipment checks need clear expectations, recognizable components, and visible safety cues across employees and shifts.
Solution architecture
Match the support to the task
I use different formats for different performance needs. A troubleshooting flowchart guides employees through alternative paths. A checklist organizes recurring requirements. Annotated photos make equipment references concrete.
The maintenance sample connects task identifiers in an inspection checklist to more detailed instructions and labeled equipment photos. The troubleshooting example uses questions and branching paths to make the decision process visible.
Implementation
From technical content to practical support
My design approach connects the performance need, the support format, and the employee’s working context.
Start with the Field Task
I organize support around the action or decision employees need to complete: troubleshoot an equipment issue, perform an inspection, identify a component, or recognize a condition that requires escalation.
Choose the Right Support Format
I use flowcharts for branching decisions, checklists for recurring tasks, and annotated visuals when employees need to connect written guidance to a physical component.
Make the Guidance Easy to Use
I keep the task sequence visible, use consistent labels, and place relevant warnings and reference information alongside the action they support. The selected maintenance excerpts illustrate this approach.
Connect Support to Learning
I design job aids to reinforce instruction, coaching, and OJT. The support helps employees apply what they have learned while supervisors retain responsibility for verifying capability.
My role
Connecting technical expertise with field usability
My contribution is the learning and performance design: turning detailed technical information into support employees can navigate and use.
- I translate technical requirements into task-centered guidance with clear actions, questions, and reference points.
- I select flowcharts, checklists, and annotated visuals based on the performance need.
- I organize task sequences, component labels, and relevant callouts so the relationship between the instruction and the equipment is visible.
- I connect job aids with instruction, coaching, and OJT to support application on the job.
- I bring a field-user perspective to content structure, readability, and the amount of information presented at once.
Impact
Supporting performance where the work happens
These examples illustrate the intended value of performance support: clearer decisions, consistent task references, and a stronger connection between learning and field application.
Clearer Next Actions
Decision trees make the relationship between an observed condition, the next check, and an escalation point easier to follow.
More Consistent Reference
A common checklist gives employees a shared reference for recurring tasks and the information that needs to be recorded.
Stronger Learning Transfer
Annotated equipment visuals help employees connect learning to the physical task, supporting practice and application in the field.