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

The 5 Moments of Need

A performance-first methodology designed to align learning interventions with the specific contexts in which employees require support. It shifts the focus from isolated training events to a continuous support model that ensures knowledge is successfully applied in the flow of work.

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): People meet a skill or knowledge area for the first time, usually through formal training. The facilitator introduces core concepts and practice, and points to workflow support for later.
  2. 2. Learn More (Expanding on what has been learned): People deepen or broaden what they already know. Sessions add scenarios, advanced cases and resources learners can explore themselves.
  3. 3. Apply (Acting upon what has been learned in the workflow): People need to perform the task on the job, often from memory. Design here means job aids, checklists and performance support available at the moment of work.
  4. 4. Change (Adapting to modifications, updates, or new processes): People must unlearn a familiar way of working and adopt a new one. Sessions make the difference between old and new explicit and support the switch in practice.
  5. 5. Solve (Troubleshooting when things go wrong): Something breaks or does not work as expected, and people need to fix it fast. Support offers troubleshooting paths, FAQs or expert access within the workflow.

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

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