Job aids

What is a job aid

A job aid is a performance support tool—like a checklist, flowchart, sales script, or decision tree—that learners use while doing the task, not before. Instead of trying to memorize everything, users refer to the aid when they need it. It's about just-in-time support, reducing mental load, and speeding up execution.

Why it works

Job aids reduce cognitive load by moving knowledge out of the brain and onto the page. When people are under pressure—during a sales call, a complex setup, or support situation—they perform better when they can follow clear prompts. It supports performance without requiring complete recall.

Where to use it

Use job aids when a task:

• Involves multiple steps or decision points
• Is high stakes or error-prone
• Is done infrequently, so memory fades
• Requires consistency across teams (e.g., messaging, troubleshooting)

Think: call center scripts, integration steps, legal disclaimers, pricing calculators, or partner playbooks.

Job aids for user onboarding and education

In user onboarding, job aids help reduce drop-off and frustration during setup or first use. For example:

• A printable quick-start guide for installing sensors in a smart home system
• A sidebar decision tree for choosing the right insurance plan in a self-service portal
• An embedded tooltip flowchart that helps users troubleshoot their first API call

Job aids for customer education

In customer education, job aids support your users when they’re trying to do something, not just learn it. Think:

• Implementation checklists for new payroll software
• “Which tool to use” matrices for design teams using a new creative suite
• Role-specific support docs that help different departments succeed with your platform

Job aids for partner enablement

Partners often juggle your product alongside others. Job aids help them stay aligned and reduce missteps. Examples:

• Sales battlecards comparing your solution with competitors
• Pre-call qualification scripts
• Launch timelines or campaign setup cheat sheets for co-marketing efforts

Job aids for sales rep training

Sales reps use job aids in real time to stay sharp and on-message. Think:

• Objection-handling cards during live calls
• Product fit reference charts mapped to customer pain points
• Discovery call question frameworks they can reference on-screen