Homer Christensen

Homer Christensen

Content Architect + Developer + Designer

Homer Christensen is an award-winning content developer and author. His work on the Conga support site earned the Best in Class and Best in Show Customer Experience Recognition Awards at Information Development World 2015. Other works received an International Award of Distinction and two Awards of Excellence from the Society for Technical Communication.

He is the founder of Product Education And Customer Experience (PEACE) Team Solutions and is a consultant for MadSkills to architect, develop, and improve content delivery. In his spare time, Homer works his permaculture garden, backpacks, and makes a bit of wine from the California foothills.

[Case Study] The Help and Embedded Learning Program at Nestlé


Employing the 70-20-10 performance learning model, the GLOBE HELP Technology Learning Center (TLC) at Nestle re-invented the internal tools support site to incorporate real-time, in-context access to help via documentation, walk-throughs, and simulations. To address the contextual aspects of learning (the 70%), TLC connected the clean, visually inviting HTML5 support site built in MadCap Flare to the SAP Desktop Assistant, providing on-screen walkthroughs within SAP transactions. Users now access support information bi-directionally between the site and the SAP application screens while performing tasks. The support sites also encourage social learning (20%) by incorporating links to Yammer, Chatter, and other groups, and includes embedded eLearning courses for more formal training (10%).

Creating a support site for the world’s largest corporation for users was only part of the task. The TLC also had to ensure that the subject matter experts, the majority of whom were not native English speakers, could deliver content that supported the design. So we created a similar site for content owners and partners, with help on writing for digital learners and using Acrolinx, MadCap Contributor, SAP Enable Now, and Articulate Rise.

Three Takeaways

  • Set up the site to model learning that suits the audience
  • information as close as possible to the point of application is the most effective;
  • supporting the content team and SMEs is as important as end-user learning.