A common mistake when developing a new interface for a system is to assume that easy-to-use screens will mean no user training will be required. A support plan defines the best mix of online and offline documentation and training for a particular interface an its users, and the information these should contain.

• Identify User Knowledge and Skill Deficiencies: identify and list all the knowledge and skills a user must possess in order to use the system effectively and efficiently. Include both system and task knowledge.
• Map the support plan: after identifying the knowledge and skill deficiencies, map these against online and offline delivery or media alternatives.