People do not consult training when they are stuck. They ask the nearest available colleague, guess, or work around the task entirely.
Performance support accepts that reality instead of arguing with it. It puts the answer where the work happens, in a form that can be consumed in the thirty seconds someone is willing to spend before defaulting to a workaround.
The design test is unglamorous: can this be used during the task, not before it? Most job aids fail that test because they were written as condensed training rather than as reference.