Online undergraduate students are isolated and transactional, rarely engaging with the institution through student services. This study investigated a small, Midwest private institution's lack of engagement and opportunities to engage online undergraduate students. The administration at the institution worried that the lack of engagement would lead to lower retention, student success, and satisfaction, ultimately impacting revenue and reducing the ability to recruit new students. The study employed the human performance technology (HPT) to develop a case study of the entire HPT process. The study combined data from a student questionnaire, administration interviews, and extant data to identify performance gaps limiting online undergraduate student use of support services at the institution. An expert committee meet to confirm the gaps and determine root causes consisting of communication, accessibility, and funding issues. The group applied the data and developed an online ombuds as an intervention. The online ombuds took calls and emails from online students after normal business hours and relied on an artificial intelligence-built knowledge base to respond to any question a student might have. The intervention was developed and implemented for students during the Fall semester. While the ombuds received few student contacts, online students were positive about continuing the program after a summative questionnaire. The researcher and expert team recommended continuing the program and expanding the communication plan to make more students aware of the support option. [The dissertation citations contained here are published with the permission of ProQuest LLC. Further reproduction is prohibited without permission. Copies of dissertations may be obtained by Telephone (800) 1-800-521-0600. Web page: http://www.proquest.com.bibliotheek.ehb.be/en-US/products/dissertations/individuals.shtml.]