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@giannalapinlinkedin.com/in/[email protected]
Introductions
Intranet Leadership ForumSydney 2014
Gianna Pfister-LaPinMayo ClinicRochester, MinnesotaUSA
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Mayo ClinicPersona Project
Intranet Leadership ForumSydney 2014
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A little bit about Mayo Clinic
Largest integrated not-forprofit group practice 60,000 employees at3 different locations1.2 million patients seen in 2012
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A little bit about Mayo Clinic
Decentralized intranetTeam supports 8,000 authors publishing 2,000 individual websitesEstimated Size: 1.5 mil pieces of content
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The Project that Started it All:
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Success Factor #1.
High-functioningproject team
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Success Factor #2.
User-CenteredDesign Process(personas)
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=+
The “Intranet Innovation” equation:
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A persona is a tool that describes
a group of people.ArchetypicalFeels humanBased on factsand research
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=4,500 Administrative
Assistants
A persona is a tool that describes
a group of people.
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Who are we?
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Business CaseLack of reliable research about employees:How do they work?
What are their needs?
Products/services for employees needs to be better designed/defined
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ProjectApproved!
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Getting Started
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Project GoalsDiscover & document:Behavior patterns & experiences
Key tasks & necessary resourcesPreferences for communicationCreate an institution-wide
resource
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Project ScopeOriginally started out as intranet-only, but grew (based on HFI recommendation)Not intended to be a singular resource for medium- or high-risk projects
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where do we start?
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PRACTICE
RESEARCH EDUCATION
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TechnologistPhysician/SurgeonNP / PANurse AnesthetistFood ServiceAdministratorMedical SecretaryTherapist (PM&R / OT)Medical DispatcherPharmacistOperations ManagerInterpreterDietetics Tech / AidAppointment CoordinatorClinical AssistantPatient Service Rep
DeanMedical Program DirectorFaculty/Course InstructorProgram/Education Coord.StudentAdministratorOperations Mgr.Admin Assistant
ScientistInvestigatorResearch TechResearch Study CoordinatorResearch FellowResearch AssociateAdministratorOperations ManagerAdmin Assistant
PRACTICE
RESEARCH
Analyst (HR / BA / IT)MES EducatorHR Service PartnerEngineeringJanitor / CustodianMaintenancePatient TransporterCourierMaterial Handler
Lab TechLab AssistantTech SpecialistCustomer Svc SpecialistMultifunction Task LeadAdmin AssistantAdministratorOperations Mgr./Supervisor
LABSSUPPORT
EDUCATION
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TechnologistPhysician/SurgeonNP / PANurse AnesthetistFood ServiceAdministratorMedical SecretaryTherapist (PM&R / OT)Medical DispatcherPharmacistOperations ManagerInterpreterDietetics Tech / AidAppointment CoordinatorClinical AssistantPatient Service Rep
PRACTICE
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“So… what would you say you do here?”
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Persona Development ProcessPLAN
• Employee Segmentation
• SME Identification
• SME Interviews
• Recruitment Interviews
• Schedule Interviews
GATHER DATA
• Conduct Interviews
• Document Interviews
• Analyze Interview DataAnalysisWorkshops
Photo Credit: KnowledgeUnlatched.org
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560 hours spent on
interviews
180 interviews completed
50-60 hours of
validation
9 actively engaged
stakeholders40 SMEs
interviewed6 data-analysis
workshops4 months to compete all interviews
About 40 finished personas
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LessonsLearned:
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Teamworkstill critical
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The Giant Excel Spreadsheet Of Death
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Being the groundbreaker sucks sometimes.
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Employeesthe personas.
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Those that say it can’t be done should get out of the way of those doing it.Chinese Proverb
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