group health quantum leap becky kaplan farone may 2012

The Group Health Intranet:

A Quantum Leap Forward

May 10, 2012

Becky Kaplan FaroneSr. Intranet & Info Resources Mgr

Group Health CooperativeSeattle, WA

The one thing: Inclusion

Before

After

Before

After

What We Did…

Global

Staff Survey

NN Intranet Design

Awards

Analyze

results

Draft Bus. Req

Vendor

RFP +

Pricing

Project

Kickoff

Home

Page Design

Comm.

Plan

1

2

3

4

5

Launch7

6

Global Staff Survey

The First Surprise

Survey results difficult to analyze because of the mix of qualitative and quantitative questions!

Employees responsible for care delivery and health plan administration cannot find, or use well, the information they need to do their jobs.

The Problem

“The foundation for achieving our 2012 targets will be our ability to

implement our strategies effectively, through operational excellence.”

2010 Business Plan Summary

The Solution

“I can find it all in one place”

“Content I need is organized by tasks”

“I only need to learn [and support] one tool.”

Focus Groups/Requirements

“It feels like the tools are not in touch with what the frontline needs to do their job.” Suzanne, Network Case Manager

“Content such as policies and procedures are too department-focused…if I’m on the floor, I don’t want to think about hierarchy- I just want to go straight to it.”-KT, Nurse Supervisor

“I’ve stopped using search…I’ve tried entering in “Medicare Compliance” and get results in the top 5 that include memos from 1998.”-Fiona, Strategic Services

“I have a hard time finding the right contact in clinics. Not all temporary or part time staff are listed so I can’t always find people when there are mistakes. If I’m not able to help a patient it makes me and Group Health look bad.”-Jesse, Patient Account Representative

Integrated health system?

Regulatory and quality scores?

High Gallup engagement scores?(tools needed to do my job?)

Quality?

RFP & Pricing

Engage Tech/Execs

Project Approval!

Kick Off“Migration is painless and quick for the section editors, and transparent for all users.”

“Staff can search for what they think they want and find what they need..”

“We get rid of all the graphic and typographic garbage that doesn't add value to readers.”

“We win a design award from Neilsen Norman.”

Homepage Consensus

Content priorities

Staff Working Group

Steering Committee

WireframeStaff

Working Group

Steering Committe

e

Visual Design

Staff Working

Group

Steering Committe

e

Homepage Goals1. Reflect the company Group Health is now and in process of

becoming: a patient/member focused organization using modern technology.

2. Provide an effective starting point for top tasks for all staff types at Group Health. These are appropriately represented.

3. Drive traffic to home page to get necessary organizational updates and support transparent communication.

4. Support People goals of increased Gallup scores for “Group Health is a good place to work” with a Homepage that helps attract and retain employees who expect up to date tools.

Communication

A Surprise

Adding photos to the Staff Directory was a top request…yet resulted in surprising animosity

Another Surprise

Even after all of that feedback…the visual design (size) got bad reviews post-launch!

Yet Another Surprise

We had external partners who were locked out when we moved to SharePoint…

The Biggest Surprise

Our staff knew virtually nothing about modern search syntax…

1. Involve others early and often – at all levels.

2. Incorporate company strategy into intranet strategy.

3. Organize data collection & analysis for easy re-use.

4. Real user data drives consensus.

5. Real user data isn’t always real!

6. Be purposeful with working groups – role, age, division.

7. Design experts don’t know everything.

8. You are not your target audience.

9. Staff aren’t the only people using your Intranet

10. There are always surprises!

What We Learned (so you don’t have to)

Where Are We Now?

Name URL

Gallup http://www.gallup.com/consulting/Gallup-Consulting.aspx

Nielsen Norman Intranet Awards:

http://www.nngroup.com/reports/intranet/design/

Seven roles of the intranet homepage

http://www.steptwo.com.au/papers/kmc_homepage/index.html

Group Health Cooperative http://www.ghc.org

Resources

Thank You!Becky Kaplan FaroneSr. Intranet & Info Resources MgrGroup Health Cooperativefarone.b@ghc.org

Twitter: bk29