mayo clinic's persona project

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@giannalapinlinkedin.com/in/giannalapinlapin.gianna@mayo.edu

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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