innovation personas and_workflows
DESCRIPTION
This is a presentation that I prepared for executive leadership at a top ranking health services organization to explain how innovation would be done in an internal innovation portal that I had designed. Although originally developed for user experience practitioners, personas and workflows are well suited to helping C-level executives quickly understand the benefits of a technological solution.TRANSCRIPT
PERSONAS AND WORKFLOWS
Patient Services
NurseAllied Health Worker
Physician
Patient Transport
Office Professional
Leadership
Nurse or Practice Manager
For the Innovation Portal
OVERVIEW OF PERSONASAn Explanation
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Personas represent key end users of the Innovation Portal. We are designing the portal to serve the needs of 8 personas. If the site can serve the needs of these 8, then it will serve the needs of the vast majority of end users, who display traits that span one or more of the personas.
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THE PERSONASThe Deep Dive
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THE PERSONAS
We have chosen to focus on eight
1. Patient Transport
2. Patient Service Representative
3. Office Professional (Finance, IT, HR, etc.)
4. Allied Health Worker (Pharmacist, Radiation Technologist, Respiratory Therapist, etc.)
5. Nurse
6. Practice Manager or Nurse Manager
7. Physician
8. Senior Leader
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Two Types of Usage Can Be Expected
Everyone Else
will use the Innovation Portal to provide a clear path to developing ideas and to have the help of leadership in implementing them.
will use the Innovation Portal to test interest in ideas and manage findings from the forum on their own.
Senior Leadership
Recommended Ideation Path For Everyone Except Sr. Leadership
I have an idea
My idea is reviewed
My idea is commented on by all of Penn
Medicine
I build a team
My idea is implemented
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Recommended Ideation Path For Sr. Leadership
I modify my idea
I implement my idea
I have an idea
My idea is commented on by all of Penn
Medicine
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Five Stages
Work Near or At Desk
Typical Daily Work Cycle
Assess work day needs.
Eat. Often at desk
Opportunity to reflect and record ideas is ongoing.
Desktop Desktop
Attend meetings or work at desk as
necessary.
Attend meetings or work at desk as
necessary.
Planning
Finish final tasks.Planning for next day
has been ongoing throughout the day
though.
Opportunity to reflect and record ideas is ongoing.
Work Near or At DeskWrap Up
Break
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Helen – A NurseTrauma
Digital Access
I can have ideas at anytime. Because of my position I have a great deal of control over how I do my job. This allows me to work on a desktop when I need to.
There are times when I am working when I can’t get to a work station but do have ideas. Having an application that I could use on my cell phone to take quick notes would be helpful.
Ideas
There are a lot of procedures that we are doing. Any one could be redesigned for improved patient outcomes.
Support
I have good connections for getting traction around my ideas. I am respected and my leadership will get behind me.
Time
I have time to be involved in Penn. If I have a good idea and want to put people together to move it along, that will be supported.
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Typical Nurse Ideation Path
I build a teamI have an ideaMy idea is reviewed My idea is
implemented
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Alex – TransportI need…
I see things that could be changed and must rely on word of mouth to my advisor. I need something more reliable than this way to get my ideas into action.
Ideas
I see things that could be changed all of the time.
Digital Access
I can have ideas at anytime. I have access to a desktop during my breaks in the break room. There are fewer desktops, though, than people.
Time
My work is very routine but it also means I routinely have breaks when I could log in an idea - if I had one. My supervisor also requests that I check my email so that I am aware of official announcements and Penn Medicine things.
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Five Stages
Move People
Typical Transport Work Cycle
Review assignment and prepare myself
Eat. Cafeteria or in break
room.
No Access
Break
Pick up orders on cell via text
message and move people
Pick up Orders and Schedule
Clean Up
Clean
Opportunity during waiting for transport to reflect and record ideas is ongoing.
Move People
Opportunity during waiting for transport to reflect and record ideas is ongoing.
Pick up orders on cell via text
message and move people
No AccessShared Desktop
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Typical Transport Ideation Path
I have an ideaMy idea is
implementedMy idea is reviewed
without me
Alex is disconnected from his idea after presenting it to his supervisor.
I discuss it with my supervisor
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Janet – Patient Services Representative
I need…
I see things that could be changed but it is not clear to me or my manager who to go to get things done
Ideas
I see processes that could be changed and the way we relate to patients could be improved all of the time.
Digital Access
I have access to a desktop at all times
Time
My work is mine to organize so it is easy for me to get the time to go online and work on my ideas.
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Five Stages
Meetings and Working at Desk
Typical PSR Work Cycle
Assess work day needs.
Eat. Often at desk
Opportunity to reflect and record ideas is ongoing.
Desktop Desktop
Meetings and Working at DeskBreak
Attend meetings or work at desk as
necessary.
Attend meetings or work at desk as
necessary.
Morning Planning
Wrap Up
Finish final tasks.Planning for next day
has been ongoing throughout the day
though.
Opportunity to reflect and record ideas is ongoing.
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I have an idea
Typical PSR Ideation Path
Janet uses peer review before presenting ideas to her supervisor.
I discuss the idea with my
peers
My idea is implemented
My idea is reviewed
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Frank – Senior Leader
I need…
I am working on initiatives that could use input from the general population at Penn Medicine.
Ideas
I am on the cutting edge of new ideas related to my discipline
Digital Access
I have access to a desktop at all times
Time
My work is mine to organize so it is easy for me to get the time to go online and work on my ideas.
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Five Stages
Meetings and Working at Desk
Typical Sr. Leader Work Cycle
Assess work day needs.
Eat. Often at desk
Opportunity to reflect and record ideas is ongoing.
Desktop Desktop
Meetings and Working at DeskBreak
Attend meetings or work at desk as
necessary.
Attend meetings or work at desk as
necessary.
Morning Planning
Wrap Up
Finish final tasks.Planning for next day
has been ongoing throughout the day
though.
Opportunity to reflect and record ideas is ongoing.
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Typical Sr. Leader Ideation Path
Frank does not leverage peer support in refining ideas, instead he leverages his position and knowledge of who to go to.
My idea is reviewed My idea is implementedI have an idea
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THANK YOUFin
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