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Mayo Clinic's Persona Project

Mayo Clinic's Persona Project

Originally presented to the Intranet Leadership Forum (ILF) in Sydney, Australia @ Intranets2014 -- In 2012 Mayo Clinic launched a substantial effort to study and document the daily work habits and information needs of their 60,000+ employees. In this presentation I described the business case for this project, how we struggled to establish a starting point in the absence of any guidance, and lessons learned.

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Gianna Pfister-LaPin

May 20, 2014
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Transcript

  1. 1 Introductions Intranet Leadership Forum Sydney 2014 Gianna Pfister-LaPin Mayo

    Clinic Rochester, Minnesota USA
  2. 2 Mayo Clinic Persona Project Intranet Leadership Forum Sydney 2014

  3. 3 A little bit about Mayo Clinic Largest integrated not-for

    profit group practice 60,000 employees at 3 different locations 1.2 million patients seen in 2012
  4. 4 A little bit about Mayo Clinic Decentralized intranet Team

    supports 8,000 authors publishing 2,000 individual websites Estimated Size: 1.5 mil pieces of content
  5. 5 The Project that Started it All:

  6. 6 Success Factor #1. High-functioning project team

  7. 7 Success Factor #2. User-Centered Design Process (personas)

  8. 8 = + The “Intranet Innovation” equation:

  9. 9 A persona is a tool that describes a group

    of people. Archetypical Feels human Based on facts and research
  10. 10 = 4,500 Administrative Assistants A persona is a tool

    that describes a group of people.
  11. 11 Who are we?

  12. 12 Business Case Lack of reliable research about employees: How

    do they work? What are their needs? Products/services for employees needs to be better designed/defined
  13. 13 Project Approved!

  14. 14 Getting Started

  15. 15 Project Goals Discover & document: Behavior patterns & experiences

    Key tasks & necessary resources Preferences for communication Create an institution-wide resource
  16. 16 Project Scope Originally started out as intranet-only, but grew

    (based on HFI recommendation) Not intended to be a singular resource for medium- or high-risk projects
  17. 17 where do we start?

  18. 18

  19. 19 PRACTICE RESEARCH EDUCATION

  20. 20 Technologist Physician/Surgeon NP / PA Nurse Anesthetist Food Service

    Administrator Medical Secretary Therapist (PM&R / OT) Medical Dispatcher Pharmacist Operations Manager Interpreter Dietetics Tech / Aid Appointment Coordinator Clinical Assistant Patient Service Rep Dean Medical Program Director Faculty/Course Instructor Program/Education Coord. Student Administrator Operations Mgr. Admin Assistant Scientist Investigator Research Tech Research Study Coordinator Research Fellow Research Associate Administrator Operations Manager Admin Assistant PRACTICE RESEARCH Analyst (HR / BA / IT) MES Educator HR Service Partner Engineering Janitor / Custodian Maintenance Patient Transporter Courier Material Handler Lab Tech Lab Assistant Tech Specialist Customer Svc Specialist Multifunction Task Lead Admin Assistant Administrator Operations Mgr./Supervisor LABS SUPPORT EDUCATION
  21. 21 Technologist Physician/Surgeon NP / PA Nurse Anesthetist Food Service

    Administrator Medical Secretary Therapist (PM&R / OT) Medical Dispatcher Pharmacist Operations Manager Interpreter Dietetics Tech / Aid Appointment Coordinator Clinical Assistant Patient Service Rep PRACTICE
  22. 22 “So… what would you say you do here?”

  23. 23 Persona Development Process PLAN •Employee Segmentation •SME Identification •SME

    Interviews •Recruitment Interviews •Schedule Interviews GATHER DATA •Conduct Interviews •Document Interviews •Analyze Interview Data CREATE •Create Draft Personas •Refine & Merge Personas •Validate Personas •Finalize Personas Analysis Workshops Photo Credit: KnowledgeUnlatched.org
  24. 24 560 hours spent on interviews 180 interviews completed 50-60

    hours of validation 9 actively engaged stakeholders 40 SMEs interviewed 6 data- analysis workshops 4 months to compete all interviews About 40 finished personas
  25. 25

  26. 26

  27. 27 Lessons Learned:

  28. 28 Teamwork still critical

  29. 29 The Giant Excel Spreadsheet Of Death

  30. 30 Being the groundbreaker sucks sometimes.

  31. 31 Employeesthe personas.

  32. 32 Those that say it can’t be done should get

    out of the way of those doing it. Chinese Proverb “