HERDING CATS:<br />User Research Techniques<br />for Standardizing an<br />Organic Intranet<br />
2<br />Who We Are:<br />◄Sumathi Jayakumar<br />◄Gianna LaPin<br />Tom Suther ►<br />
Who We Are:<br />◄Sumathi Jayakumar<br />◄Gianna LaPin<br />Tom Suther ►<br />3<br />
4<br />A little bit about<br />Mayo Clinic:<br />Employs 60,000+ Individuals<br />3,700 Physicians & Scientists3,000 Resid...
5<br />A little bit about<br />Mayo Clinic:<br />
6<br />1.5 million static pages over dozens of physical servers<br />Decentralized publishing by hundreds of authors with ...
7<br />What does your intranet look like?<br />
8<br />>70% companies have implemented some kind of social media technology (blogs, wikis)<br />< 20% are routinely incorp...
9<br />1<br />Content governance issues<br />Language abbreviations silos<br />Over-reliance “in-group” language<br />Lack...
10<br />DISCOVER THE PROBLEM <br />The Process<br />GET SUPPORT <br />STUDY THE USERS <br />DESIGN & BUILD <br />ESTABLISH...
11<br />DISCOVER THE PROBLEM <br />Usability concerns:<br /> Inconsistent navigation<br /> Findability of right informatio...
12<br />DISCOVER THE PROBLEM <br />212<br />170<br />- 58<br />
2<br />DISCOVER THE PROBLEM <br />212<br />170<br />- 58<br />112<br />13<br />
14<br />Schedules<br />Calendars<br />AcademicCalendars<br />X<br />
15<br />Therapists<br />People<br />Residents<br />Psycho-therapists<br />Practicepersonnel<br />EndoPersonnel<br />Staff<...
16<br />
17<br />GET SUPPORT <br />Leadership Buy-In<br />Identify project champions<br />Build consensus<br />Approach the right l...
18<br />GET SUPPORT <br />Benefits to…<br />End Users► Usability and findability<br />Clinical Department Web Owners► Cont...
19<br />GET SUPPORT <br />Champion<br />IT Support<br />UI Designer<br />Subject Matter<br />Experts<br />Viz Designer<br ...
20<br />STUDY THE USERS <br />◄Review existing<br />  content<br />Usage Statistics ►<br />
21<br />STUDY THE USERS <br />◄Audience<br />  Analysis<br />
STUDY THE USERS <br />22<br />◄Surveys<br />Focus Groups ►<br />
 STUDY THE USERS <br /> DESIGN & BUILD <br />DATA TODESIGN<br />
24<br />DESIGN & BUILD <br />◄Affinity Sort<br />
25<br />
26<br />DESIGN & BUILD <br />◄Initial drafts<br />
27<br />DESIGN & BUILD <br />#004090<br />#6388ab<br />#ecf0f9<br />#faf5eb<br />
28<br />DESIGN & BUILD <br />◄Get Reactions<br />
ESTABLISH STANDARDS <br />29<br />◄Final Design<br />
ESTABLISH STANDARDS <br />30<br />
31<br />ESTABLISH STANDARDS <br />
ESTABLISH STANDARDS <br />32<br />
33<br />MARKET THE METHOD <br />
34<br />MARKET THE METHOD <br />
35<br />MARKET THE METHOD <br />
36<br />So, In Closing…<br />
37<br />
38<br />Questions?<br />◄Sumathi Jayakumar<br />sumathi@mayo.edu<br />                Tom Suther ►<br />suther.thomas@mayo...
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Herding Cats: User Research Techniques for Standardizing an Organic Intranet

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ORIGINALLY PRESENTED AT UPA 2011 in Atlanda, GA --- A well-designed intranet can provide tremendous value to a company by reducing employee time and effort spent on generating, integrating, managing and retrieving knowledge. We'll cover user research techniques for developing standards needed to "prune" an organic intranet without robbing it of its unique strengths, and provide suggestions on how to handle external obstacles such as lack of management awareness, access to subject matter experts, and recruiting skilled team members.

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Herding Cats: User Research Techniques for Standardizing an Organic Intranet

  1. 1. HERDING CATS:<br />User Research Techniques<br />for Standardizing an<br />Organic Intranet<br />
  2. 2. 2<br />Who We Are:<br />◄Sumathi Jayakumar<br />◄Gianna LaPin<br />Tom Suther ►<br />
  3. 3. Who We Are:<br />◄Sumathi Jayakumar<br />◄Gianna LaPin<br />Tom Suther ►<br />3<br />
  4. 4. 4<br />A little bit about<br />Mayo Clinic:<br />Employs 60,000+ Individuals<br />3,700 Physicians & Scientists3,000 Residents / Fellows8,000 Nurses45,000 Other Professionals<br />First and largest integrated, not-for-profit medical group practice in the world <br />Extensive research and educational activities support patient care alongside the medical practice.<br />
  5. 5. 5<br />A little bit about<br />Mayo Clinic:<br />
  6. 6. 6<br />1.5 million static pages over dozens of physical servers<br />Decentralized publishing by hundreds of authors with limited standards & governance<br />High frustration levels from users & authors<br />
  7. 7. 7<br />What does your intranet look like?<br />
  8. 8. 8<br />>70% companies have implemented some kind of social media technology (blogs, wikis)<br />< 20% are routinely incorporating user centered design methodology for intranet production<br />Demand for redesign and maintenance efforts continue to outstrip resources allocated<br />McConnell, J. (2011) Global Intranet Trends 2011<br />Nielsen, J., Pernice, K., & Caya, P. (2009) Intranet Design Annual 2009<br />Vickers, A. (2009) Presented at Intranet Inside World Tour Live, New York City, NY<br />
  9. 9. 9<br />1<br />Content governance issues<br />Language abbreviations silos<br />Over-reliance “in-group” language<br />Lack of dedicated resources<br />Constant content growth<br />
  10. 10. 10<br />DISCOVER THE PROBLEM <br />The Process<br />GET SUPPORT <br />STUDY THE USERS <br />DESIGN & BUILD <br />ESTABLISH STANDARDS <br />MARKET THE METHOD <br />
  11. 11. 11<br />DISCOVER THE PROBLEM <br />Usability concerns:<br /> Inconsistent navigation<br /> Findability of right information<br /> Searchability<br /> Lack of content reliability<br /> Lack of local governance<br />Increasing demand for re-design:<br />Longer turn around time<br /> Duplication of effort<br /> Lack of resources<br />
  12. 12. 12<br />DISCOVER THE PROBLEM <br />212<br />170<br />- 58<br />
  13. 13. 2<br />DISCOVER THE PROBLEM <br />212<br />170<br />- 58<br />112<br />13<br />
  14. 14. 14<br />Schedules<br />Calendars<br />AcademicCalendars<br />X<br />
  15. 15. 15<br />Therapists<br />People<br />Residents<br />Psycho-therapists<br />Practicepersonnel<br />EndoPersonnel<br />Staff<br />3<br />Desk<br />X<br />Directory<br />Secretary<br />
  16. 16. 16<br />
  17. 17. 17<br />GET SUPPORT <br />Leadership Buy-In<br />Identify project champions<br />Build consensus<br />Approach the right leaders<br />Present compelling evidence<br />Share problems & potential benefits<br />
  18. 18. 18<br />GET SUPPORT <br />Benefits to…<br />End Users► Usability and findability<br />Clinical Department Web Owners► Content governance<br />Intranet Shared Services Unit► Shared template<br />
  19. 19. 19<br />GET SUPPORT <br />Champion<br />IT Support<br />UI Designer<br />Subject Matter<br />Experts<br />Viz Designer<br />Proj Manager<br />User Researcher<br />Content Specialist<br />
  20. 20. 20<br />STUDY THE USERS <br />◄Review existing<br /> content<br />Usage Statistics ►<br />
  21. 21. 21<br />STUDY THE USERS <br />◄Audience<br /> Analysis<br />
  22. 22. STUDY THE USERS <br />22<br />◄Surveys<br />Focus Groups ►<br />
  23. 23. STUDY THE USERS <br /> DESIGN & BUILD <br />DATA TODESIGN<br />
  24. 24. 24<br />DESIGN & BUILD <br />◄Affinity Sort<br />
  25. 25. 25<br />
  26. 26. 26<br />DESIGN & BUILD <br />◄Initial drafts<br />
  27. 27. 27<br />DESIGN & BUILD <br />#004090<br />#6388ab<br />#ecf0f9<br />#faf5eb<br />
  28. 28. 28<br />DESIGN & BUILD <br />◄Get Reactions<br />
  29. 29. ESTABLISH STANDARDS <br />29<br />◄Final Design<br />
  30. 30. ESTABLISH STANDARDS <br />30<br />
  31. 31. 31<br />ESTABLISH STANDARDS <br />
  32. 32. ESTABLISH STANDARDS <br />32<br />
  33. 33. 33<br />MARKET THE METHOD <br />
  34. 34. 34<br />MARKET THE METHOD <br />
  35. 35. 35<br />MARKET THE METHOD <br />
  36. 36. 36<br />So, In Closing…<br />
  37. 37. 37<br />
  38. 38. 38<br />Questions?<br />◄Sumathi Jayakumar<br />sumathi@mayo.edu<br /> Tom Suther ►<br />suther.thomas@mayo.edu<br />◄Gianna LaPin<br />lapin.gianna@mayo.edu<br />

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