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Herding Cats: User Research Techniques for Standardizing an Organic Intranet
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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 ...

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 Herding Cats: User Research Techniques for Standardizing an Organic Intranet Presentation Transcript

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