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Workflow enhances ECM adoption_LaserFicheEpower14

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Presentation on using workflow to implement a highly used ECM system.

Provides a step-by-step outline how to understand user needs through marketing techniques such as user journeys and persona building.

Introduces the concept that ECM is an organically growing system rather than an architected software solution.

Published in: Software
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Workflow enhances ECM adoption_LaserFicheEpower14

  1. 1. Focus on user workflow to build ECM processes If the ECM doesn’t solve a user problem, you wont solve the adoption problem Christopher Wynder Info-Tech Research Group cwynder@infotech.com @ChrisW_ptmd
  2. 2. Summary • Focus on Information Governance and organization as a first step. • Be willing to adopt some of marketing’s website optimization techniques • Divide the organization into a set of roles/personas. • Create a rough-cut of the homepage that users will need to have full access to information through ECM. Start with a straw-man. Start within IT to document what you know. Then go back to the business and ask them why you’re wrong. Supporting the day-to-day tasks is the key to adoption. The primary enabler for Information Organization is the taxonomy. Follow Info- Tech’s best practice to develop one. Start with Information Governance and related processes. A focus on Information Governance is often the result of an assessment of enterprise risk and opportunity. Info-Tech InsightCurrent Situation Complication Resolution • Information growth is becoming a bigger concern for both the business users and management. • Everyone recognizes that developing a descriptive taxonomy to support business initiatives and manage risk is important but nobody knows how to actually do it. • Most enterprises suffer from information overload. They have too many files, on too many shared drives, and in too many repositories. • Business users are notoriously resistant to using new technologies such as ECM for managing content. • IT has experimented with technologies such as ECM in the past but has met with little success.
  3. 3. Business priorities are clear but IT’s role is ambiguous Business! It’s all about letting workers figure out solutions to business problems Info-Tech has compiled a list of C- level priorities for IT strategy: • Revenue growth • Improved efficiency and operating margin • Creating new value • Improving processes • Being responsive to enterprise demand • Future proofing the enterprise • Retaining and developing staff Information Organization is a contributor and enabler to all of these things. But it is difficult to connect the project directly to these outcomes. In each case, we depend on knowledge workers to use information to find new revenue opportunities or new process efficiencies. IO is a strategy that includes archive, disposition and a little bit of Enterprise architecture. At the end of the day, ECM will be part of the solution. IT has traditionally performed poorly in presenting how the ECM will be better than fileshares and email.
  4. 4. Information Organization projects often fail to get off the ground because they start too big. Consider a project that starts with: Engage all senior executives in a governance and steering process.” You will never get the CEO, CFO, CxO, [the Pope, the President, etc.] in a room together at the same time. They are too busy and are focused on bigger issues. Governance is crucial but it’s a late-stage task. You can never initiate Information Organization with governance. The first common problem of Information Organization: the Popes & Presidents Problem (P31) You have to start within IT before pushing out to the rest of the business Bottom Line: Start small. Do everything you can within IT before engaging the business units.
  5. 5. This is not about better search it is about putting the right buckets of information at their fingertips at the right time Understand the needs of your workers-start with the knowledge workers Who is a knowledge worker? A knowledge worker is someone who’s main capital is knowledge, someone who thinks and does non-routine problem solving for a living. These could be financial analysts, could group managers/directors, IT programmers, marketing managers, or any other employee who is charged with understanding and working with data. Why start with knowledge workers? A large part of a knowledge worker’s job is finding and working with information. Not being able to find the right information quickly enough is a serious productivity concern. In reality transactional workers have a well documented workflow. Transactional workers often get blamed for slow processes when it is actually the manager or BA that is holding up the works. What do knowledge workers need? When a knowledge worker needs to find corporate information quickly, they rely on search. Conversational Search is not a single shot query. Users can keep drilling down by using refiners like date, source, and document type. Contextual Search should account for the context of the user – past search behavior, geographic location, etc. Easy to Understand It should be clear to the user why a given item is returned in the search results. Suggestive Search should recognize the names of business reports/people/locations. Search should be facilitated through suggestion. 1 2 43
  6. 6. ECM needs to be more than just a set of folders for people to “put stuff in” Most organizations fail in gaining full value from their ECM system. This is not a technological failure. It is a failure to understand where and why users need a piece of information. Before R&DSales CEO HR After R&DSales CEO A year later Do we have any tape? Someone needs to organize this! That looks great…but where do I put my vacation request-is it HR or department? Do we have any tape? I thought we organized this?!
  7. 7. Avoid re-building the junk drawers Be proactive with ECM or users will default to the old habits of throwing everything in the same place. • ECM cannot be used appropriately without a Risk profile and Information Governance plan. • Users do not know what they want from ECM-they just know what they need to do for their job. • When we allow users to decide on the organization of ECM they often become frustrated with the lack of built-in tools-which then leads to dissatisfaction and low use of ECM. Do not ask “What can an ECM do?” Ask “What do we want our ECM to do?” ECM is an expansive tool box that can support both application development and document management-out of the box. • Solve this problem by have a business focused plan for the initial roll out. • Focus on solving a user driven problem. This will likely require building workflows or addition of third party tools. • Set up a straw man of based on IT’s view of what user’s need so that we can get the users talking about what they actually want compared to what we’ve showed them.  As IT it is easier to be pro-active.“This is what I think you need, Why am I wrong?” is more likely to get a useful response.
  8. 8. Focus on user tools to improve ECM success 45% 55% Meet Expectations Did not meet expectations • ECM brings many of the tools that are needed to appropriately manage information and administer the system. • Technically ECM any has the tools to support most business needs.  Most organizations do not identify a business need prior to implementation High adoption naturally feeds risk mitigation. Start with a system that solves a user problem and they WILL use it to store high risk documents. User tools Why does ECM fail? Information management System administration 1 2 3 ECM: More failures than successes! Info-Tech Research Group, “Does ECM meet the needs of your end-users?” n=58, Q4 2012 Why does ECM fail? If you have an Information Governance plan this is about the user tools
  9. 9. Focus on the user tools that solve user frustration with their day-to-day activities. 9am DATE ? 5pm The average user’s day How many different applications are they using How many times are they breaking compliance ERP/CRM Generate-how do users generate content- what are the filetypes, what are the key applications Record-where is the information from that content being recorded? Office documents, applications Organize-what is the point of the content? Is the information being shared? Is it for revenue generation? Does it need to be moved to other people? When-..is the information source used again. What do users really need, what can you securely provide them.
  10. 10. IT has a role but what is it? Are we in charge of the structure of information or do we control the growth and fruit of the labor? Control GROW-th by accepting the organic nature of ECM An architect plans the design of information, brings structure to unstructured sources by enabling users to move through a "journey“. Requires existing user compliance and understanding of information sources. Practically only works in external sites when you know what the purpose of the user’s visit. A gardener sets the parameters of access, provides a single point of entry to user needs by understanding that every user has multiple “journeys” that encompass their job. Requires access control to key information sources to ensure user compliance. Acknowledges that content growth is organic and needs to be constantly re-evaluated for appropriate growth.
  11. 11. Be the gardener: plant the seed, control the weeds, and nourish the environment • Gardeners to control growth they only maximize the conditions for growth. • IT can’t control the user’s adoption so much as maximize the conditions for the adoption to increase. • What can you as an Information Gardener do: ◦ provide appropriate access (the size of the plot). ◦ Set limits on where the seeds can grow (users) and ◦ provide within that plot the nutrients (information) that seeds need. • You cannot control the growth but you can limit the unwanted growth. Growth on ECM is going to be organic but you can limit the space provided. • Your job as the gardener is not to give full grown plants but to provide the nutrients and block the weeds so that the seed maximizes its potential. The persona's will define how well the seeds grow into knowledge and productivity. Persona Refresh scheduleMix of content types Information sources Expect and plan for organic growth of personas by focusing on providing access to the top information sources rather than heavy workflow and processes A persona grows based on the content and information provided.
  12. 12. Use the key document type to plan a workflow 9am DATE ? 5pm The average user’s day How many different applications are they using How many times are they breaking compliance How repeatable is their day? Most user’s spend their time doing similar but not the same task. These Barely Repeatable Processes (BRPs) form the core activities of any job role. When there is a difference between work tasks and the automated process, users will contravene policies and procedures. ERP/CRM ECM excels as a “system of information”- a place where users go to find information related to their work. Often ECM adoption decreases as users find that more and more of the information that they need to get their work done lives outside of ECM. Successful implementations acknowledge this and focus their time maximizing the controlled access to structured data sources and email. Info-Tech Insight
  13. 13. Align ECM and user information lifecycles at key points in the process Adoption and BRPs are linked together. Solve the users’ key needs and you’ll solve your compliance concerns surrounding structured documents and records. Capture Organize Use Archive or retire ECM lifecycle User information lifecycle Generate Record Use Forget or store ? Organize Re-Organize ECM works best when the information is organized at capture The un-asked question-”How do users get work done?” This is key to how users expect to find documents Users lack the tools to appropriately archive content Re-use leads to lots of local copies.
  14. 14. Successful organizations have a mix skills within IT to administer ECM ECM requires a varied skill set for success Information Governance IT Competency Technology readiness IT Competency Information sources risk assessment  Standard operating procedures for requirements gathering  Mature process for application development  Basic understanding of consumerization trends Information Competency Do you have a: Information governance committee Program manual for information governance  Retention and archive plan  Executives acknowledge need for better user adoption  A controlled vocabulary to base user needs on Technological Readiness Implemented an ECM solution  Applied the taxonomy to the ECM  Assessed the gaps in user needs and ECM features  Checked vendor roadmap for updates to current issues
  15. 15. 1. Can we manage the customization? 2. Can we gather enough information on users Start by defining what you want the system to do IT Competency 1. What are users going to do IN system? 2. How embedded should the system be in our processes? 1. What can our ECM system do / do we features should we be prioritizing? 2. Do we have a taxonomy? 3. What is a disposition needs? 1 2 3 Information Governance Technology readiness
  16. 16. Understand the flow of information today to model the workflow. Focus on the workflow problems to enable user adoption. BPM System based language. This is the nuts and bolts of application development and information automation. Requires multiple systems effectively move a process from beginning to end. Workflow User language This is the how the user has to work within their day. This is a surface level customization that may require multiple applications. This requires understanding how information moves amongst users. Read on for more information.
  17. 17. Funnel information sources through ECM to build an Organizational level System of Information Users create content using a device. The device could be a work station or mobile device. ? Systems create content through the comments and transactions (e.g. payable reports, PHI). 1 3 Users query on keywords and enterprise descriptors not system specific descriptors. 5 A single set of enterprise descriptors automates association of similar files from multiple sources. 4 The search returns multiple documents that have the keywords or the same descriptors (e.g. same author, department, project). 6 User choice becomes a data field to rank search (accession date). 7 Properly tagging documents improves findability. Tags/Metadata also become the basis for providing appropriate access and classification 2
  18. 18. Keep the taxonomy structure to 8x3 Long lists of anything are a disaster for information collection Marketing Joke: “What is the biggest state in the United States?” Punch line: Alabama. The joke isn’t funny but it does illustrate a common problem with Information Organization and data collection. Digital marketers often solicit information from site visitors who aren’t highly motivated to provide accurate information. Hence, they select the first option in the “State” drop down list: AL – Alabama. We have this same problem when we develop taxonomies and expect users to accurately catalog documents when they upload them. The Answer: 8x3Humans work best when presented with a list of about eight items. We can typically keep that many items in working memory. Furthermore, we will typically drill through three levels of how detail. Keep your taxonomy to three levels of detail, each with about eight items. The taxonomy for a facet, therefore, can have 83 – or 512 – items.
  19. 19. Mold ECM to meet your needs before further technology investment 0% 20% 40% 60% Successful ECM implementations focus on customization and application integration ECM success requires a dedication to the platform through integration of LOB applications. AIIM, survey 2012, The ECM puzzle, adapted from Figure 16. N=345 ECM today is more application platform than the stated vision of ECM. Its ability to centralize document sharing and integrate communications can provide users platform to manage their mundane tasks and bring efficiency to the “processes” that encompass their workday Info-Tech Insight Most ECM systems have a variety of tools that ease customization. Users may want a automated classification …….but it has understand their needs. The adoption problem will not be solved by additional tools. This is a problem that must be dealt with through ensuring that ECM makes workday tasks easier to perform. Customized ECM Vanilla ECM
  20. 20. Identify information sources and assets that end-users require as well as those rogue sources that they are using to perform their jobs effectively. Start by identifying the riskiest information sources at the organization and departmental level Ensure you have control checks in place as you go through this exercise. Have all information sources been considered? Include network drives, fileshares, collaborative and cloud applications, flash drives/memory sticks, and any rogue sources such as desktop access databases or customized excel spreadsheets. Info-Tech Insight The main focus of this activity is to establish what information exists, who has access, its location, currency, and how the information is used. Information users at the department level will play a major part in this exercise as they are the knowledge sources regarding information assets.  The users can provide clarification around rogue sources that are being used, what types of information is being generated, for what purpose.  Users will have an understanding of how the information is used to perform daily tasks and responsibilities, and any inter-departmental information sharing that may occur.  Involve compliance to identify information that is confidential or requires any additional security measures. Compliance will be able to discount information that is not subject to ediscovery or compliance requirements. Consider the following for each information source:  Who has access to each information asset, how does the asset originate, does the asset provide current and accurate information?  Are there any information sharing activities with other departments?  Determine asset currency – is it used with some frequency, should it be destroyed or does it need to be archived.
  21. 21. What are your information sources (~15)? Information sources? Is it a… priority? Is it a… risk? x x x x x x x Get a list of information sources. There might be many but we only really need about 15 for demonstration purposes. If possible, go beyond the top level of a file share, but avoid going below three levels. 1. Brainstorm a list of different information sources. They could be file shares, existing document management repositories, or cloud-based services. 2. Refer back to existing system topology maps as memory aid and to guide the conversation. 3. Ask participants if the information source represent a business priority or a risk and mark them accordingly. Delete this box. Completion TipsX
  22. 22. Identify the “most dangerous” user personas What core users or departments are the most dependent on ECM or have roles that generate the most content for ECM? Take advantage of existing knowledge: What information sources are consistently at risk? Organizations with a standing Information Governance committees will have already answered this problem. Where are the compliance issues? Which group of users is the organization most concerned with? Non-compliance from user groups that know better is often due to a lack of support for BRPs Use IT system data: What does the log-in data tell us? Is there an AD role that is under represented? Users that are under-represented in access logs are likely dissatisfied with ECM. What department has the most complex site organization? Complex granular trees often result from user groups copying and re- filing information for new projects. Search logs – are there commonly searched terms? Searching for the same document is a sign that users do not recall where documents live.
  23. 23. Once you have identified the danger, define it Role: What do they do? What are their key challenges? E. What are their activities? Se. For what do they search? M. What document types do they use? S. Where do they work? T. When do they work? Code Identify key challenges with information use or access. Now that we have some of this information use it to jump start the taxonomy process
  24. 24. Example: Meet Casey- CSR for B2B on-line distributor Persona: Customer Service Rep. What do they do? • Process customer requests • Ensure order accuracy • Deal with special orders • Fix incorrect orders • Client renewals What are their key challenges? • Keeping up with chain of command • Confirming account processing • Visibility into past orders E. What are their activities? A/P, Case MGMT, contract negotiations Se. For what do they search? Bills, shipping logs, customer emails M. What document types do they use? Financials, archive, website communications, teleconference S. Where do they work? Secondary office, client site T. When do they work? Daily for orders, Quarterly for client CSR
  25. 25. Our hour long sorting exercise yielded potential categories and some detailed descriptors. Contract negotiations Billing Contracts Secondary office Remote CRM logs Surveys Direct interaction Location financials Call list Daily activities Calendar Hand-over Workgroup Potential taxonomy descriptors (MEST) These could be the drop- down terms Wide category Remember this initial goal is about gaining control over documents. The long term goal is a living set of descriptors that mirror business practices. These are probably too specific. Additional personas will generalize these further to make them usable.
  26. 26. Start your taxonomy based on the vocabulary that already exists across your information using applications Client size Depart. Budget related Location Order approvals fulfillment Initiative Intranet ERP Other sources Website HR structures Remember our goal at the beginning is to have enough taxonomy to confidently allow users to add content to ECM for the purposes that the organization has defined. The taxonomy WILL need to updated through a controlled process. The key with “semantic search” is a clear process for evaluating the usage. The goal should be to have these integrated into the controlled vocabulary to replace unused terms rather than create a shadow metadata system
  27. 27. 1. How good is our relationship with key departments? Think about how the persona will use information IT Competency 1. How do users move information? 2. How much audit trail do we need 1. Can we do this through UI customization? 2. Are there stock APIs for key user applications 1 2 3 Information Governance Technology readiness
  28. 28. Focus on their activities to scope the workflow/process problem Role: Customer Service Rep. What do they do? • Process customer requests • Ensure order accuracy • Deal with special orders • Fix incorrect orders • Client renewals. What are their key challenges? • Keeping up with chain of command • Confirming account processing • Visibility into past orders E. What are their activities? A/P, Case MGMT, contract negotiations Se. For what do they search? Bills, shipping logs, customer emails M. What document types do they use? Financials, archive, website communications, teleconference S. Where do they work? Secondary office, client site T. When do they work? Daily for orders, Quarterly for client CSR
  29. 29. Information Organization in ECM is not intuitive. User journeys allow IT to tailor ECM to guide users to the appropriate sites for information Build user journeys to detail the activities that require information that the Organization owns. • User journeys are maps of the steps in an activity. • They represent a linear set of steps or tasks that a user must complete to complete an activity • Essentially it is the same as process mapping that is done for BPM projects. • Depending on the goal of the journey they may represent a daily activity or a multi-day activity. • The key is that each activity is broken down in smaller steps that use or generate information in a documented form. CSR A/P Case management User Journey of a CSR’s day The goal of a user journey is break down activities into actionable steps. Specifically we are looking to focus on those tasks that use-or should use ECM. Once we have a Straw man for set of user journeys we can build a attach the information sources to each step. The user journey then provides guidelines to what IT needs to provide to users in ECM Check schedule Follow-up Confirm Payment Send order Review order Monitor action Request internal action Review fulfillment
  30. 30. Break user activities down into information related steps Step 1 Step 2 Step 3 Step 4 Step 5 CSR/ Account Maintence CSR/ Special order Persona/ Activity
  31. 31. Breakdown the user into distinct information using tasks Brainstorm Order
  32. 32. Order the tasks into a linear activity Step 1 Step 2 Step 3 Step 4 Step 5Persona/ Activity CSR/ Account Maintence CSR/ Special order Check Schedule Pull client history Confirm order Confirm payment Client follow- up Review order Review ful- fillment Request internal action Monitor action
  33. 33. Mark all steps that have concerns for IT Step 1 Step 2 Step 3 Step 4 Step 5 Persona/ Activity CSR/ Account Payable CSR/ Special order Check Schedule Pull client history Confirm order Confirm payment Client follow- up Review order Review ful- fillment Request internal action Monitor action
  34. 34. Place information stickies where they are most relevant for each task. Step 1 Step 2 Step 3 Step 4 Step 5Persona/ Activity CSR/ Account Payable CSR/ Special order Check Schedule Pull client history Confirm order Confirm payment Client follow- up Review order Review ful- fillment Request internal action Monitor action
  35. 35. Any known issues with the steps of the activity? Step 1 Step 2 Step 3 Step 4 Step 5Persona/ Activity CSR/ Account Payable CSR/ Special order Cust His G(v) Email G Cal O F/u G Email G F/u W Cal G F/u W Order G SFDC W Sales O Check Schedule Pull client history Confirm order Confirm payment Client follow- up Review order Review ful- fillment Request internal action Monitor action
  36. 36. Any known issues with the steps of the activity? Step 1 Step 2 Step 3 Step 4 Step 5Persona/ Activity CSR/ Account payable CSR/ Special order Cust His G(v) Email G Cal O F/u G Email G F/u W Cal G F/u W Order G SFDC W Sales O Check Schedule Pull client history Confirm order Confirm payment Client follow- up Review order Review ful- fillment Request internal action Monitor action
  37. 37. Where are the repeats? Can we reduce each persona to a handful of information sources and issues? Step 1 Step 2 Step 3 Step 4 Step 5Persona/ Activity CSR/ Account payable CSR/ Special order Cust His G(v) Email G Cal O F/u G Email G F/u W Cal G F/u W Order G SFDC W Sales O Check Schedule Pull client history Confirm order Confirm payment Client follow- up Review order Review ful- fillment Request internal action Monitor action Cust His G(v) Order G Email G F/u W SFDC W Sales O
  38. 38. 1. Do we need a full requirements gather exercise to do this? Show key stakeholders what you are thinking IT Competency 1. How much audit trail do we need 1. So we really want to do this in the ECM system? 1 2 3 Information Governance Technology readiness
  39. 39. Move from defining problems to building a solution The goals for requirements gathering. Basics of building a ECM site with user experiences in mind. • Identify goals of the site  What is the one activity that will drive users to stay within ECM. •Create a logical hierarchy for the content •Create a structure for the site based on the content hierarchy • Explore the use of metaphors to come up with a site structure (organizational metaphors, functional metaphors, visual metaphors)  Design the wireframes for the individual pages  Justify the project to stakeholders  Provide a feedback system to ensure that the site adoption stays high. For internal sites this is inherited from the controlled vocabulary
  40. 40. Where are the repeats? Can we reduce each persona to a handful of information sources and issues? Step 1 Step 2 Step 3 Step 4 Step 5Persona/ Activity CSR/ Account payable CSR/ Special order Cust His G(v) Cal O F/u G Email G Cal G F/u W Order G SFDC W Sales O Check Schedule Pull client history Confirm order Confirm payment Client follow- up Review order Review ful- fillment Request internal action Monitor action Cust His G(v) Order G Email G F/u W SFDC W Sales O In this example there five items that are common between the two user journeys.
  41. 41. Brainstorm solutions Workflow Name: Accounts payable Key Requirements Key Problems Potential Solutions Risks > Check Schedule Pull client history Confirm order Confirm payment Client follow- up Cust His G(v) Email G F/u W Order G SFDC W Sales O Email G
  42. 42. Make it easy to see where users are-so they can figure out where they need to be The 3 most relevant website navigation tools for ECM: 1.Bread crumbs. This provides a view into the page tree so that users can easily get back to right page quickly if they have gone to the wrong document but right area. The keys to this are logical titles that the user has a understanding of: for instance if there are multiple time-off documents the search or navigation may lead them to the vacation form where they really need the “personal time” form. 2.Progress tracking. This is only relevant for step-by-step processes such as filling out HR forms that have end points within the website. 3.Search as a last resort. Assume that there will be mis-spellings and other errors. The now ubiquitous “Did you mean:______” box. On the back end it will take working with the administrators to talk about potential mis-spells and similar documents but this is a big one for usability. Good taxonomy/tree design that limits the need to click through a variety of pages. The use of role based templates that limit the unnecessary information presented to each user segment will simplify the need for complex trees. S 2 3 F I need to find………
  43. 43. People search webpages via patterns. Some patterns are better for certain problems. Start with one and modify as necessary. Put the most used resources in an easy-to-see space on the page • What: searching for specific text elements users are most likely to search down the left side and across at specific points; an F shape. • So what: When attempting to give users options to go elsewhere think about visibility and placement in an F pattern. Fishing: to search for via a pattern Zumba: to dance through a area via a pattern • What: When looking for a phrase or function that they know, users tend to scan across left to right, scan back to the left and scan left to right; in a Z pattern • So What: For pages just for moving to other pages be mindful of the Z.
  44. 44. Do not make users search for mundane tasks, but these in the most easily recognized locations Start with the items that are part of the daily activities • What: searching for specific text elements users are most likely to search down the left side and across at specific points; an F shape. • So what: When attempting to give users options to go elsewhere think about visibility and placement in an F pattern. 1st 2nd 1 1 1 2 2 2 2 2 Send to SFDC Go to Email 1 2 1
  45. 45. Big buttons and clear names Move on to items that are less used but have high frustration • What: When looking for a phrase of function that they know, users tend to scan across left to right, scan back to the left and scan left to right; in a Z pattern • So What: For pages just for moving to other pages be mindful of the Z. 4 3 3 3 4 Forms 3 Person Search 4Order Approval Care Other 3
  46. 46. Brainstorm and Whiteboard potential solutions Branding Person SearchBreadcrumbs SFDC Email Document Search Schedule 9:00 10:00 11:00 12:00 13:00 14:00 15:00 16:00 17:00 18:00 Schedule pulled from Exchange. Includes link to SFDC for client Separate ECM search Dedicated person search The mock-up of the home screen does not have to address all of their needs but should give a sense of what can be done. Remember you are designing for access not problem solving. This is about giving the end user something to comment on. Forms Order Approval Care Other 1 2 3 3 4 4
  47. 47. What it will actually look like • Remember that for many workers, fixing mobile will be the key tool to increase their time in system. • Mobile changes what you can do but it will also change how users want to work. • Processes/ workflows that include mobile should involve users as early as possible. EMR secure portal Search box with explicit hint about framing question Exchange integration and viewport Do not base the mock-up on cost or difficulty. This initial assessment needs to be blue sky. Expensive for a subset of users may be cost-effective when expanded across several personas. The next step is to prioritize them based on real world conditions.
  48. 48. What is the enabling technology? Mobile Enterprise Application Scheduling IT build Third party app Vendor upgrade Workflows 1. This exercise is predominantly about defining near term and long term needs. For most organizations the answer will not be a yes or no in each column. 2. Use this as the place to determine what functionality that you require to meet user demands are on their roadmap or exist as part of their partner ecosystem 3. For the IT build column this can be a place to define gold solutions versus minimal function solutions Delete this box. Completion Tips X Be realistic, sometimes just adding a re-direct to the application is all that IT can do.
  49. 49. Repeat the process until all the top risky users have homepages

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