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1
Introductions
Intranet Leadership Forum
Sydney 2014
Gianna Pfister-LaPin
Mayo Clinic
Rochester, Minnesota
USA
2
MayoClinic
Persona Project
Intranet Leadership Forum
Sydney 2014
3
Alittlebitabout
Mayo Clinic
Largest integrated not-for
profit group practice
60,000 employees at
3 different locations
1...
4
Alittlebitabout
Mayo Clinic
Decentralized intranet
Team supports 8,000
authors publishing 2,000
individual websites
Esti...
5
TheProjectthatStarteditAll:
6
SuccessFactor#1.
High-functioning
project team
7
SuccessFactor#2.
User-Centered
Design Process
(personas)
8
=+
The“IntranetInnovation”equation:
9
Apersonaisatool thatdescribes
agroupofpeople.
Archetypical
Feelshuman
Basedonfacts
andresearch
10
=
4,500 Administrative Assistants
Apersonaisatool thatdescribes
agroupofpeople.
11
Who are we?
12
Business Case
Lack of reliable research about employees:
How do they work?
What are their needs?
Products/services for ...
13
Project
Approved!
14
GettingStarted
15
ProjectGoals
Discover & document:
Behavior patterns & experiences
Key tasks & necessary resources
Preferences for commu...
16
ProjectScope
Originally started out as intranet-only, but
grew (based on HFI recommendation)
Not intended to be a singu...
17
where do we start?
18
19
PRACTICE
RESEARCH EDUCATION
20
Technologist
Physician/Surgeon
NP / PA
Nurse Anesthetist
Food Service
Administrator
Medical Secretary
Therapist (PM&R /...
21
Technologist
Physician/Surgeon
NP / PA
Nurse Anesthetist
Food Service
Administrator
Medical Secretary
Therapist (PM&R /...
22
“So… what would you say you do here?”
23
Persona Development Process
PLAN
•Employee
Segmentation
•SME
Identification
•SME
Interviews
•Recruitment
Interviews
•Sc...
24
560 hours
spent on
interviews
180
interviews
completed
50-60
hours of
validation
9actively
engaged
stakeholders 40 SMEs...
25
26
27
Lessons
Learned:
28
Teamwork
still critical
29
The Giant Excel Spreadsheet Of Death
30
Being the groundbreaker
sucks sometimes.
31
Employeesthe personas.
32
Thosethatsayitcan’tbedone
shouldgetout ofthewayof
thosedoingit.
Chinese Proverb
“
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Mayo Clinic's Persona Project

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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.

Published in: Design
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Mayo Clinic's Persona Project

  1. 1. 1 Introductions Intranet Leadership Forum Sydney 2014 Gianna Pfister-LaPin Mayo Clinic Rochester, Minnesota USA
  2. 2. 2 MayoClinic Persona Project Intranet Leadership Forum Sydney 2014
  3. 3. 3 Alittlebitabout 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. 4 Alittlebitabout Mayo Clinic Decentralized intranet Team supports 8,000 authors publishing 2,000 individual websites Estimated Size: 1.5 mil pieces of content
  5. 5. 5 TheProjectthatStarteditAll:
  6. 6. 6 SuccessFactor#1. High-functioning project team
  7. 7. 7 SuccessFactor#2. User-Centered Design Process (personas)
  8. 8. 8 =+ The“IntranetInnovation”equation:
  9. 9. 9 Apersonaisatool thatdescribes agroupofpeople. Archetypical Feelshuman Basedonfacts andresearch
  10. 10. 10 = 4,500 Administrative Assistants Apersonaisatool thatdescribes agroupofpeople.
  11. 11. 11 Who are we?
  12. 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. 13 Project Approved!
  14. 14. 14 GettingStarted
  15. 15. 15 ProjectGoals Discover & document: Behavior patterns & experiences Key tasks & necessary resources Preferences for communication Create an institution-wide resource
  16. 16. 16 ProjectScope 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. 17 where do we start?
  18. 18. 18
  19. 19. 19 PRACTICE RESEARCH EDUCATION
  20. 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 LABSSUPPORT EDUCATION
  21. 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. 22 “So… what would you say you do here?”
  23. 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. 24 560 hours spent on interviews 180 interviews completed 50-60 hours of validation 9actively engaged stakeholders 40 SMEs interviewed 6 data- analysis workshops 4 months to compete all interviews About 40 finished personas
  25. 25. 25
  26. 26. 26
  27. 27. 27 Lessons Learned:
  28. 28. 28 Teamwork still critical
  29. 29. 29 The Giant Excel Spreadsheet Of Death
  30. 30. 30 Being the groundbreaker sucks sometimes.
  31. 31. 31 Employeesthe personas.
  32. 32. 32 Thosethatsayitcan’tbedone shouldgetout ofthewayof thosedoingit. Chinese Proverb “

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