How many times have you thought there has to be an easier way to convince the exec that your intranet design will work? Or that something is really broken. You’ve done the research and taken a user centred design approach yet the CEO still wants a massive hero image and search as the sole elements of the homepage. Before you tear your hair out, Rebecca will share her secrets, including:
- real life stories that have changed whole projects
- using stories to alter views
- how to paint a picture of the future that hasn’t happened yet.
14. My story son (Millennial) looking for a place for his mum
Questions I have
Can they choose to eat in their room if they like?
Are there set meal times?
Can they sit outside to eat?
Can I visit anytime?
Do you do laundry?
What staff do you have and what are their
qualifications?
Is everywhere wheelchair accessible?
Is there a pharmacist on site?
How long is the waitlist?
What we care about
Mum and her happiness - we want to make
sure she is comfortable and not lonely
Love the Eaden philosophy
Activities and environment
Being able to give mum the rehab she needs
(happy to pay for private ones to come in)
What we want from the website
It to answer my questions once I have had a
referral from friends.
Be able to apply online.
“My first port of call was Facebook to ask my friends if they knew anything about
Aged Care… I trust my friends much more than a website so that’s where I
started…. I am in Sydney but my sister is in Samford…
It’s all very confusing, the social worker that’s working with mum is some help
and apparently the hospital provide a placement service but I’m waiting to hear
more about that, I’m learning as I go. ”
“I will certainly put an application in here
and hopefully get it but I know we have to
pick 5 options… mum is fully supported
after her stroke on NYE”
15. Our story sisters looking for a place for dad with Dementia
Questions we have
What’s the ratio of male to female?
What parking is available for visitors?
Finances - how does this all work, how much
does it cost?
Mum and dad are divorced but living together,
will the house be counted in dad’s assets?
What care is available for spouses? “Mum will
need independent living in a couple of years”
Can we get someone to remind him to take
vitamins and to eat?
Is it additional cost if he has a tray service to
his room?
What we care about
Dad and his care and happiness
Location (must be near Oxley)
Everything in one place including high care
progression
One stop shop (to know that he can get Allied
Health services as well as all of the care and
extras he needs here)
Food - “it’s great that he can have a choice
and also just help himself to yoghurt or a
sandwich at any time”
What’s included - room, tv, foxtel, wifi. “I like
not getting charged for every little thing”
What we want from Wesley website
Virtual tour online - “we could show dad before
we get here, the visuals are great rather than
words”
Complete application online
Step by step instructions on what you need to
do and a link off to the relevant sites and
forms including what I need to get from the
doctor and other health care providers.
“It to be super simple, answer our questions
and point us to what else we need to do”
Online file to show what dad has done today
e.g. he joined in dancing, love the chocolates
you brought on weekend, wants a paper
delivered each day.
“We are new to all of this and really learning as we go along, this is the first place
we have visited and is our pick. I feel like I am in a bit of a muddle.
We both have our own families and we work full time as well as dad with Dementia
and mum wants help selecting a new kitchen. We really don’t have a lot of time
and mostly do this (research) at night …”
24. “most of my day is spent logging IT forms…
there are over 260 known errors (we have a
separate intranet page to look up the known
errors and what to do with them”
“we are getting pressure to get these claims
done and we know we shouldn’t do this but
we have to put the claims in so we find a way
(we are told you ruin the system but not sure
what that means)”
“we don’t understand why it looks so different,
you will come in one day and everything is
changed”
“I know IT are trying to fix it… but we came in
today and there was something else broken
that was working yesterday!”
31. Nicole
Nicole has worked in health for
over 12 years, now Nursing Unit
Manager for a Regional Hospital
She used to focus on taking
care of patients, these days she
looks after a large team of nurses,
medical and midwifery student,
home care and birthing suites so
there is more admin than she
would like.
The better she can support the
team, the better health care they
32. On the way to work Nicole checks
what she has on for the day. She
would have never dreamed of starting
work before stepping into the hospital…
she likes being able to get on top of
things before her shift has begun.
She looks at hand over notes and
checks on the history of a patient.
Susan likes the flexibility, she still
carries a notebook with her but she
can now photograph her notes and
the in-built app turns it into text making
it easy to assign tasks via email or text.
33. One of her team messages her
on the internal app, her patient
is a surrogate and needs some
legal advice before proceeding.
Nicole can’t answer from her
own experience, so she does a
‘shout-out’ to her network of
colleagues.. the answer comes
back almost immediately. She
shares her notes, contact
information and where to go
for further legal advice.
34. During her rounds, Nicole
completes a quality audit on
her phone. By the time she is
back at her desk, it has uploaded
to the system and she performs a
final check before sending it off.
Unfortunately, the roster system
still doesn’t talk to the payroll
system, but at least the variances
are highlighted for Nicole so she
can follow them up.
35. Nicole’s next interview is late
and she takes the opportunity to
check for urgent emails and to
post a staff notice to the virtual
bulletin board.
Angus is alerted to the notice
as soon as it comes through
and when Nicole bumps into
him in the corridor after the
interview, he is ready and
armed with questions for her.
----- Meeting Notes (2/06/16 07:31) -----
what if you don't have the understanding/support of the CEO/Exec that NSW fire and rescue had
How many times have you thought there has to be an easier way to convince the exec that your design will work? Or that something is really broken.
You’ve done the research and taken a user centred design approach yet the CEO still wants a massive hero image and search as the sole elements of the homepage.
before you tear your hair out…
it’s time for me to share my secrets…
about painting a picture…to influence
I would love to say I am artistic but this is about my current level of drawing ability…I know i will improve with practice but it’s not one of those talents I was blessed with. Setting my sketch book aside
today I am going to share my secrets for influencing through telling stories and painting pictures of the future (without the need for any artistic ability).
Key theme across everything today - different ways of presenting research to influence the direction
12 months ago there was a site redesign… employed a website developer to pull together a website.. consulted with stakeholders to see what they thought their audiences needed…you can guess how that worked out for them
but forgot one important part… who they were designing for…
Stakeholders still thought they new what needed to be done.. oh and it needs to be done FAST!!!
you have tried telling them that users don’t read, they are coming to the site to get an answer to a question or perform a task and whilst they are nodding.. they are still asking you to put up pages and pages of about us content..
not to mention a small budget and little time for research
Time to be creative with what I have
Enter guerrilla research……I have used this technique many times before…
I’ve got an hour… what can I get…
I’ve lined up to follow around a millennial looking for care for his mum that recently had a stroke..
It was sudden his mum is young but she needs full time care (at least for now). Daniel started looking in his social network to see if anyone could recommend someone for aged care… Niki just happened to work for this not for profit and suggested Daniel come in for a look. There is where I come in. I followed Daniel around, listened to what information staff gave him, what questions he asked and the story he told about what he wants for his mum. I took lots of notes (wandering around an aged care facility.. no computer.. just my note book).
After an hour with Mark… I pulled together key quotes, what he cared about, questions he has, details on what he wants from the site. It’s not a persona, it’s just a more visual way to present notes than the scribbles in my notebook..
I also had an hour with these lovely sisters…when presenting this slide to the stakeholders.. They were astounded that I could get this amount of information in an hour
This information has been used to structure, design and now write content for the site. That’s my iPad, some residents and their families that I have been testing with.
Story 2
• Enter a government department..
Staff were processing 10 claims a day
Backlog - ministers complaining and it’s in the media..
• It has hit dire stages as they are getting external pressures to process 20K claims in two weeks
Agile when done well can have great outcomes…
not so much in this case..
IT are releasing ‘improvements’ nightly .. it is all too much for staff… they revert back to what they know and start using the old system again
no change management, no time to test and see if it breaks anything else
something that worked yesterday might be broken today
enter Beck...
• asking lots of questions but not of the leaders and stakeholders but the staff
• demanding a visit to the front line…to visit those processing claims
• not only to find out why the slow down in process but
•
OBSeRVE THEM… how they use the system… (first they only let me see 3 people in a room at Corporate)
•
capture quotes… LOTS OF QUOTES
• deliver back recommendations supported by quotes..
• MAIN AIM - help exec and IT understand the impact of making such quick changes without adequate testing
• describe what this is doing to staff culturally and the image of the system going forward...
•to do a compelling report needed to focus on quotes…
These quotes were presented after 3 x 1hr sessions… they decided that if I could get this then
Imagine what I could get if I was in their environment – so they released me into the wild…
watching their interactions with other staff, systems and customers but in their environment continue to ask more questions.. get them to talk me through how they are working..
• QUESTION everything...
•
PRESENTED A REPORT
what happened then - IT stopped making so many changes … use the old system to get through the back log
• IT are understanding the impact of their actions and taking a more strategic approach to changes
• communicate to staff the changes, how they will affect them and what the impact is of doing things ‘the old way”
Sarah and Tim work in the intranet team for a hospital, They are keen to implement a great digital workplace as they can see the potential. •
No one else want to do anything as they are very risk adverse, it is hard for them to picture the future.
•
Post research we presented a day in the life to show
What would this digital workplace look like?
What kind of change will it bring to staff… and for patients?
How it helps individuals and hospital deliver goals
worked Health for over twelve years in a number of roles and is now the Maternity and Midwifery Nursing Unit Manager (NUM) for a Regional HHS. Susan is a highly trained clinician and very good at what she does. She is a new manager and has lots of additional administrative tasks to take care of. To date Susan’s career has focused on taking care of patients, but these days she finds herself looking after a large team of nurses, medical and midwifery students, the midwifery home care service and the birthing suites. She is enjoying the new responsibilities and challenges and knows that the better she can support the team, the better health care they can in turn provide.
On the way to work Susan checks what she has on for the day. Whereas before she would have never dreamed of starting work before stepping into the hospital, she now finds it an almost pleasurable experience checking ahead on her phone. It gives her a real sense of satisfaction to be able to get on top of things before her shift has even begun. She finds hand- over notes from the previous shift and can add these to her own. She wants to check on the history of a patient, it’s easy now as all the patient notes are archived and easily accessible from her phone. Susan likes that the new digital way of working has left enough room for people to work in their own ways, for example, Susan still likes to carry a notebook [slide: Notebook] around with her. Now she can easily photograph her notes, and the in-built app turns it into text making it easy to assign tasks via email or text message without having to re- key anything. As she is walking around Susan adds a voice note and is provided with the option to turn it into text, she ticks the box and emails it off.
One of her team messages Nicole on the internal app, her patient is a surrogate, and she requires some legal advice before proceeding. It’s not something that Susan can answer easily from her own experience, so she does a ‘shout-out’ to her network of colleagues. The answer comes back almost immediately from a midwife in another hospital who has recently come across the same thing. She shares over her notes, and contact information for where to go for further legal advice, if needed. Although Susan hasn’t met the people that she interacts with online, she feels like she knows them really well and they are a constant support to her through the day.
During her rounds, Nicole completes a quality audit on her phone. By the time she gets back to her desk it has uploaded to the system and she performs a final quality check before sending it off [slide: re-key information].
Unfortunately the roster system still doesn't talk to the payroll system, but at least is easier to see and amend the variances which are highlighted and turn around time has been greatly reduced at both ends.
Susan’s next interview is late and she takes the opportunity to quickly check for urgent emails and to post a staff notice to the virtual bulletin board [slide: noticeboard].
Angus is alerted to the notice as soon as it comes through and when Susan bumps into him into the corridor after the interview, he is ready and armed with questions for her.
I’ve shared 3different ways of presenting research to influence the direction today and there are many more.
Quotes to make it real, what they care about, questions they have (helps guide the content you need), expectations of the site.
You might think… she said there would be secrets… the real secret is your ability to influence the situation… think about the problem.. what information you have and more importantly, what motivates the person/people you are trying to influence…
Over to you…for questions or a situation that you are trying to influence a decision…