This document outlines a process for standardizing an organic intranet using user research techniques. It begins by introducing the authors and providing background on Mayo Clinic. It then discusses common intranet issues like inconsistent navigation, searchability problems, and a lack of governance. The proposed process involves discovering the problem through user studies, gaining support from leadership, designing and building standardized templates informed by user research, and establishing governance standards and marketing the new approach.

1. HERDING CATS: User Research Techniques for Standardizing an Organic Intranet

2. 2 Who We Are: ◄Sumathi Jayakumar ◄Gianna LaPin Tom Suther ►

3. Who We Are: ◄Sumathi Jayakumar ◄Gianna LaPin Tom Suther ► 3

4. 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. 5 A little bit about Mayo Clinic:

6. 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. 7 What does your intranet look like?

8. 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. 9 1 Content governance issues Language abbreviations silos Over-reliance “in-group” language Lack of dedicated resources Constant content growth

10. 10 DISCOVER THE PROBLEM The Process GET SUPPORT STUDY THE USERS DESIGN & BUILD ESTABLISH STANDARDS MARKET THE METHOD

11. 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. 12 DISCOVER THE PROBLEM 212 170 - 58

13. 2 DISCOVER THE PROBLEM 212 170 - 58 112 13

14. 14 Schedules Calendars AcademicCalendars X

15. 15 Therapists People Residents Psycho-therapists Practicepersonnel EndoPersonnel Staff 3 Desk X Directory Secretary

16. 16

17. 17 GET SUPPORT Leadership Buy-In Identify project champions Build consensus Approach the right leaders Present compelling evidence Share problems & potential benefits

18. 18 GET SUPPORT Benefits to… End Users► Usability and findability Clinical Department Web Owners► Content governance Intranet Shared Services Unit► Shared template

19. 19 GET SUPPORT Champion IT Support UI Designer Subject Matter Experts Viz Designer Proj Manager User Researcher Content Specialist

20. 20 STUDY THE USERS ◄Review existing content Usage Statistics ►

21. 21 STUDY THE USERS ◄Audience Analysis

22. STUDY THE USERS 22 ◄Surveys Focus Groups ►

23. STUDY THE USERS DESIGN & BUILD DATA TODESIGN

24. 24 DESIGN & BUILD ◄Affinity Sort

25. 25

26. 26 DESIGN & BUILD ◄Initial drafts

27. 27 DESIGN & BUILD #004090 #6388ab #ecf0f9 #faf5eb

28. 28 DESIGN & BUILD ◄Get Reactions

29. ESTABLISH STANDARDS 29 ◄Final Design

30. ESTABLISH STANDARDS 30

31. 31 ESTABLISH STANDARDS

32. ESTABLISH STANDARDS 32

33. 33 MARKET THE METHOD

34. 34 MARKET THE METHOD

35. 35 MARKET THE METHOD

36. 36 So, In Closing…

37. 37

38. 38 Questions? ◄Sumathi Jayakumar sumathi@mayo.edu Tom Suther ► suther.thomas@mayo.edu ◄Gianna LaPin lapin.gianna@mayo.edu