Innovation personas and_workflows

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Information about Innovation personas and_workflows
Business & Mgmt

Published on March 16, 2014

Author: Metrozoe

Source: slideshare.net

Description

This is a presentation that I prepared for executive leadership at a top ranking health services organization to explain how innovation would be done in an internal innovation portal that I had designed. Although originally developed for user experience practitioners, personas and workflows are well suited to helping C-level executives quickly understand the benefits of a technological solution.

PERSONAS AND WORKFLOWS Patient Services Nurse Allied Health Worker Physician Patient Transport Office Professional Leadership Nurse or Practice Manager For the Innovation Portal

OVERVIEW OF PERSONAS An Explanation 2

Personas represent key end users of the Innovation Portal. We are designing the portal to serve the needs of 8 personas. If the site can serve the needs of these 8, then it will serve the needs of the vast majority of end users, who display traits that span one or more of the personas. 3

THE PERSONAS The Deep Dive 4

THE PERSONAS We have chosen to focus on eight 1. Patient Transport 2. Patient Service Representative 3. Office Professional (Finance, IT, HR, etc.) 4. Allied Health Worker (Pharmacist, Radiation Technologist, Respiratory Therapist, etc.) 5. Nurse 6. Practice Manager or Nurse Manager 7. Physician 8. Senior Leader 5

6 Two Types of Usage Can Be Expected Everyone Else will use the Innovation Portal to provide a clear path to developing ideas and to have the help of leadership in implementing them. will use the Innovation Portal to test interest in ideas and manage findings from the forum on their own. Senior Leadership

Recommended Ideation Path For Everyone Except Sr. Leadership I have an idea My idea is reviewed My idea is commented on by all of Penn Medicine I build a team My idea is implemented 7

Recommended Ideation Path For Sr. Leadership I modify my idea I implement my idea I have an idea My idea is commented on by all of Penn Medicine 8

Five Stages Work Near or At Desk Typical Daily Work Cycle Assess work day needs. Eat. Often at desk Opportunity to reflect and record ideas is ongoing. Desktop Desktop Attend meetings or work at desk as necessary. Attend meetings or work at desk as necessary. Planning Finish final tasks. Planning for next day has been ongoing throughout the day though. Opportunity to reflect and record ideas is ongoing. Work Near or At Desk Wrap Up Break 9

Helen – A Nurse Trauma Digital Access I can have ideas at anytime. Because of my position I have a great deal of control over how I do my job. This allows me to work on a desktop when I need to. There are times when I am working when I can’t get to a work station but do have ideas. Having an application that I could use on my cell phone to take quick notes would be helpful. Ideas There are a lot of procedures that we are doing. Any one could be redesigned for improved patient outcomes. Support I have good connections for getting traction around my ideas. I am respected and my leadership will get behind me. Time I have time to be involved in Penn. If I have a good idea and want to put people together to move it along, that will be supported. 10

Typical Nurse Ideation Path I build a teamI have an idea My idea is reviewed My idea is implemented 11

Alex – Transport I need… I see things that could be changed and must rely on word of mouth to my advisor. I need something more reliable than this way to get my ideas into action. Ideas I see things that could be changed all of the time. Digital Access I can have ideas at anytime. I have access to a desktop during my breaks in the break room. There are fewer desktops, though, than people. Time My work is very routine but it also means I routinely have breaks when I could log in an idea - if I had one. My supervisor also requests that I check my email so that I am aware of official announcements and Penn Medicine things. 12

Five Stages Move People Typical Transport Work Cycle Review assignment and prepare myself Eat. Cafeteria or in break room. No Access Break Pick up orders on cell via text message and move people Pick up Orders and Schedule Clean Up Clean Opportunity during waiting for transport to reflect and record ideas is ongoing. Move People Opportunity during waiting for transport to reflect and record ideas is ongoing. Pick up orders on cell via text message and move people No AccessShared Desktop 13

Typical Transport Ideation Path I have an idea My idea is implemented My idea is reviewed without me Alex is disconnected from his idea after presenting it to his supervisor. I discuss it with my supervisor 14

Janet – Patient Services Representative I need… I see things that could be changed but it is not clear to me or my manager who to go to get things done Ideas I see processes that could be changed and the way we relate to patients could be improved all of the time. Digital Access I have access to a desktop at all times Time My work is mine to organize so it is easy for me to get the time to go online and work on my ideas. 15

Five Stages Meetings and Working at Desk Typical PSR Work Cycle Assess work day needs. Eat. Often at desk Opportunity to reflect and record ideas is ongoing. Desktop Desktop Meetings and Working at DeskBreak Attend meetings or work at desk as necessary. Attend meetings or work at desk as necessary. Morning Planning Wrap Up Finish final tasks. Planning for next day has been ongoing throughout the day though. Opportunity to reflect and record ideas is ongoing. 16

I have an idea Typical PSR Ideation Path Janet uses peer review before presenting ideas to her supervisor. I discuss the idea with my peers My idea is implemented My idea is reviewed 17

Frank – Senior Leader I need… I am working on initiatives that could use input from the general population at Penn Medicine. Ideas I am on the cutting edge of new ideas related to my discipline Digital Access I have access to a desktop at all times Time My work is mine to organize so it is easy for me to get the time to go online and work on my ideas. 18

Five Stages Meetings and Working at Desk Typical Sr. Leader Work Cycle Assess work day needs. Eat. Often at desk Opportunity to reflect and record ideas is ongoing. Desktop Desktop Meetings and Working at DeskBreak Attend meetings or work at desk as necessary. Attend meetings or work at desk as necessary. Morning Planning Wrap Up Finish final tasks. Planning for next day has been ongoing throughout the day though. Opportunity to reflect and record ideas is ongoing. 19

Typical Sr. Leader Ideation Path Frank does not leverage peer support in refining ideas, instead he leverages his position and knowledge of who to go to. My idea is reviewed My idea is implementedI have an idea 20

THANK YOU Fin 21

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