Transcript
Personas
Patient Services
NurseAllied Health Worker
Physician
Patient Transport
Office Professional
Leadership
Nurse or Practice Manager
For the Idea Exchange
Penn Medicine Department of Human ResourcesPrepared by:Mark Waldo - Digital StrategistAaron Johnson - Manager, Social Media and Employee Communications
THE PERSONASAn Explanation
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Personas represent key end users of the Exchange. 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.
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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
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Location of PersonasPhysician
Senior Leader10%
25%
65%Patient Transport
Patient Service Representative
Office Professional (Finance, IT, HR, etc.)
Allied Health Worker (Pharmacist, Radiation Technologist, Respiratory Therapist, etc.)
Nurse
Practice Manager or Nurse Manager
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What Is In These Personas?How is ideation currently managed?
Is web access an issue and when and how does it occur?
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What existing cow paths can we pave?
How will people get to the Exchange?
FINDINGSTrends We Found
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Two Types of Usage Can Be Expected
Everyone Else
will use the Exchange to provide a clear path to developing ideas and to have the help of leadership in implementing them.
will use the Exchange 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
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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
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Two Types of Usage Can Be Expected
Both can be accommodated within one online process
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There is a Typical Day
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 UpBreak
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As a Result, Access to the Exchange will be Easy-ish
Most have access to
desktop computers
All have the ability to
submit text messages via
mobile devices
Most can find time amidst their daily work to contribute ideas
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On the other hand, staff has time but not a lot of time.
Implement only essential features.
Additional resources and tools go elsewhere.
Scope of site must be immediately evident.
Actions on each page limited to the essential.
When there is little time, too many choices inhibit choosing.
INDEX A: THE PERSONASAll Eight Personas
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Helen – A NurseTrauma
Digital AccessI 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.
IdeasThere are a lot of procedures that we are doing. Any one could be redesigned for improved patient outcomes.
SupportI have good connections for getting traction around my ideas. I am respected and my leadership will get behind me.
TimeI 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. 17
Typical Nurse Work CycleFive Stages
Work with patients
Assess patients during hand off
from nurse going off shift
Eat. Often at desk
Opportunity to reflect and record ideas is ongoing.
Desktop Desktop
Work with PatientsBreak
Attend to patients Attend to patients
Hand-Off Hand-Off
Finish final tasks.Hand off information to on boarding nurse
Opportunity to reflect and record ideas is ongoing.
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Typical Nurse Ideation Path
I build a teamI have an ideaMy idea is reviewed My idea is
implemented
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Jennifer – Practice ManagerOncology practice
I need…To be connected to the organization. Sometimes I hear
about things too late from a chance encounter when I should have known like everyone else.
I need to hear from my staff what they need and see.
IdeasThere must be other managers like me outside of my
entity who are doing the things I do. What can I learn? What can I share?
Digital AccessI can have ideas at anytime. I have access to a desktop
while in the offices I sit in and Blackberry in transit.
TimeI have time for this. It helps me do my job and helps my
team. 20
Five Stages
Meetings and Working at Desk
Typical Practice Manager 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.
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Typical Practice Manager Ideation Path
My idea is reviewedI have an idea
Jennifer does not leverage peer support in presenting ideas, leveraging her position and knowledge of who to go to instead.
My idea is implemented
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Jeff – Allied Health Worker Respiratory Therapist
I need…Someone to listen to my ideas. I see things that could be
changed but what do I do? There is very little time for anything else. I also don’t get the sense that the admins who oversee our work share our values. They are focused on costs when we are focused on patients. We never see them. We are just parts of a plan THEY are putting into place.
IdeasI can have ideas at anytime. I am interested in finding
other people like me. How are they doing the things I do? What can I learn?
Digital AccessI have access to a desktop while in the offices I sit in.
TimeMy work is very routine and measurable so I face stiff
quotas during the day. I have to meet these, but I have random time between patients for this. 2
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Five Stages
Procedures
Typical Allied Health Worker Work Cycle
Pick up print orders and type
them into system.
Schedule patients and then wait on
transport.
Eat. Cafeteria or in break
room.
Desktop Desktop
Break
Call patients in and stay with patient
until transport returns to pick
them up.
Pick up Orders and Schedule
Clean Up
Clean
Opportunity during waiting for transport to reflect and record ideas is ongoing.
Procedures
Call patients in and stay with patient
until transport returns to pick
them up.
Opportunity during waiting for transport to reflect and record ideas is ongoing.
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Typical Allied Health Worker Ideation Path
My idea is reviewed without meI have an idea My idea is
implementedI discuss it with my supervisor
Jeff is disconnected from his idea after presenting it to his supervisor.
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Alex – TransportI 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.
IdeasI see things that could be changed all of the time.
Digital AccessI 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.
TimeMy 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.
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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
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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
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Jill – Office ProfessionalFinance
IdeasMy supervisor helps us when we have new ideas. I have also met some other people like me within the
organization I can talk to. We discuss problems and have ideas but they often die. We get too busy. Someone moves on. Ideas often don’t go anywhere unless they are simple and small.
I am interested…In finding other people like me outside of my entity. How are they doing the things I do? What can I
share?
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Five Stages
Meetings and Working at Desk
Typical Office Professional 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.
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I have an idea
Typical Office Professional Ideation Path
Jill uses peer review before presenting ideas to her supervisor.
I discuss the idea with my
peersMy idea is reviewed My idea is
implemented
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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
IdeasI see processes that could be changed and the way we relate to patients could be improved all of the time.
Digital AccessI have access to a desktop at all times
TimeMy work is mine to organize so it is easy for me to get the time to go online and work on my ideas.
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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.
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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
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Kamal –PhysicianI need… I am working on projects and research that could benefit
from input from experts in the organization as well as the general population at Penn Medicine.
IdeasI am on the cutting edge of new ideas related to the
practice of medicine and I am out in the world as an ambassador for Penn speaking and working in the larger community
Digital AccessI have access to a desktop at all times
TimeMy work is mine to organize so it is easy for me to get
the time to go online and work on my ideas.
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Five Stages
Working on own or with patients
Typical Doctor Work Cycle
Working on own or with patients
Eat. Often at desk
Opportunity to reflect and record ideas is ongoing.
Desktop Desktop
Break
Opportunity to reflect and record ideas is ongoing.
Morning Planning Wrap Up
Attend meetings, work at desk, or
attend to patients as necessary.
Attend meetings, work at desk, or
attend to patients as necessary.
Assess work day needs.
Finish final tasks.Planning for next day
has been ongoing throughout the day
though.
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Typical Doctor Ideation Path
Kamal leverages peer support in presenting ideas, and leverages his position and knowledge of who to go to.
My idea is reviewed My idea is implementedI have an idea
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Frank – Senior Leader
I need… I am working on initiatives that could use input from the
general population at Penn Medicine.
IdeasI am on the cutting edge of new ideas related to my
discipline
Digital AccessI have access to a desktop at all times
TimeMy work is mine to organize so it is easy for me to get
the time to go online and work on my ideas.
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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.
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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
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Thank You
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