Penn personas v2.2

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.


necessary.

Planning

Finish final tasks.Planning for next day

has been ongoing throughout the day

though.


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


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


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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


Eat. Often at desk


Desktop Desktop

Meetings and Working at DeskBreak


necessary.


necessary.

Morning Planning Wrap Up



though.


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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.


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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.


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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


Move People


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


Typical Office Professional Work Cycle


Eat. Often at desk


Desktop Desktop



necessary.


necessary.




though.


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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


Typical PSR Work Cycle


Eat. Often at desk


Desktop Desktop



necessary.


necessary.




though.


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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 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


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


Desktop Desktop

Break



Attend meetings, work at desk, or

attend to patients as necessary.

Attend meetings, work at desk, or

attend to patients as necessary.




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


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


Typical Sr. Leader Work Cycle


Eat. Often at desk


Desktop Desktop



necessary.


necessary.




though.


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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

Design

Penn personas v2.2