Innovation personas and_workflows

PERSONAS AND WORKFLOWS

Patient Services

NurseAllied Health Worker

Physician

Patient Transport

Office Professional

Leadership

Nurse or Practice Manager

For the Innovation Portal

OVERVIEW OF PERSONASAn Explanation

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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.

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THE PERSONASThe Deep Dive

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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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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

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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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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 DeskWrap Up

Break

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Helen – A NurseTrauma

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.

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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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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.

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.

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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 ideaMy idea is

implementedMy 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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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.

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Five Stages

Meetings and Working at Desk

Typical PSR Work Cycle


Eat. Often at desk


Desktop Desktop

Meetings and Working at DeskBreak


necessary.


necessary.

Morning Planning

Wrap Up



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 implemented

My idea is reviewed

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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.

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.

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Five Stages

Meetings and Working at Desk

Typical Sr. Leader 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 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 YOUFin

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Business

Innovation personas and_workflows