4th Strategic Internal Communications for Health Care

Every successful company focuses its attention towards understanding the needs of customers, but rarely does it focus the same level of attention towards their own employees. Personas help project members understand, empathize, and communicate with user groups they may never see face-to-face.
 

The goal of the Institutional Personas project was to better understand Mayo Clinic's employees, so that designers, developers, and analysts could create better products and services; if the employees were supported with user-friendly tools and resources, they would in turn provide better patient care.

 

Several unique challenges faced this team. Creating personas on this scale was new territory. Additionally, creating personas that are not project-specific posed difficulty because it was unknown ahead of time what kind of information they would need to gather. Finally, making the personas available to everyone at the institution and educating key user groups on how to leverage persona insight continues to be an ongoing effort of the team.

 

In this session, discover why institutional personas are important in any organization and how using these personas can help you save time and money, including:

 

• How personas help project team understand and empathize with users
• Steps to create institutional personas and how to use them
• Challenges to prepare for during the creation and maintenance process of the institutional personas
• Best practices of persona validation process and governance
• How personas help content owners create quality content to drive user adoption

 

John Schultz, User Experience Designer

Mayo Clinic

Sumathi Jayakumar, Intranet UX Manager

Mayo Clinic