Consumer Portal eWorkplace Intranet

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Consumer PortaleWorkplace Intranet
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Discussion Points

• Background / Project Charter
• User Analysis
• Site Structure
• Site Migration
• divine Contribution
• Next Steps

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BHS has created a user focused approach for its
web initiative

• The Steering Committee invested over 24 months of
  analyzing internal goals and external needs. The
  team took their findings and recommended creating
  four portals within the BHS website
• Consumer,
• Patient,
• Physician and
• eWorkplace (employee)
• This approach builds on a user-centric principle,
  developing specific portals for each target
  end-user group.
• The main benefit of this method is to address and
  meet the needs of distinct users, rather than
  assume one site works for everyone

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with a specific overarching mission

• The eHealth initiative will build and strengthen
  the relationship between BHS and existing
  patients, their families, physicians, employees
  and community members by
• Empowering patients with tools to support
  education, monitoring self management and
  clinical intervention
• Providing access to BHS services
• Creating awareness and loyalty to BHS programs,
  services and its physicians
• Delivering health care to all audiences
• Providing access to retail transactions
• Improving financial performance
• Improving the efficiency, quality and safety of
  health care delivery

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Baystate Health has identified the following key
themes to reinforce the mission

• The destination for comprehensive, quality
  health care
• Your partner in the community and a trusted
  community resource
• The leader in quality, compassion, and commitment
  to health service delivery
• The employer of choice

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User Analysis
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User centric web design centers on nine core
principles
"Usability Engineering" by Jakob Neilsen p20
Academic Press
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Creation of user personas help to fulfill these
tenets

• A user persona is an individual level description
  of needs and behaviors which helps guide site
  design
• Personas take audience segmentation to the
  individual level
• This approach helps designers to create empathy
  and understanding with the user and their needs
• Through these archetypes, the design team can
  make informed decisions about features,
  navigation, interactions, and graphic design

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Consumer Portal core personas
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eWorkplace Intranet core personas
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Site Structure
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The site structure builds on user identity

• The new site design is focused on subtly guiding
  navigation based on user needs and experience.
  This approach is known as Cognitive Navigation.

• The user Identifies with a Role, a
  Hospital/Center, a Disease/Condition, or a
  Program/Service.
• The user then Selects their area of interest.
• The user Specifies their interest from a list of
  relevant options
• The user Realizes their goal through attaining
  pertinent information

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The high level site map demonstrates how
cognitive navigation guides the user
Home
Patient/Visitor/ CareGiver
Employee
Hospitals/ Centers
HealthCare Professional
Identify
Disease/ Condition
Programs/ Services
Select
Disease/ Condition State
Specify
Document/ Article
Realize
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Wireframes allow the team to design pages from a
functional perspective

• A wireframe is
• a functional page design
• a tool to help with navigation design
• A wireframe is NOT
• intended to represent the visual treatment of the
  page

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The BHS Home Page clearly builds on the Cognitive
approach

• Draft BHS Home Page

Persistent navigation
User identification
Location specific navigation
Cognitive selection
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Leslie has been diagnosed with a disease and
wants to learn more

• As the regional leader in healthcare, Leslie
  looks to Baystate Health for more information on
  her situation
• Leslie uses the left hand menu to IDENTIFY
  herself as a Patients Visitors

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At the Patient Home, Leslie wants more
information on cancer programs

• Leslie reviews the healthcare information on the
  Patient Visitors page
• Looking for more specific information, she
  SELECTS the Baystate Regional Cancer Program from
  the pull-down listing

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On the Regional Cancer Program page, Leslie
receives relevant options and articles

• Leslie reviews the learns more about the Regional
  Cancer Program, but still desires deeper insight
  into her disease
• She uses the drop-down menu to SPECIFY Hematology
  / Oncology

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Leslie is presented with articles and information
pertaining to Hematology/Oncology

• She review the various articles that relate
  specifically to the state of her condition and
  treatment procedures.
• She chooses an article to help her REALIZE more
  about her specific disease and circumstance

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Leslie finds the information that fulfills her
needs
During her site experience, Leslie felt familiar
with the site structure. The consistent
framework allows her to easily navigate and
understand the relationship and flow of
information, since the site follows the cognitive
navigation model.
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Site Migration
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All existing content and functionality will be
available on the new site

• All content available at the point of migration
  will be moved to the new infrastructure
• Selected applications will be re-implemented on
  top of the new infrastructure with the new user
  experience (e.g. Virtual Tours, Get Directions)
• Other applications will continue to be available
  through their existing system (e.g. View Baby
  Pictures, Register for Membership)

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Functionality and content will be developed on
both the existing and new infrastructure
eWorkplace
Administration
Consumer
View eWorkplace
Publish Content
Get Directions
Participate in Survey
Register for Membership
Subscribe to Newsletter
Many existing eWorkplace applications
Post Job Opportunities
Send Email
Search for Physician
View Job Opportunities
Provide Continuing Education Content
Make Philanthropic Donation
Buy Gift
Buy Spirit of Women Seminars
Single Sign-On
Post Baby Pictures
View Virtual Tours
BHS on-Line Login
Buy Continuing Education Transcripts
Manage Resume
Search for Content
Manage Online Membership
View Continuing Education Content
Manage User Accounts
Chat and Access Forums
View Baby Pictures
Navigate Site
Available 9/15
Not available 9/15
New Infrastructure
Existing Infrastructure
Post 9/15
Deprecated
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divine Contribution
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Baystate has partnered with divine to accelerate
the deliver process

• divine capabilities build on the collective
  experience of many major web consulting firms
• Baystate benefits from divines extensive
  experience managing and executing complex project
• Over 400 clients covering thousands of projects
• Strong capabilities across entire project cycle
• Continual focus on risk mitigation

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divine has helped Baystate prepare for the
project delivery

• BHS retained divine to help define and finalize
  the documentation required to successfully move
  into the design and build phases
• During this process, divine was intimately
  involved in the following
• Persona Analysis
• Site Navigation
• Wireframe Creation
• Project Planning

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Specific areas of BHS benefit during the design
and build process

• During this project, divine will help BHS with
  the overall project structure as well as the
  specific design direction and execution
• Project Management
• manage complex, multi faceted projects
• minimize risk of cross discipline confusion
• plan for points of integration and dependency
• Creative Design
• build on best of breed user experiences
• extend user expectations to the healthcare
  industry
• capitalize on clients industry expertise

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Next Steps
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Look Ahead

• Much needs to be accomplished by 9/15
• The complexity of building all desired
  functionality in parallel introduces a lot of
  management overhead
• The team has many things to consider at any given
  time and must remain focused on the job at hand
• If pushed near the end, we may reallocate
  resources to achieve full migration at the
  expense of fully introducing all new features
• Look at 9/15 as our new starting point, not the
  end point

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Overall Draft Project Schedule
DRAFT
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General approach guidelines

• Break the work into steps. The team will focus on
  a single step at the time
• After each step BHS will end up with a visible
  result.
• BHS could go live 9/15 with only the first step
  completed.
• Steps do overlap when there is no conflict of
  resources.
• Preference is given to migrating existing site
  functionality as well as building new
  functionality consistent with priorities as
  stated

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Multi-Step Approach
Design Phase

• Finalize and execute design direction for sites
• Execute technical development and content
  migration of the consumer Portal and eWorkplace
• Step 1 Consumer Content and Build Search
• Step 2 Selected Consumer Applications
• Step 3 Selected eWorkplace Applications
• Consumer add-on Applications
• 9/15 Go Live
• Q4 2003 Migrate any remaining Consumer and
  eWorkplace applications or content
• Beyond Patient and Physician Portal build

Build Phase
Future
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Design Phase Schedule
DRAFT
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Next Steps for Design Effort

• Finalize the new site map
• Design page level wireframes
• Analyze and select Creative Treatments
• Define required functionality