UMass Memorial Healthcare SYSTEM
INTRANET STRATEGY
BACKGROUND
The University of Massachusetts Memorial Health Care System is the largest health care system in Central Massachusetts and the clinical partner of the UMass Medical School,
USER RESEARCH
In order to recommend the best possible solutions, I felt it was imperative to do primary user/stakeholder research. I designed a study plan comprising:
Six employee focus groups
15 interviews of individual stakeholders
An online survey sent to every employee in the system
I also reviewed and incorporated a number of technical, health-care specific, and best-practices reports and research studies. From our research, we learned that internal communication was hindered, not helped, by the current intranet. Employees, particularly medical staff, were frustrated and increasingly concerned, since the current system was exposing the system and its patients to potential risk.
RECOMMENDATIONS & OUTCOME
My final report laid out a complete high-level blueprint for a new, system-wide intranet, including systems and information architectures, plans for distributed content management and governance, and high-level user experience and content strategies.
This work was persuasive: by the end of the project, UMass Memorial Health Care leadership were persuaded of the urgency and importance of the project. and budgets and plans were adjusted so that a new Intranet could be rolled out in phases over the next few years.
“Thank you so much for your work. It has spurred thoughtful and important discussions here and is laying the groundwork for a 21st century intranet!”
Example Deliverables
