How many times have you thought there has to be an easier way to convince the exec that your intranet design will work? Or that something is really broken. You’ve done the research and taken a user centred design approach yet the CEO still wants a massive hero image and search as the sole elements of the homepage. Before you tear your hair out, Rebecca will share her secrets, including: - real life stories that have changed whole projects - using stories to alter views - how to paint a picture of the future that hasn’t happened yet.

1. @Rebeccarodgers
The power of painting a
PICTURE

3. A hero image
and search is all
we need …
[CEO]

5. It’s time for me
to share my
secrets…

6. About painting
a picture…

7. My secrets for influencing
through telling stories and
painting pictures of the future.

8. Not for profit1 2 3Government
Department
Hospital
My stories

10. Understand your
audience and the their
environment…
QUICKLY!

11. One catch… You
don’t have much
time and
stakeholders still
think they know
what the user
needs.

12. Time to get
creative.

13. Daniel

14. My story son (Millennial) looking for a place for his mum
Questions I have
Can they choose to eat in their room if they like?
Are there set meal times?
Can they sit outside to eat?
Can I visit anytime?
Do you do laundry?
What staff do you have and what are their
qualifications?
Is everywhere wheelchair accessible?
Is there a pharmacist on site?
How long is the waitlist?
What we care about
Mum and her happiness - we want to make
sure she is comfortable and not lonely
Love the Eaden philosophy
Activities and environment
Being able to give mum the rehab she needs
(happy to pay for private ones to come in)
What we want from the website
It to answer my questions once I have had a
referral from friends.
Be able to apply online.
“My first port of call was Facebook to ask my friends if they knew anything about
Aged Care… I trust my friends much more than a website so that’s where I
started…. I am in Sydney but my sister is in Samford…
It’s all very confusing, the social worker that’s working with mum is some help
and apparently the hospital provide a placement service but I’m waiting to hear
more about that, I’m learning as I go. ”
“I will certainly put an application in here
and hopefully get it but I know we have to
pick 5 options… mum is fully supported
after her stroke on NYE”

15. Our story sisters looking for a place for dad with Dementia
Questions we have
What’s the ratio of male to female?
What parking is available for visitors?
Finances - how does this all work, how much
does it cost?
Mum and dad are divorced but living together,
will the house be counted in dad’s assets?
What care is available for spouses? “Mum will
need independent living in a couple of years”
Can we get someone to remind him to take
vitamins and to eat?
Is it additional cost if he has a tray service to
his room?
What we care about
Dad and his care and happiness
Location (must be near Oxley)
Everything in one place including high care
progression
One stop shop (to know that he can get Allied
Health services as well as all of the care and
extras he needs here)
Food - “it’s great that he can have a choice
and also just help himself to yoghurt or a
sandwich at any time”
What’s included - room, tv, foxtel, wifi. “I like
not getting charged for every little thing”
What we want from Wesley website
Virtual tour online - “we could show dad before
we get here, the visuals are great rather than
words”
Complete application online
Step by step instructions on what you need to
do and a link off to the relevant sites and
forms including what I need to get from the
doctor and other health care providers.
“It to be super simple, answer our questions
and point us to what else we need to do”
Online file to show what dad has done today
e.g. he joined in dancing, love the chocolates
you brought on weekend, wants a paper
delivered each day.
“We are new to all of this and really learning as we go along, this is the first place
we have visited and is our pick. I feel like I am in a bit of a muddle.
We both have our own families and we work full time as well as dad with Dementia
and mum wants help selecting a new kitchen. We really don’t have a lot of time
and mostly do this (research) at night …”

17. Government
department

18. Staff were
processing 10
claims a day

19. Then they put in
place a new system
and claims were
down to 5 a day…

21. Improvements are
released nightly
? ? ?
?? ?
?
?
?
?
? ?

22. Time to consult with the staff

23. Observing how they
use the system

24. “most of my day is spent logging IT forms…
there are over 260 known errors (we have a
separate intranet page to look up the known
errors and what to do with them”
“we are getting pressure to get these claims
done and we know we shouldn’t do this but
we have to put the claims in so we find a way
(we are told you ruin the system but not sure
what that means)”
“we don’t understand why it looks so different,
you will come in one day and everything is
changed”
“I know IT are trying to fix it… but we came in
today and there was something else broken
that was working yesterday!”

25. Then they let me
out in the wild.

27. Hospital

28. Intranet team see the potential

29. Pity the Exec
don’t see the
same
possibilities…

30. Day in the life

31. Nicole
Nicole has worked in health for
over 12 years, now Nursing Unit
Manager for a Regional Hospital
She used to focus on taking
care of patients, these days she
looks after a large team of nurses,
medical and midwifery student,
home care and birthing suites so
there is more admin than she
would like.
The better she can support the
team, the better health care they

32. On the way to work Nicole checks
what she has on for the day. She
would have never dreamed of starting
work before stepping into the hospital…
she likes being able to get on top of
things before her shift has begun.
She looks at hand over notes and
checks on the history of a patient.
Susan likes the flexibility, she still
carries a notebook with her but she
can now photograph her notes and
the in-built app turns it into text making
it easy to assign tasks via email or text.

33. One of her team messages her
on the internal app, her patient
is a surrogate and needs some
legal advice before proceeding.
Nicole can’t answer from her
own experience, so she does a
‘shout-out’ to her network of
colleagues.. the answer comes
back almost immediately. She
shares her notes, contact
information and where to go
for further legal advice.

34. During her rounds, Nicole
completes a quality audit on
her phone. By the time she is
back at her desk, it has uploaded
to the system and she performs a
final check before sending it off.
Unfortunately, the roster system
still doesn’t talk to the payroll
system, but at least the variances
are highlighted for Nicole so she
can follow them up.

35. Nicole’s next interview is late
and she takes the opportunity to
check for urgent emails and to
post a staff notice to the virtual
bulletin board.
Angus is alerted to the notice
as soon as it comes through
and when Nicole bumps into
him in the corridor after the
interview, he is ready and
armed with questions for her.

36. Time for a tea break

38. 1. Snapshot
Use a snapshot to help
others understand who
you are designing for.

39. 2. Report
Gather and present
stories and quotes from
real users coupled with
expert recommendations.

40. 3. Day in the life
Day in the life to present
an aspirational picture of
the future Digital
Workplace.

41. Secret
Use all of these
techniques to influence
projects and decisions.

42. Over to you!

43. @Rebeccarodgers
Thank You!
Rebecca Rodgers, Principal Consultant, Step Two