Workflow enhances ECM adoption_LaserFicheEpower14

Focus on user workflow to build ECM processes

If the ECM doesn’t solve a user problem, you wont solve the adoption problem

Christopher Wynder

Info-Tech Research Group

[email protected]

@ChrisW_ptmd

mailto:[email protected]

Summary

• Focus on Information Governance and organization as a first step.

• Be willing to adopt some of marketing’s website optimization techniques

• Divide the organization into a set of roles/personas.

• Create a rough-cut of the homepage that users will need to have full

access to information through ECM.

Start with a straw-man.

Start within IT to document what you know.

Then go back to the business and ask them

why you’re wrong.

Supporting the day-to-day tasks is the key

to adoption.

The primary enabler for Information

Organization is the taxonomy. Follow Info-

Tech’s best practice to develop one.

Start with Information Governance and

related processes.

A focus on Information Governance is often

the result of an assessment of enterprise

risk and opportunity.

Info-Tech InsightCurrent Situation

Complication

Resolution

• Information growth is becoming a bigger concern for both the

business users and management.

• Everyone recognizes that developing a descriptive taxonomy to

support business initiatives and manage risk is important but

nobody knows how to actually do it.

• Most enterprises suffer from information overload. They have too

many files, on too many shared drives, and in too many

repositories.

• Business users are notoriously resistant to using new technologies

such as ECM for managing content.

• IT has experimented with technologies such as ECM in the past

but has met with little success.

Business priorities are clear but IT’s role is ambiguous

Business! It’s all about letting workers figure out solutions to business problems

Info-Tech has compiled a list of C-

level priorities for IT strategy:

• Revenue growth

• Improved efficiency and operating

margin

• Creating new value

• Improving processes

• Being responsive to enterprise

demand

• Future proofing the enterprise

• Retaining and developing staff

Information Organization is a contributor

and enabler to all of these things. But it is

difficult to connect the project directly to these

outcomes. In each case, we depend on

knowledge workers to use information to find

new revenue opportunities or new process

efficiencies.

IO is a strategy that includes archive,

disposition and a little bit of Enterprise

architecture.

At the end of the day, ECM will be part of

the solution.

IT has traditionally performed poorly

in presenting how the ECM will be

better than fileshares and email.

Information Organization projects often fail

to get off the ground because they start

too big. Consider a project that starts with:

Engage all senior executives in a governance and steering process.”

You will never get the CEO, CFO, CxO, [the Pope,

the President, etc.] in a room together at the same

time. They are too busy and are focused on bigger

issues.

Governance is crucial but it’s a late-stage task. You

can never initiate Information Organization with

governance.

The first common problem of Information Organization: the Popes & Presidents Problem (P31)

You have to start within IT before pushing out to the rest of the business

Bottom Line: Start small. Do everything you can within IT

before engaging the business units.

This is not about better search it is about putting the right buckets of

information at their fingertips at the right time

Understand the needs of your workers-start with the knowledge workers

Who is a knowledge worker?

A knowledge worker is someone who’s main capital is knowledge, someone who thinks and does non-routine problem

solving for a living. These could be financial analysts, could group managers/directors, IT programmers, marketing

managers, or any other employee who is charged with understanding and working with data.

Why start with knowledge workers?

A large part of a knowledge worker’s job is finding and working with information. Not being able to find the right

information quickly enough is a serious productivity concern. In reality transactional workers have a well

documented workflow. Transactional workers often get blamed for slow processes when it is actually the manager

or BA that is holding up the works.

What do knowledge workers need?

When a knowledge worker needs to find corporate information quickly, they rely on search.

Conversational

Search is not a single

shot query. Users can

keep drilling down by

using refiners like

date, source, and

document type.

Contextual

Search should account

for the context of the

user – past search

behavior, geographic

location, etc.

Easy to Understand

It should be clear to the

user why a given item is

returned in the search

results.

Suggestive

Search should recognize

the names of business

reports/people/locations.

Search should be

facilitated through

suggestion.

1 2 43

ECM needs to be more than just a set of folders for people to “put stuff in”

Most organizations fail in gaining full value from their ECM system. This is not a

technological failure. It is a failure to understand where and why users need a piece of

information.

Before

R&DSalesCEOHR

After

R&DSalesCEO

A year later

Do we have any tape?

Someone needs to

organize this!

That looks

great…but where

do I put my

vacation request-is

it HR or

department?

Do we have any tape?

I thought we organized

this?!

Avoid re-building the junk drawers

Be proactive with ECM or users will default to the

old habits of throwing everything in the same

place.

• ECM cannot be used appropriately without a

Risk profile and Information Governance plan.

• Users do not know what they want from

ECM-they just know what they need to do

for their job.

• When we allow users to decide on the

organization of ECM they often become

frustrated with the lack of built-in tools-which

then leads to dissatisfaction and low use of

ECM.

Do not ask “What can an ECM do?” Ask “What do we want our ECM to do?”

ECM is an expansive tool box that can support

both application development and document

management-out of the box.

• Solve this problem by have a business focused

plan for the initial roll out.

• Focus on solving a user driven problem. This

will likely require building workflows or addition

of third party tools.

• Set up a straw man of based on IT’s view of

what user’s need so that we can get the users

talking about what they actually want compared

to what we’ve showed them.

As IT it is easier to be pro-active.“This is

what I think you need, Why am I wrong?” is

more likely to get a useful response.

Focus on user tools to improve ECM success

45%

55%

MeetExpectations

Did not meetexpectations

• ECM brings many of the tools that are

needed to appropriately manage information

and administer the system.

• Technically ECM any has the tools to

support most business needs.

Most organizations do not identify a

business need prior to implementation

High adoption naturally feeds risk

mitigation. Start with a system that

solves a user problem and they WILL

use it to store high risk documents.

User tools

Why does ECM

fail?

Information

management

System

administration

1

2

3

ECM: More failures than

successes!

Info-Tech Research Group, “Does ECM

meet the needs of your end-users?” n=58,

Q4 2012

Why does ECM

fail?

If you have an Information Governance

plan this is about the user tools

Focus on the user tools that solve user frustration with their day-to-day activities.

9am

DATE

?

5pm

The average user’s day

How many

different

applications are

they using

How many times

are they breaking

compliance

ERP/CRM

Generate-how do users generate content-

what are the filetypes, what are the key

applications

Record-where is the information from that

content being recorded? Office documents,

applications

Organize-what is the point of the content?

Is the information being shared? Is it for

revenue generation? Does it need to be

moved to other people?

When-..is the information source used

again. What do users really need, what can

you securely provide them.

IT has a role but what is it? Are we in charge of the structure of information

or do we control the growth and fruit of the labor?

Control GROW-th by accepting the organic nature of ECM

An architect plans the design of information,

brings structure to unstructured sources by enabling

users to move through a "journey“.

Requires existing user compliance and

understanding of information sources.

Practically only works in external sites when you

know what the purpose of the user’s visit.

A gardener sets the parameters of access, provides a

single point of entry to user needs by understanding that

every user has multiple “journeys” that encompass

their job.

Requires access control to key information sources to

ensure user compliance.

Acknowledges that content growth is organic and

needs to be constantly re-evaluated for appropriate

growth.

Be the gardener: plant the seed, control the weeds, and nourish the environment

• Gardeners to control growth they only maximize the conditions

for growth.

• IT can’t control the user’s adoption so much as maximize the

conditions for the adoption to increase.

• What can you as an Information Gardener do:

◦ provide appropriate access (the size of the plot).

◦ Set limits on where the seeds can grow (users) and

◦ provide within that plot the nutrients (information) that

seeds need.

• You cannot control the growth but you can limit the

unwanted growth. Growth on ECM is going to be organic but

you can limit the space provided.

• Your job as the gardener is not to give full grown plants but to

provide the nutrients and block the weeds so that the seed

maximizes its potential. The persona's will define how well

the seeds grow into knowledge and productivity.

Persona

Refresh scheduleMix of content types

Information sources

Expect and plan for organic growth of personas

by focusing on providing access to the top

information sources rather than heavy workflow

and processes

A persona grows based on the content

and information provided.

Use the key document type to plan a workflow

9am

DATE

?

5pm

The average user’s day

How many

different

applications are

they using

How many times

are they breaking

compliance

How repeatable is their day?

Most user’s spend their time doing similar

but not the same task.

These Barely Repeatable Processes (BRPs)

form the core activities of any job role.

When there is a difference between work

tasks and the automated process, users will

contravene policies and procedures.

ERP/CRM

ECM excels as a “system of information”- a place

where users go to find information related to their

work. Often ECM adoption decreases as users find

that more and more of the information that they need

to get their work done lives outside of ECM.

Successful implementations acknowledge this and

focus their time maximizing the controlled access to

structured data sources and email.

Info-Tech Insight

Align ECM and user information lifecycles at key points in the process

Adoption and BRPs are linked together. Solve the users’ key needs and you’ll solve your

compliance concerns surrounding structured documents and records.

Capture Organize UseArchive or

retireECM

lifecycle

User

information

lifecycle

Generate Record UseForget or

store

?

Organize Re-Organize

ECM works best when

the information is

organized at capture

The un-asked question-”How do

users get work done?”

This is key to how users

expect to find documents

Users lack the

tools to

appropriately

archive content

Re-use leads to lots

of local copies.

Successful organizations have a mix skills within IT to administer ECM

ECM requires a varied skill set for success

Information

Governance

IT

Competency

Technology

readiness

IT Competency

Information sources risk

assessment

Standard operating

procedures for

requirements gathering

Mature process for

application development

Basic understanding of

consumerization trends

Information Competency

Do you have a:

Information governance

committee

Program manual for

information governance

Retention and archive plan

Executives acknowledge

need for better user adoption

A controlled vocabulary to

base user needs on

Technological Readiness

Implemented an ECM solution Applied the taxonomy to the ECM

Assessed the gaps in user needs and

ECM features

Checked vendor roadmap for updates

to current issues

1. Can we manage

the

customization?

2. Can we gather

enough

information on

users

Start by defining what you want the system to do

IT

Competency

1. What are users going

to do IN system?

2. How embedded

should the system be

in our processes?

1. What can our ECM system do /

do we features should we be

prioritizing?

2. Do we have a taxonomy?

3. What is a disposition needs?

1

2

3

Information

Governance

Technology

readiness

Understand the flow of information today to model the workflow.

Focus on the workflow problems to enable user adoption.

BPM

System based language.

This is the nuts and bolts of

application development and

information automation.

Requires multiple systems

effectively move a process from

beginning to end.

Workflow

User language

This is the how the user has to work

within their day.

This is a surface level customization

that may require multiple

applications.

This requires understanding how

information moves amongst users.

Read on for more information.

Funnel information sources through ECM to build an Organizational level System of Information

Users create content

using a device. The

device could be a work

station or mobile

device.

?

Systems create

content through

the comments and

transactions (e.g.

payable reports,

PHI).

1 3

Users query on

keywords and

enterprise descriptors

not system specific

descriptors.

5

A single set of

enterprise descriptors

automates association

of similar files from

multiple sources.

4

The search

returns multiple

documents that

have the

keywords or the

same descriptors

(e.g. same

author,

department,

project).

6

User choice

becomes a data

field to rank search

(accession date).

7

Properly tagging

documents

improves findability.

Tags/Metadata also

become the basis

for providing

appropriate access

and classification

2

Keep the taxonomy structure to 8x3

Long lists of anything are a disaster for information collection

Marketing Joke: “What is the biggest state in the United States?”

Punch line: Alabama.

The joke isn’t funny but it does illustrate a common problem with Information Organization

and data collection. Digital marketers often solicit information from site visitors who aren’t

highly motivated to provide accurate information. Hence, they select the first option in the

“State” drop down list: AL – Alabama.

We have this same problem when we develop taxonomies and expect users to accurately

catalog documents when they upload them.

The Answer: 8x3Humans work best when presented with a list of about eight

items. We can typically keep that many items in working

memory. Furthermore, we will typically drill through three levels

of how detail.

Keep your taxonomy to three levels of detail, each with about eight items. The taxonomy for a facet,

therefore, can have 83 – or 512 – items.

Mold ECM to meet your needs before further technology investment

0% 20% 40% 60%

Successful ECM implementations

focus on customization and application

integration

ECM success requires a

dedication to the platform

through integration of LOB

applications.

AIIM, survey 2012, The ECM puzzle, adapted from Figure

16. N=345

ECM today is more application platform than the

stated vision of ECM. Its ability to centralize

document sharing and integrate communications

can provide users platform to manage their

mundane tasks and bring efficiency to the

“processes” that encompass their workday

Info-Tech Insight

Most ECM systems have a variety of tools that

ease customization.

Users may want a automated classification …….but it has understand their needs.

The adoption problem will not be solved by

additional tools.

This is a problem that must be dealt with

through ensuring that ECM makes workday

tasks easier to perform.

Customized

ECM

Vanilla

ECM

Identify information sources and assets that end-users require as well as

those rogue sources that they are using to perform their jobs effectively.

Start by identifying the riskiest information sources at the organization and departmental level

Ensure you have control checks in place as you go through

this exercise. Have all information sources been

considered? Include network drives, fileshares, collaborative

and cloud applications, flash drives/memory sticks, and any

rogue sources such as desktop access databases or

customized excel spreadsheets.

Info-Tech Insight

The main focus of this activity is to establish what information exists, who has access, its location,

currency, and how the information is used.

Information users at the department level will play a

major part in this exercise as they are the knowledge

sources regarding information assets.

The users can provide clarification around

rogue sources that are being used, what types

of information is being generated, for what

purpose.

Users will have an understanding of how the

information is used to perform daily tasks and

responsibilities, and any inter-departmental

information sharing that may occur.

Involve compliance to identify information that is

confidential or requires any additional security

measures. Compliance will be able to discount

information that is not subject to ediscovery or

compliance requirements.

Consider the following for each information source:

Who has access to each information asset, how does

the asset originate, does the asset provide current

and accurate information?

Are there any information sharing activities with other

departments?

Determine asset currency – is it used with some

frequency, should it be destroyed or does it need to be

archived.

What are your information sources (~15)?

Information sources?

Is it a… priority?

Is it a… risk?

x

x

x

x

x

x

x

Get a list of information sources.

There might be many but we

only really need about 15 for

demonstration purposes. If

possible, go beyond the top level

of a file share, but avoid going

below three levels.

1. Brainstorm a list of different information

sources. They could be file shares,

existing document management

repositories, or cloud-based services.

2. Refer back to existing system topology

maps as memory aid and to guide the

conversation.

3. Ask participants if the information

source represent a business priority or

a risk and mark them accordingly.

Delete this box.

Completion TipsX

Identify the “most dangerous” user personas

What core users or departments are the most dependent on ECM or have

roles that generate the most content for ECM?

Take advantage of existing knowledge:

What information sources are consistently at risk?

Organizations with a standing

Information Governance committees will

have already answered this problem.

Where are the compliance issues? Which group

of users is the organization most concerned with?

Non-compliance from user groups that

know better is often due to a lack of

support for BRPs

Use IT system data:

What does the log-in data tell us? Is there an

AD role that is under represented?

Users that are under-represented in

access logs are likely dissatisfied

with ECM.

What department has the most complex site

organization?

Complex granular trees often result

from user groups copying and re-

filing information for new projects.

Search logs – are there commonly searched

terms?

Searching for the same document is a

sign that users do not recall where

documents live.

Once you have identified the danger, define it

Role:

What do they do?

What are their key challenges?

E. What are their activities?

Se. For what do they search?

M. What document types do they use?

S. Where do they work?

T. When do they work?

Code

Identify key

challenges with

information use or

access.

Now that we have

some of this

information use it to

jump start the

taxonomy process

Example: Meet Casey- CSR for B2B on-line distributor

Persona: Customer Service Rep.

What do they do?

• Process customer

requests

• Ensure order

accuracy

• Deal with special

orders

• Fix incorrect orders

• Client renewals


• Keeping up with chain of

command

• Confirming account

processing

• Visibility into past orders


A/P, Case MGMT, contract negotiations


Bills, shipping logs, customer emails


Financials, archive, website

communications, teleconference


Secondary office, client site


Daily for orders, Quarterly for client

CSR

Our hour long sorting exercise yielded potential categories and some detailed descriptors.

Contract

negotiations

Billing

Contracts

Secondary

office

Remote

CRM logs

Surveys

Direct

interactionLocation

financials

Call list

Daily

activities

Calendar

Hand-over

Workgroup

Potential

taxonomy

descriptors

(MEST)

These could

be the drop-

down terms

Wide

category

Remember this initial goal is about gaining

control over documents. The long term goal is a

living set of descriptors that mirror business

practices.

These are probably too specific.

Additional personas will

generalize these further to make

them usable.

Start your taxonomy based on the vocabulary that already exists across your information using applications

Client

size

Depart.Budget

related

Location

Order

approvals

fulfillment

Initiative

Intranet ERP

Other

sources

Website

HR

structures

Remember our goal at the

beginning is to have enough

taxonomy to confidently allow

users to add content to ECM for

the purposes that the

organization has defined. The

taxonomy WILL need to updated

through a controlled process.

The key with “semantic search” is a

clear process for evaluating the

usage. The goal should be to have

these integrated into the controlled

vocabulary to replace unused

terms rather than create a shadow

metadata system

1. How good is our

relationship with

key

departments?

Think about how the persona will use information

IT

Competency

1. How do users move

information?

2. How much audit trail

do we need

1. Can we do this through UI

customization?

2. Are there stock APIs for key

user applications

1

2

3

Information

Governance

Technology

readiness

Focus on their activities to scope the workflow/process problem

Role: Customer Service Rep.

What do they do?• Process customer requests

• Ensure order accuracy

• Deal with special orders

• Fix incorrect orders

• Client renewals.


• Keeping up with chain of

command

• Confirming account

processing

• Visibility into past orders


A/P, Case MGMT, contract negotiations


Bills, shipping logs, customer emails


Financials, archive, website communications,

teleconference


Secondary office, client site


Daily for orders, Quarterly for client

CSR

Information Organization in ECM is not intuitive. User journeys allow IT to

tailor ECM to guide users to the appropriate sites for information

Build user journeys to detail the activities that require information that the Organization owns.

• User journeys are maps of the

steps in an activity.

• They represent a linear set of

steps or tasks that a user must

complete to complete an activity

• Essentially it is the same as

process mapping that is done for

BPM projects.

• Depending on the goal of the

journey they may represent a daily

activity or a multi-day activity.

• The key is that each activity is

broken down in smaller steps

that use or generate information

in a documented form.

CSR

A/P

Case

management

User Journey of a CSR’s day

The goal of a user journey is break down activities into

actionable steps.

Specifically we are looking to focus on those tasks that use-or

should use ECM.

Once we have a Straw man for set of user journeys we can build

a attach the information sources to each step.

The user journey then provides guidelines to what IT needs to

provide to users in ECM

Check

scheduleFollow-up

Confirm

Payment

Send

order

Review

order

Monitor

action

Request

internal

action

Review

fulfillment

Break user activities down into information related steps

Step 1 Step 2 Step 3 Step 4 Step 5

CSR/AccountMaintence

CSR/ Special order

Persona/Activity

Breakdown the user into distinct information using tasks

Brainstorm Order

Order the tasks into a linear activity

Step 1 Step 2 Step 3 Step 4 Step 5Persona/Activity

CSR/AccountMaintence

CSR/ Special order

Check Schedule

Pull client

history

Confirm order

Confirm payment

Client follow-

up

Review order

Review ful-

fillment

Request internal action

Monitor action

Mark all steps that have concerns for IT


CSR/AccountPayable

CSR/ Special order

Check Schedule

Pull client

history

Confirm order

Confirm payment

Client follow-

up

Review order

Review ful-

fillment


Monitor action

Place information stickies where they are most relevant for each task.


CSR/AccountPayable

CSR/ Special order

Check Schedule

Pull client

history

Confirm order

Confirm payment

Client follow-

up

Review order

Review ful-

fillment


Monitor action

Any known issues with the steps of the activity?


CSR/AccountPayable

CSR/ Special order

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Check Schedule

Pull client

history

Confirm order

Confirm payment

Client follow-

up

Review order

Review ful-

fillment


Monitor action

Any known issues with the steps of the activity?


CSR/Accountpayable

CSR/ Special order

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Check Schedule

Pull client

history

Confirm order

Confirm payment

Client follow-

up

Review order

Review ful-

fillment


Monitor action

Where are the repeats? Can we reduce each persona to a handful of information sources and issues?


CSR/Accountpayable

CSR/ Special order

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Check Schedule

Pull client

history

Confirm order

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Client follow-

up

Review order

Review ful-

fillment


Monitor action

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1. Do we need a

full

requirements

gather exercise

to do this?

Show key stakeholders what you are thinking

IT

Competency

1. How much audit trail

do we need

1. So we really want

to do this in the

ECM system?

1

2

3Information

Governance

Technology

readiness

Move from defining problems to building a solution

The goals for requirements gathering.

Basics of building a ECM site with user experiences in mind.

• Identify goals of the site

What is the one activity that will drive users to stay within

ECM.

•Create a logical hierarchy for the content

•Create a structure for the site based on the content hierarchy

• Explore the use of metaphors to come up with a site structure (organizational

metaphors, functional metaphors, visual metaphors)

Design the wireframes for the individual pages

Justify the project to stakeholders

Provide a feedback system to ensure that the site

adoption stays high.

For internal sites this

is inherited from the

controlled

vocabulary

Where are the repeats? Can we reduce each persona to a handful of information sources and issues?


CSR/Accountpayable

CSR/ Special order

Cust His G(v)

CalO

F/uG

Email G

CalG

F/uW

OrderG

SFDCW

SalesO

Check Schedule

Pull client

history

Confirm order

Confirm payment

Client follow-

up

Review order

Review ful-

fillment


Monitor action

Cust His G(v)

OrderG

EmailG

F/uW

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SalesO

In this example

there five items

that are common

between the two

user journeys.

Brainstorm solutions

Workflow Name: Accounts payable

Key Requirements Key Problems Potential Solutions Risks

>

Check Schedule

Pull client

history

Confirm order

Confirm payment

Client follow-

up

Cust His G(v)

Email G F/u

W

OrderG

SFDCW

SalesO

Email G

Make it easy to see where users are-so they can figure out where they need to be

The 3 most relevant website navigation tools for

ECM:

1.Bread crumbs.

This provides a view into the page tree so that users can easily

get back to right page quickly if they have gone to the wrong

document but right area. The keys to this are logical titles that

the user has a understanding of: for instance if there are

multiple time-off documents the search or navigation may lead

them to the vacation form where they really need the “personal

time” form.

2.Progress tracking.

This is only relevant for step-by-step processes such as filling

out HR forms that have end points within the website.

3.Search as a last resort.

Assume that there will be mis-spellings and other errors. The

now ubiquitous “Did you mean:______” box. On the back end it

will take working with the administrators to talk about potential

mis-spells and similar documents but this is a big one for

usability.

Good taxonomy/tree design that limits the need to click through a variety of pages.

The use of role based templates that limit the unnecessary information presented to

each user segment will simplify the need for complex trees.

S 2 3 F

I need to find………

People search webpages via patterns. Some patterns are better for certain

problems. Start with one and modify as necessary.

Put the most used resources in an easy-to-see space on the page

• What: searching for specific text elements

users are most likely to search down the left side

and across at specific points; an F shape.

• So what: When attempting to give users options

to go elsewhere think about visibility and

placement in an F pattern.

Fishing: to

search for via a

pattern

Zumba: to dance

through a area

via a pattern

• What: When looking for a phrase or function

that they know, users tend to scan across left to

right, scan back to the left and scan left to right;

in a Z pattern

• So What: For pages just for moving to other

pages be mindful of the Z.

Do not make users search for mundane tasks, but these in the most easily

recognized locations

Start with the items that are part of the daily activities

• What: searching for specific text elements users

are most likely to search down the left side and

across at specific points; an F shape.

• So what: When attempting to give users options

to go elsewhere think about visibility and

placement in an F pattern.

1st

2nd

1

1

1

2

2

2

2

2

Send to SFDC Go to Email

1 2

1

Big buttons and clear names

Move on to items that are less used but have high frustration

• What: When looking for a phrase of function that

they know, users tend to scan across left to right,

scan back to the left and scan left to right; in a Z

pattern

• So What: For pages just for moving to other

pages be mindful of the Z.

4

3

3

3

4

Forms

3

Person Search4Order

ApprovalCareOther

3

Brainstorm and Whiteboard potential solutions

Branding

Person SearchBreadcrumbs

SFDC Email

Document Search

Schedule

9:00

10:00

11:00

12:00

13:00

14:00

15:00

16:00

17:00

18:00

Schedule pulled

from Exchange.

Includes link to

SFDC for client

Separate

ECM

search

Dedicated

person search

The mock-up of the home screen does not have

to address all of their needs but should give a

sense of what can be done.

Remember you are designing for access not

problem solving.

This is about giving the end user something to

comment on.

FormsOrderApprovalCareOther

1 2

3

3

4

4

What it will actually look like

• Remember that for many workers,

fixing mobile will be the key tool to

increase their time in system.

• Mobile changes what you can do

but it will also change how users

want to work.

• Processes/ workflows that include

mobile should involve users as

early as possible.

EMR secure

portal

Search box with

explicit hint about

framing question

Exchange

integration and

viewport

Do not base the mock-up on cost or difficulty. This initial

assessment needs to be blue sky.

Expensive for a subset of users may be cost-effective when

expanded across several personas.

The next step is to prioritize them based on real world conditions.

What is the enabling technology?

Mobile

Enterprise

Application

Scheduling

IT buildThird party app

Vendor upgrade

Workflows

1. This exercise is predominantly about defining

near term and long term needs. For most

organizations the answer will not be a yes or no in

each column.

2. Use this as the place to determine what

functionality that you require to meet user

demands are on their roadmap or exist as part of

their partner ecosystem

3. For the IT build column this can be a place to

define gold solutions versus minimal function

solutions

Delete this box.

Completion TipsX

Be realistic,

sometimes just adding

a re-direct to the

application is all that

IT can do.

Repeat the process until all the top risky users have homepages

Workflow enhances ECM adoption_LaserFicheEpower14

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