Know Your End User ... Personas to Insight, Plain & Simple
What you'll learn
- How to view healthcare through the eyes of the patient and stakeholders
- Use tools to characterize the various players in the healthcare organization
- Understand how "personas" can positively effect the design and acceptance of Healthcare Information Systems
- There are no course requirements or prerequisites. This course is a foundation course.
Note: This course was recently updated (Dec 2022)
WHY IS THIS COURSE IMPORTANT?
Sometimes an end user's description of what they want and need does not truly represent what they REALLY want or REALLY need. So how does an organization get to know that customer, patient or end user better, so that it can provide products and services that will "Delight" that end user? How does an organization get to know that customer better than the customer knows themselves? This is particularly important in the design of new Healthcare Information Systems which can be pretty complicated and not very user friendly. One powerful technique, the personas tool, will do just that. It is based on observing the end user in their native environment and then drafting product and service strategies based on that.
WHAT WILL YOU LEARN IN THIS COURSE?
In this course you will learn how to implement this technique in your organization with powerful results. You will learn how to collect end user information, how to process it and derive insights, which ultimately drives positive customer experience.
Examples from both the non healthcare environment and the healthcare environment will be used to drive home the power of the personas technique.
The topics covered in this "Personas in Healthcare" course are:
What are Personas?
How to Draft Personas
Generating a Storyboard
What is a Storyboard?
Designing a Storyboard
Examples of Storyboards
From Story Boards to Customer Insights
What is an Insight?
Combining Personas with Big Data
WHO IS THE IDEAL STUDENT FOR THIS COURSE?
You will learn a lot from this course if you are
Thinking about choosing healthcare as a career
Looking to advance your career in healthcare
Looking to expand your knowledge of healthcare to better perform your current job and better understand how it fits into the ecosystem of patient care and better serve those in need
Curious about everything and want to learn more about healthcare just for the sake of expanding your knowledge base.
WHAT IS YOUR TEACHING STYLE?
My teaching style is a very pragmatic one. I assume you know nothing about this topic and start with the foundation and build from there. Some of these concepts could be challenging, so I sprinkle in as many examples as I can, both non healthcare and healthcare, to assure full understanding of the topic. This is why I have appended "Plain and Simple" to all my courses.
WHY ARE YOU QUALIFIED TO TEACH THIS COURSE?
I spent 35 years in the designing and launching of medical imaging products and services. My career evolved from leading engineering teams, to becoming VP Marketing and then to president of a Healthcare IT firm. It is also based on 15 years of university teaching.
Who this course is for:
- Those currently in a healthcare position, wanting to learn more about Information Systems and the role they play in healthcare.
- Those considering a career change and wanting to learn more about Healthcare Information Systems.
- Those entering the healthcare industry and considering a career in Healthcare Information Systems.
- The eternally curious
Tom Giordano is a 28 year veteran of Philips Healthcare. He retired in 2005 as Vice President of Marketing, where he was responsible for 240 marketing professionals and several billion dollars in product. Through his career, Tom held a wide variety of positions of increasing responsibility at Philips, starting in engineering, progressing to product management, then marketing management and finally senior level business leadership. In 2004, he was awarded the prestigious Presidential Award from Philips for forming a new entrepreneurial business unit that tripled sales in 18 months. Tom played a key role as a course developer and instructor in the management development and executive training efforts with the Philips High Potential Development Center.
Following his retirement from Philips, Tom joined the adjunct faculty of the graduate business schools of the University of New Haven in Connecticut and the University of Washington in Seattle. He currently holds a positiion as "Executive in Residence" at the University of New Haven and continues to teach there with exceptionally high student reviews.
In 2009, while teaching at UW and UNH, he became President of Sectra Healthcare North America for 2 years to lead a very successful turnaround effort.
Tom built a very successful internship program between Philips and the University of Washington and served as a mentor there for 15 years. He also served as a mentor in the University of Washington mentor program and was featured in the book "Mentoring Moments" by Susan Canfield.
Tom serves as chairman of the Patient Advisory Council of Saint Vincent's Hospital in Bridgeport, CT
Tom holds executive coaching certifications with both Lore International and Tilt 360. He holds a BS in Electrical Engineering from Drexel University in Philadelphia and a MS degree in Engineering from the University of Florida.