September E-learn Call: AETC Program Website Updates
Halley Cornell (Clinician Consultation Center)
Michelle Kipper (Pacific AETC)
Matthew Garofalo (Pennsylvania/MidAtlantic AETC)
ObjectivesBy the end of this session, participants will be able to:• Review highlights of the Clinician Consultation
Center website• Identify at least 3 key elements to help plan for a
website re-design • List key steps in process modeling that are
necessary for web development
Before you begin: 1. Understand your goals
2. Understand your audience
3. Understand your values and voice
4. Understand you unique resources and formats for best accessibility
Understand your goalsA. Global
What must your website accomplish? Is your site aligned with your mission? What story do you need to tell?
B. Usage and Design Technical requirements Navigation requirements Design requirements Content requirements
Goals: Global
• To position the Center as a leading online resource for access to experts and information for HIV treatment and management of bloodborne pathogen exposures.
• To better balance resources of phone line and online access at the Center.
• To introduce the Center to a new audience of primary care providers.
• To maintain a focus on our primarily funded work: assistance for HIV management.
• To retain flexibility in the future for growth and inclusion of additional conditions or special populations.
Goals: Design and Usage
• Clean• Easy to navigate• Drives consulting traffic to online portal• Responsive• Secure• Less static• More unique resources
Understand your audiencea. Who is using your website (and who do you want to)?
Google Analytics Surveys
b. What do your users want from your website? User interviews User personas
Audience: Recommendations were based on research conducted
with representative CCC customers, a review of website analytics, customer satisfaction surveys, a future tools survey, and information-gathering with the CCC team.
As an outcome of that research, website user personas were created to represent likely web use scenarios for distinct audience types:
• Infectious disease specialists (HIV)• Practicing clinicians with some specialty in HIV • Primary care nurses and nurse practitioners• AIDS & HIV educators• Occupational exposure risk managers
(HIV/hepatitis)
Audience: Web Personas
Understand your values and voice a. How does your website reflect your project’s values?
Survey of CCC employees Keywords collected from employees and
stakeholders
b. How do you want your users to perceive you? User/stakeholder interviews Future Services Survey Caller Satisfaction Survey
Values:Expert/expertise
Response and Initiative Both responding to requests for help, and initiating education support.
Leadership Providing leadership in expert advice to health practitioners
Leading the response to education of HIV/AIDS.
Collaboration One-on-one as well as group-to-group. Always demonstrating that a
health practitioner is not alone in getting more information and assistance.
Action
Solidity Building on our history as a trusted resource for HIV/AIDS. We have been
there in the beginning and through great change. We continue to be a constant through more change now and to come.
Voice:Confident
Connective Supportive and together: clinicians are not alone in facing complex
challenges.
Helpful guide Supportive to peers and leaders
Responsive and timely
Nimble
Modern Variety of ways to access our services
Personal Many of our clinicians are known by name
End-user focused: together with the clinicians, it’s about the patients
Values and Voice in Color:
Understand your unique content
a. What tools do you provide that no one else can?
b. Are your tools presented in findable/usable formats?
Thought-Leader Interviews Tips:• Good content is king• Needs assessment of users: ongoing and in-depth• Make it easy for people to use: provide information in
ways that users recognize• Be dynamic and unique in content and presentation• Understand explicitly both what others need from you
and what they think of you; it’s about them, not you.• A reputation for quality is implicit in your content; out-
dated, inconsistent, or not thoughtful = loss of reputation.• When adapting users to changing environments, throw
out a familiarity lifesaver (appearance, keywords, etc.).
Unique Resources:
Online Consultation Register to submit cases online through
Salesforce Database Have access to all archived cases
Case of the Month
PEP Quick Guide
State HIV Testing Laws
ARV Tables
CCC Website
CCC Website Accomplishments
All feedback has been positive: “Easy to find what I was looking for.” “Very bright and professional-looking, not
crowded or heavy.” “There are many ways to navigate and move
around that make it easy to use.” “Beautiful and easy to find my way.” “Registering was easy!”
CCC Website Outcomes
Google AnalyticsFundersReportsHighlight success of particular materialsNeeds Assessment
User SurveysFeedback on accessibility, usefulness, etc.Solicit feedback on areas of improvement
CCC Website: What’s Next?
• Refine Editorial Calendar • Use social media strategy to enhance
relevant website use• Pursue Phase II of integration: PEP
consultation online• Continue to solicit feedback and
suggestions for comment (online survey, stakeholder discussions)
CCC Website:
Let‘s take a look: nccc.ucsf.edu
Website Makeover: How we did it and tips for you
Michelle Kipper
Program/Communications Coordinator
Pacific AIDS Education & Training Center
Our Process
• Designer and Programmer• Query LPSs• Google Analytics• Restructuring Site Architecture
LPS Survey
Ask LPSs for Feedback: Who is the target audience? What pages do they most
frequently visit? Do they refer others to the
website?
Google Analytics
Questions to ask yourself:• What pages are visitors using most? • Do these pages include high value, highly
changeable content? • Is it easy for visitors to find these pages? • Are there areas of the site that are not
being accessed.
Restructuring Site ArchitectureThe less clicks – the better!Easy navigation to go deeply into a content area Mobile device-friendly viewing “Featured Item” that is interchangeable Taxonomy system to classify and manage
content (cross posting) E-blastsCalendarSite keyword searchRSS feed from the National Resource Center
Let’s Take a look…
AETC Network • http://www.aidsetc.org
© University of Pittsburgh
The Next LEAPP© Forward
Pennsylvania/MidAtlantic AETCTelehealth AETC Appalachian Project
Matt GarofaloLinda Rose Frank, PHD, MSN, ACRN, FAAN
Dept. of Infectious Diseases and MicrobiologyGraduate School of Public Health
University of Pittsburgh
AETC Network • http://www.aidsetc.org
© University of Pittsburgh
Why LEAPP©?• Learner – All learners are welcome to be members although the Big
6 are our target
• Education – The core of what we do is educate
And
• Practice – Our focus is on building the capacity of medical professionals in the care of HIV, thereby influencing the way they practice.
• Portal – A portal implies a single place that to go to find information
AETC Network • http://www.aidsetc.org
© University of Pittsburgh
Learners’ Education and Practice Portal©
• Branding helped reinforce the web development goals– Centralize experience around leaners– Education should be practical and fit into a
learner’s practice– Many different learners can interact via 1 portal,
thereby building a community of practice
AETC Network • http://www.aidsetc.org
© University of Pittsburgh
Steps
• Design• Implement• Build• Evaluate
AETC Network • http://www.aidsetc.org
© University of Pittsburgh
Design
AETC Network • http://www.aidsetc.org
© University of Pittsburgh
Design Process Planning
• Identifying Stakeholders• Outline Stakeholder Needs• Identifying Needs-based Interactions• Identify Current Process• Identify Optimal Process• Design Feature to Support Optimal Process
AETC Network • http://www.aidsetc.org
© University of Pittsburgh
Identifying Stakeholders• Identify Stakeholders
– 1st Consumers• Speakers• Training staff• Admin staff• Funding sources (HRSA, CDC, etc.)
– 2nd tier Consumers• Clinics/hospitals• Health care team members
– 3rd tier Consumers• Patients
– Administrators• Data staff• IT staff
AETC Network • http://www.aidsetc.org
© University of Pittsburgh
Outline Needs
Health care team membersNEED: Build capacity to test and treat HIV
• Easily schedule training/consultation (access from anywhere)
• Attend training (where? When? Reminders)
• Leave training (post evaluation
• Track personal progression (what have I learned? What do I need to learn?)
• Interact with specialists (who can help me?)
• Find materials/resources (search for documentation)
AETC Network • http://www.aidsetc.org
© University of Pittsburgh
Identifying Needs-based Interactions
Interaction: Find materials/resources• Who has the materials/resources
– Faculty– National Websites– LPS Staff
AETC Network • http://www.aidsetc.org
© University of Pittsburgh
Identify Current Process
• How do the health care team members currently get resources from the LPS staff?– Email to IT staff to post on the web page– Reactive email to health care team member– Hand outs during an event
AETC Network • http://www.aidsetc.org
© University of Pittsburgh
Identify Optimal Process
• What are the current barriers?• Why do we do it this way?• Is this method sustainable?• How can we be more efficient?
AETC Network • http://www.aidsetc.org
© University of Pittsburgh
Resource Sharing Through LEAPP
• News• Events• Resources/Links• Archived Webinars• Search for resources by keyword and name
AETC Network • http://www.aidsetc.org
© University of Pittsburgh
Design Features to Support Optimal Process
AETC Network • http://www.aidsetc.org
© University of Pittsburgh
AETC Network • http://www.aidsetc.org
© University of Pittsburgh
AETC Network • http://www.aidsetc.org
© University of Pittsburgh
Build
AETC Network • http://www.aidsetc.org
© University of Pittsburgh
Technology Objectives
• Centralize the data – Easier access, controllable, reporting measures, security
• Sharing Resources – Increase quality, decrease search time, strengthen community
• Analytics – Use in marketing, use in research, what really works, increasing customer base
AETC Network • http://www.aidsetc.org
© University of Pittsburgh
Scope Creep• Beware of scope creep
– Processes can have implied features that are not realized
• Approach it piece by piece– First define the feature then the interaction– Put features in “boxes” when they are completed
• Make visuals– We are inherently better at understanding
complex functions in a visual format
AETC Network • http://www.aidsetc.org
© University of Pittsburgh
Thinking in boxes
Overview
Quicklinks
National Links
Regional Map
Featured Images/Slideshow
Featured Events/News
RSS Feeds
Calendar
AETC Network • http://www.aidsetc.org
© University of Pittsburgh
Thinking in boxes
Overview
Quicklinks
National Links
Regional Map
Featured Images/Slideshow
Featured Events/News
RSS Feeds
Calendar
Overview
National Links
Quicklinks
Regional Map
Featured Images/Slideshow
Featured Events/News
RSS Feeds
Calendar
AETC Network • http://www.aidsetc.org
© University of Pittsburgh
When to Make Additions
You must decide if it is worth the effort.
“Yeah, yeah, but your scientists were so preoccupied with whether or not they could that they didn't stop to think if they should.” - Dr. Ian Malcolm, Jurassic Park
AETC Network • http://www.aidsetc.org
© University of Pittsburgh
Implement
AETC Network • http://www.aidsetc.org
© University of Pittsburgh
Grow Short-Term GoalsGoal: All web-based trainings should be completed on the LEAPP with registrants registering themselves on line.
Goal: All Level 1 and 2 trainings should be completed on the LEAPP with registrants registering themselves on line.
Goal: All trainings should be completed on the LEAPP.
AETC Network • http://www.aidsetc.org
© University of Pittsburgh
Retaining Past – processes
Positives• Outline future process
• Fail-safes
• Identify deficiencies
Negatives• Add limitations to
future processes
• Double work
• Resistance to change per person
AETC Network • http://www.aidsetc.org
© University of Pittsburgh
Basic Processes Should Be User Friendly
Targeting a Contact List by Region
• Log in to www.pamaaetc.org
• Go to tools >> PIFs >> Export
• Sort by cities or states
AETC Network • http://www.aidsetc.org
© University of Pittsburgh
Exceptions to New Process
• Numerous requests to do things the “old way”
• Should be addressed on a case-by-case basis
• Track and find solutions to remove barriers
• Sometimes you need to “Burn the Boats”
AETC Network • http://www.aidsetc.org
© University of Pittsburgh
Count On Your Staff
• Prior to a 3/5/14 presentation for the Phila Dept of Public Health
–Only 11 attendees had pre-registered online
–More than 30 were expected to attend
AETC Network • http://www.aidsetc.org
© University of Pittsburgh
AETC Network • http://www.aidsetc.org
© University of Pittsburgh
Outcome
• Having our Wi-Fi hotspot and laptop allowed ETC staff to monitor successful registrations, and by the end of the program all 33 participants were registered online!
• Only two participants used the ETC laptop, the rest used their mobile phones.
AETC Network • http://www.aidsetc.org
© University of Pittsburgh
Evaluate
• Analytics/Clicks• Process improvement• Google search score
Questions?
Contact
Any questions about the presentations:
Halley Cornell: [email protected] Michelle Kipper: [email protected] Matthew Garofalo: [email protected]
Next Call
• Date: October 7, 2014• Time: 1pm ET/10am PT