september e-learn call: aetc program website updates halley cornell (clinician consultation center)...

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



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



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



Steps

• Design• Implement• Build• Evaluate



Design



Design Process Planning

• Identifying Stakeholders• Outline Stakeholder Needs• Identifying Needs-based Interactions• Identify Current Process• Identify Optimal Process• Design Feature to Support Optimal Process



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



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)



Identifying Needs-based Interactions

Interaction: Find materials/resources• Who has the materials/resources

– Faculty– National Websites– LPS Staff



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



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?



Resource Sharing Through LEAPP

• News• Events• Resources/Links• Archived Webinars• Search for resources by keyword and name



Design Features to Support Optimal Process



Build



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



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



Thinking in boxes

Overview

Quicklinks

National Links

Regional Map

Featured Images/Slideshow

Featured Events/News

RSS Feeds

Calendar



Thinking in boxes

Overview

Quicklinks

National Links

Regional Map



RSS Feeds

Calendar

Overview

National Links

Quicklinks

Regional Map



RSS Feeds

Calendar



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



Implement



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.



Retaining Past – processes

Positives• Outline future process

• Fail-safes

• Identify deficiencies

Negatives• Add limitations to

future processes

• Double work

• Resistance to change per person



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

http://www.pamaaetc.org/



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”



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



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.



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]

mailto:[email protected]



Next Call

• Date: October 7, 2014• Time: 1pm ET/10am PT

september e-learn call: aetc program website updates halley cornell (clinician consultation center)...

Documents

web development slide

website user personas

best accessibility slide

review of website analytics

hiv management

hiv treatment

web personas

user interviews user