Gathering Insights
Background
The hospital intrane is a hub for staff and clinicians to access employee resources—department information, news, directories, and other tools. Many clinical staff rely on it for everyday tasks, so it's important that information is up-to-date.
Teams maintain their department pages using the CMS layout builder, with the guidance of the Communications team.
When I joined the project, there was no formal process to train new editors. Updates were often treated as low-priority and ownership was unclear. Our goal was to shift this mindset by formalizing training and simplifying workflows to empower and motivate staff to make updates. This would lead to more consistent publishing and ensure frontline staff could rely on accurate information.
Target Groups
I met with department leads to understand their team's priorities and pain points. We recognized two key groups that rely on the site for everyday tasks.
Learnings
Content editors feel overwhelmed by the layout builder and default to the few steps they know. This results a frustrating editing experience and discourages them from spending more time to learn the platform. For time-pressed hospital staff, fewer options and templates work better than a long list of technical blocks.
Frontline staff need information quickly and reliably. When labels are vague or pages feel out of date, they default to calls and other workarounds to get the info they need. UI improvements must be paired with editor best-practices training to support consistency across all content.
