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Hurley Medical Center: Guru Wizards for Invision
PCD2001 winner

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Case study contents:

Introduction  1
The Users  2
Solution  3
Attributes   4

 

Developed in 
association with:

Epiance (formerly Guru, Inc.)

Performance Attributes

1. Supports performers through best practice processes

  • Training overview presents the process as left-frame navigation at all times.
  • Focuses the performer on the specific decisions and information required at each step in the process, to be sure nothing is forgotten or misinterpreted.
  • Provides consistent process and system operation instruction and support, particularly useful for performers in satellite offices who only perform the task occasionally.

2. Establishes, or aids in establishing, goals

  • Focuses on mandatory information, and encourages thinking about quality and completeness in relation to that information.
  • Provides, where appropriate, checklists for the performer to use when interacting directly with the mainframe system, so the performer understands what is required to complete actions.

3. Minimizes terminology translation or interpretation

  • Reduces or eliminates the use of cryptic codes, number sequences and abbreviations for data entry – provides commonly-used language and explanations.

4. Provides access to supporting and learning resources

  • Expandable, intranet-based training overview gives the performer structured information that supports particular aspects of the tasks.
  • Provides direction for contacting help desk and training staff as required.
  • Discussing "phase 2" inclusion of direct links to external web-based resources, such as the Centers for Disease Control’s diagnostic/ICD9 reference materials, and online reference material from the major insurance companies.

5. Focuses on task(s), processes, and the natural flow of work

  • Supports the business process inherent in the Invision system, but makes key decisions and information requirements overt to the performer, rather than buried amidst a plethora of mainframe fields.

6. Stretches the PCD/EPSS paradigm

  • Illustrates a low-cost, highly-focused intervention in a traditional mainframe application.
  • Integrates intranet resources, guided task support and direct interventions via Wizards.
  • Reduces the number of actions a performer has to take – and makes sure that the actions taken are seen to be relevant to the task at hand.

 

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Hurley Medical Center: Guru Wizards for Invision

introduction     the users     solution     attributes

 


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Duane Degler 2000-2008