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The method, 'floorwalking,' can help IT/digitalization departments in municipalities and regions shift their focus to end-user workflows instead of the technology itself.

By initiating IT/digitalization projects with 'floorwalking' as a foundation, the end-user's needs are placed at the center. The result is tailored system solutions that genuinely simplify the daily work of healthcare staff, while also enhancing security and reducing the need for support.

 

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Mismatch between technology and users

It’s time to put an end to the traditional way of delivering IT solutions. A typical scenario is that the IT/digitalization department purchases a solution from an IT vendor and implements it — without the involvement of the users. If you choose a 'one size fits all' solution, some employee groups in large organizations will not receive optimal support for their IT needs. There is a mismatch between the technology implemented and users’ needs. Thus, municipalities do not get the full value of what they have purchased.

At best, the result is longer workflows, and at worst, the result is workarounds which compromise security. In a busy everyday life, employees often create workarounds and shortcuts if the IT tools do not support their specific needs. It is human nature to try to optimize your working hours so that there is time for the most important thing. Therefore, IT solutions must be user-friendly and intuitive.

Added value for all parties

'Floorwalking' is a method that involves understanding the user's needs and workflow as a first step before discussing specific solutions. This information is obtained by accompanying, observing, and talking to the staff during their workday. The insights create conditions to deliver tailor-made solutions that encourage correct usage, thereby creating added value for both the end user and the IT/digitization department - without compromising security!

“The purpose is to document what users do and experience in their daily work. We engage with management and the helpdesk to identify challenges, such as why certain groups face a higher number of incidents. We can also perform a ‘floorwalk’ after implementing new solutions to determine if further optimization is needed. The goal is to understand user needs and provide IT departments with recommendations that reflect reality. Often, it’s not about introducing new technology but improving what already exists,” says Tobias Håkansson, Senior Consultant at Danoffice IT.

 

Danoffice IT applies floorwalking in healthcare environments to provide staff with optimal working conditions. Logging in and out 70–80 times a day can be replaced with an ID card and a PIN code, reducing login time from minutes to seconds and freeing up more time for patient care.

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Measurability is key to success

“With floorwalking, the focus shifts from technology to the user's needs. We avoid getting caught up in the technology itself or theoretical assumptions and instead intentionally focus on how the user experience can set the standard for any IT project. We involve both the IT/digitalization department and the end-user, providing recommendations on how to create measurable improvements. Measurability is key to success,” says Natalie Colliander, Key Account Manager.

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