Gianna LaPin

Mayo Clinic (USA)

Drowning in data: Living through a content inventory when your customer is an information hoarder

Presentation from Intranets2014



About my talk

It may seem easier to just install another network drive but when your customer irrationally refuses to part with useless information during a content inventory, it can end up costing the company countless dollars in the form of missed opportunities or wasted productivity. It can even create safety or legal concerns when outdated content continues to surface in search results.

During her years of serving as a full-time “information organizer” for a decentralized intranet supporting over 60,000 employees, Gianna has helped dozens of content owners get through the decluttering phase of a web redesign project (usually with a minimum of hair-pulling). In the process she has developed a deeper understanding of the unique relationship people have with their website content, as well as the pathology of hoarding in general.

In this session, she will:

  • Explain the negative consequences of keeping everything
  • Discuss similarities between compulsive hoarders of physical objects and people who hoard information
  • Describe tactics that help maintain trust and encourage customer involvement during the grueling content inventory process
  • Arm you with transferable skills to, in turn, teach your customer — empowering them to make rational keep-or-toss decisions on their own

About me

Gianna is the senior UI/UX designer on Mayo Clinic’s in-house intranet team, just recently named one of Nielsen Norman Group’s 10 Best Intranets of 2014. There she leads large design projects for clinical and operational departments, consults on enterprise-wide standards for a variety of digital interfaces, and conducts user research to gain insight into Mayo Clinic’s 60,000+ employees.

Gianna currently lives in Rochester, Minnesota with her partner and two children. She holds a BA in Sociology from the University of Wisconsin-Milwaukee, plays with yarn in her spare time, and — when necessary — can be bribed with stroopwafels.

Photos from Intranets2014


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