American Academy of Ophthalmology - Case Study

Improved team alignment and capabilities while reducing process friction by ~25% for Healthcare IT team.

IT Process Optimization & Action Plan

EVALUATING Environments: Ecosystem Map

Lini (Sylvia) worked with IT team developed their ecosystem map layer by layer. This visualization created alignment between IT leaders, around how their team is positioned within the organization and identified opportunities on building better relationships with internal stakeholders.

Image of three different organizational charts or infographics related to mapping systems, stakeholder analysis, and metrics, each labeled with numbered titles: 1. Internal/External Stakeholders, 2. Member Relations / Impact / Level of Effort, 3. SSSs/ Metrics, on a purple background.
A detailed diagram illustrating the structure of an organization, with various interconnected circles and sections labeled with roles, responsibilities, and relationships, including internal and external stakeholders, executive teams, revenue sources, and communication channels, with a legend explaining the symbols and line styles used.

GENERATING Solutions: Stakeholder Collaboration

Everyone at AAO was facing similar challenges!
After conducting internal stakeholder interviews and a two-day stakeholder workshop, the participants came to a collective realization that that the issues at hand were not isolated to specific departments but were systemic across the organization. Our clients and stakeholders worked together to ideate and implement potential solutions that improve the overall working environment. This unified approach emphasized the importance of collective action in driving meaningful, organization-wide change.

Group of five people working together at a whiteboard with sticky notes.

ACTIVATING Progress: Implementation Planning

Drawing from their ecosystem map, stakeholder research, and workshop outcomes, the IT team determined that co-designing an improved, transparent submission and intake process would deliver the greatest organizational impact for AAO. They prioritized this initiative as the primary example to develop into an activation plan with clear scope and measurable outcomes.

A detailed flowchart diagram titled "Idea submission + IT intake funnel" for a project development process. It includes sections for development area, elements, and stages such as structural, operational, and awareness, with various tasks, decision points, and metrics outlined throughout.

Growing Team Capabilities

A key project outcome that the IT team requested was to independently manage similar projects in the future. To support this, Lini provided them with a "Process Book" and Miro activity boards that not only highlight the significant progress already made but also serve as a guide for recreating key frameworks moving forward. Below is a redacted example of the deliverable.