User-centered design approach is important to the development of OpenLMIS. The following personas are designed to help the development in understanding the viewpoint and experience of the users. A persona is depicted as a specific person but is not a real individual; rather, it is synthesized from observations and input from various stakeholders across multiple countries. An important aspect to these personas is that they sit at different levels of the supply chain.
We will use these personas to:
- to build empathy
- develop focus
- communicate and form consensus
- make and defend decisions
- measure effectiveness
- give clear expectations of the user's expectations
There are three main categories of user personas:
- Those who support the system
- Those who use the system to support a business process, and
- Those who consume information from OpenLMIS externally.
List of Personas
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Immunization Nurse
Otherwise known as: Immunization Health Worker, HW Technician, HF Supervisor
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District Immunization & Vaccine Officer (DIVO)
Otherwise Known As: AKA District EPI Supervisor/Officer
Goals
For my vaccines store and the facilities I supervise, I want all stores to have the right stock at the right time. I want to ensure the right stock is being ordered. I want to minimize closed vial wastage, stock outs or overstocks
- Request vaccines and supplies by Sending requisition (pull) or report (push) to Regional/Provincial Vaccine Store
- Receive vaccines and any other related supplies; in some instances, might have to go pick up vaccines themselves as well
- Issue vaccines and supplies to Health facilities (pickup system) or
- Distribute vaccines and supplies to Health facilities (delivery system)
- Manage Cold Chain Equipment at District vaccine store (DVS) and Health facilities within their districts and ensures routine maintenance/service to prevent/address failure
- Conduct Physical count and do stock adjustment (if needed)
- Supervise all immunization related activities being done at the facilities – both in terms of vaccine handling (keeping vaccine vials in right temperature, mixing diluents with vaccines as needed etc.) and vaccine usage (immunizing people)
- Uphold FEFO
Roles
Stock Management role
- Monitors vaccines store stock levels and ensures physical stocks match stock records
- Organizes by FEFO
- Segregates expired or damaged stocks
Issuing (or Order Fulfillment) role:
- Receives requisitions or reports from facility
- Approves requisitions or calculates allocation
- Picks and packs consignments
- Prepares proof of delivery (POD) and manages or makes deliveries to the SDP (delivery system) or transfers stock to their agent (pickup system)
Receiving role:
- Aggregates multiple facility requests to submit requisitions to level above (regional/provincial/zonal store)
- Based on above, receives consignment from level above, compares to requisition, signs POD and notes any exceptions with reason
This process works whether it's a pickup or a delivery system, since receiving can happen either at user's own depot or at the higher-level depot
CCE & Data Management role:
- Maintain stock card of what's in the CCE at district depot
- Maintain CCE functioning & temperature log
- Aggregate paper-based requests submitted by facilities for vaccine orders to level above
- Use SMT and DVD-MT in absence of other electronic tools
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Level 2 - Intermediate |
Key Pain Points
Late receipt of requisition requests and other crucial data forms from HF
Late receipt of stock from level above that makes managing and supply stock to HF problematicLate receipt of requisition requests and other crucial data forms from HF
- Lack of visibility into stock levels of HF day to day; Lack of consistent awareness regarding when facilities require replenishment
- Lack of visibility into CCE performance of HF day to day
Failure of CCE in HF needing me to troubleshoot which other HF has CCE space to store the stock for the HF that has no functioning CCE anymore; troubleshoot where to route the people seeking immunizations for that HF that no longer has working CCE; troubleshoot how many immunizations
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Cold Chain Technician
Goals
- I want to be informed of failing CCE that fall under my purview so that I can schedule their repairs
- I want the country to procure spare parts based on data analysis about CCE failure so that I’m like to have the spare parts I need when I have to repair CCE in the future.
- I want to know common causes of CCE failure so I can make more accurate predictions/preparations about the types of repairs I’ll have to make
Role
- View CCE functionality statuses to inform his/her maintenance and repair schedule
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Level 3 or Level 2 -- Central/National OR Intermediate (in large countries) OR possibly an outsourced vender |
Key Pain Points
- Not enough information on what's causing CCE failure
- Outdated CCE catalog so not sure which type and make of CCE is actually at the HF and when it was installed, how old it is, when it was last maintained, etc.
- Inadequate resources to carry out my work: limited funding for transport, not having access to the right spare parts
- Lack of access into system (lacking computer) means that I can’t see problems as they are logged but instead must wait for my manager (RIVO type role) or HF staff to tell me when there's a problem. Then I have to travel to HF once funds are provided to make the trip.
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• Might have internet connectivity |
Intermediate Level Vaccine Warehouse Manager
Goals
- Visibility (into stock levels, orders) into my own facility and those I'm responsible for supplying
- Ensure timely ordering/issuing of the right commodities in the right quantity.
- I want my store, my districts, and their facilities to have the right stock at the right time. I want to ensure the right stock is being ordered. I want to minimize stock outs or overstocks
- Receive verified quantity and quality of goods into store and determine need for remedial action when necessary.
- Uphold FEFO
- Manage the budget of my warehouse/store
- Ensure my CCE is serviced periodically to prevent failure
Roles
Stock Management role
- Manages Vaccine Stock present within the warehouse's CCE (several CCE or cold room(s) depending on how large the country's population is)
- Records stock movements: stock issues, receipts, adjustments
- Views and monitors stock on hand at their own warehouse and lower levels
- Ensures all transaction (eStock Card) data are accurate and up-to-date
- Receives stock issued by national warehouses
- Manage POD to verify stock shipped quantities
Issuing (Order Fulfillment) role:
- Creates and edits and authorizes requisitions
- Fulfills orders from levels below; places orders for more stock from national level
- May do local fulfillment (to facilities and users within OpenLMIS)
- May do fulfillment (fulfill many requisitions with one delivery)
- Manages Vaccine Stock present within the warehouse's CCE (several CCE or cold room(s) depending on how large the country's population is)
CCE Performance role:
- Monitors CCE performance
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Level 3 OR Level 2 (in large countries) Various levels – starting with national, regional, provincial, zonal, and even districts in large countries – essentially someone who has to manage multiple vaccine CCE or cold rooms and the stock stored in them. |
Key Pain Points
- Stock out, over stocks
- Poor visibility into lower level inventories and therefore unable to be proactive
- Plays multiple roles
- Does not receive requisitions and necessary approvals in time
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Intermediate Level Vaccine Warehouse Manager
Otherwise known as:
Goals
- Visibility (into stock levels, orders) into my own facility and those I'm responsible for supplying
- Ensure timely ordering/issuing of the right commodities in the right quantity.
- I want my store, my districts, and their facilities to have the right stock at the right time. I want to ensure the right stock is being ordered. I want to minimize stock outs or overstocks
- Receive verified quantity and quality of goods into store and determine need for remedial action when necessary.
- Uphold FEFO
- Manage the budget of my warehouse/store
- Ensure my CCE is serviced periodically to prevent failure
Roles
Stock Management role
- Manages Vaccine Stock present within the warehouse's CCE (several CCE or cold room(s) depending on how large the country's population is)
- Records stock movements: stock issues, receipts, adjustments
- Views and monitors stock on hand at their own warehouse and lower levels
- Ensures all transaction (eStock Card) data are accurate and up-to-date
- Receives stock issued by national warehouses
- Manage POD to verify stock shipped quantities
Resuppling (Order Fulfillment) role:
- Creates and edits and authorizes requisitions
- Fulfills orders from levels below; places orders for more stock from national level
- May do local fulfillment (to facilities and users within OpenLMIS)
- May do fulfillment (fulfill many requisitions with one delivery)
- Manages Vaccine Stock present within the warehouse's CCE (several CCE or cold room(s) depending on how large the country's population is)
CCE Performance role:
- Monitors CCE performance
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Level 3 OR Level 2 (in large countries) Various levels – starting with national, regional, provincial, zonal, and even districts in large countries – essentially someone who has to manage multiple vaccine CCE or cold rooms and the stock stored in them. |
Key Pain Points
- Stock out, over stocks
- Poor visibility into lower level inventories and therefore unable to be proactive
- Plays multiple roles
- Does not receive requisitions and necessary approvals in time
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Intermediate Level Vaccine Warehouse Manager
Otherwise known as: Intermediate Level Distributor/Field Coordinator
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EPI Program Supervisor
Otherwise known as: EPI Program Manager (Central level), Regional Immunization and Vaccine Officer (RIVO), Provincial EPI Chief (Regional
Goals
- To have the right amounts of potent stock available for the needs of the service delivery point and district depots
- Review the requested quantities to ensure the appropriate amount of stock is being requested/ordered.
- Review Budgets
- Be able to communicate needs of clinics/districts under his/her purview to people in level above to inform overall EPI strategies
- To ensure CCE within my administrative area remain functional; maximize CCE uptime.
Roles
(Does not handle vaccines or manage vaccine store)
Approval role:
- Approve requisitions (pull) or allocations (push) in order for depot to fulfill orders
- Logs in to approve/reject/edit requisitions made by DIVO or DIVO-type role at their level
- Reviews and monitors stock movements and stock on hand at service delivery points
- Receives and responds to notifications for low stock/stock outs at lower level facilities.
- Usually becomes aware of problems with stock or CCE because DIVO/district EPI supervisor persona is informing and not because s/he logged in and reviewed the data
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Varies -- Central/National, Regional, District |
Key Pain Points
- Late reporting (requisitions submitted) from SDPs
- Late reporting (stock issues/adjustments/etc. on a monthly basis) from SDPs
- Stock out, over stock
- Failing CCE
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National Vaccine Warehouse Manager
Goals
- Manages the orders for the national vaccine warehouse
- Works primarily in the national ERP
- Maintain chain of custody and appropriate environmental conditions for stock and inventory.
Roles
Order Fulfillment Role:
- Convert approved requisitions to order
- Views orders
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Level 3 OR Level 2 (in large countries) Various levels – starting with national, regional, provincial, zonal, and even districts in large countries – essentially someone who has to manage multiple vaccine CCE or cold rooms and the stock stored in them. |
Key Pain Points
- Responsible for a lot of paperwork
- Doesn't want to log into another system
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Central Logistics Personnel
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System Administrator
Goals
- Assist users in their use of the system
- Makes sure the system is up and running
- Maintains the system (backups, performance, data)
Roles
- Responsible for ongoing administration of the system.
- Add users, products, facilities, etc. as the system evolves
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Central Level |
Key Pain Points
- Lack of intuitive navigation
- Lack of robust configuration
- Lack of global permissions
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Intermediary Data Manager
Otherwise known as: District Data Manager
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Updated the personas above. Rachel Powers (Deactivated) please delete the following if the above looks good.
User | Level | Goals | System Role | Key Pain Points | Context, Characteristics, Comments, Quotes |
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Title: Immunization Nurse AKA: Immunization Health Worker, HW Technician Pull-Systems Requisition Role: Submit Requisitions Push-Systems Allocation Role: Report routine data (on which allocation is based). Be present during a delivery visit; compare delivery receipt to actual order delivered and if acceptable, sign. When not acceptable, provide reasons. Data Role: Maintain stock card of what's in the CCE; maintain consumption record of how many children were vaccinated; maintain CCE functioning log. Stock Mgmt Role: Manage Vaccineand requisites Stock present within the SDP's CCE (usually 1:1 ratio of CCE to SDP) | Level 1 Service Delivery Point (This could be a hospital out-patient clinic, a multiple-room primary health clinic, |
| In the immunization world, very few SDPs have digital access, ##This statement is questionable. The limitation is not on the SDP (see my note in the last column) but on the decision to make a Facility Edition out of scope for the current v3 plan. We should acknowledge this in the user story and explicitly state that we assume other technology or a future module will address this role's needs with a digital solution. (ChrisW)## so the system role below is defined in terms of what data they collect and send up the chain to the next level which then gets digitized into the system.
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| Tech aptitude: Low technical skills
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Title: HF Supervisor AKA: Nurse Supervisor In addition to having the same roles as persona above, acts as their supervisor and supervisor of the HF | Level 1 Service Delivery Point (This could be a hospital out-patient clinic, a multiple-room primary health clinic, | In a health facility both roles (this and persona above) present but in a health post one of the roles only present, in which case function is the same but title depends on the individual and seniority/time served in the govt HS structure
| Same as above | Same as above | Same as above |
Title: District Immunization & Vaccine Officer (DIVO)
If District Manages Stock: Stock Management Roles: Stock Monitoring Role: Monitors vaccines store stock levels and ensures physical stocks match stock records, organizes by FEFO, segregates expired or damaged stocks, records (or monitors) CCE temperature Issuing (or Order Fulfillment) Role: Receives Requisitions or reports from facility, approves requisition or calculates allocation; picks and packs consignments, prepares POD and manages or makes deliveries to the SDPs (delivery system), or transfers stock to their agent (pickup system) Receiving Role: Aggregates multiple facility requests to submit requisitions to level above (regional/provincial/zonal store). Receives consignment from level above, compares to requisition, signs POD and notes any exceptions wth reason. ##This process works whether it's a pickup or a delivery system, since receiving can happen either at user's own depot or at the higher level depot (ChrisW)##
Data Role: Maintain stock card of what's in the CCE at district depot; maintain CCE functioning log; aggregate paper-based requests submitted by facilities for vaccine orders to level above; use SMT and DVMDT in absence of other electronic tools. Monitoring and Supervision Role: Review facility data and interact with facility staff to identify and follow up on performance gaps, such as CCE failures, potential stockouts or expiries, etc.
| Level 2 Intermediate |
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Title: CCE Technician | Level 3 or Level 2 (Central/natl and Intermediate) (in large countries) or possibly an outsourced vender |
| Unclear – in some instances, could be directly logging in to system to view CCE performance reports to inform his/her maintenance schedule and travel but often, is informed by the manager (RIVO type role) or HF staff when there's a problem and travels to HF once funds are provided to make the trip. |
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Title: Intermediate Level Vaccine Warehouse/Store Manager Stock mgmt: Manages Vaccine Stock present within the warehouse's CCE (several CCE or cold room(s) depending on how large the country's population is); monitors CCE performance; Fulfills orders from levels below; places orders for more stock from national level; ensures all transaction (eStock Card) data are accurate and up-to-date ##I've simplified this rather than providing greater detail as in the DIVO story, but they details are very similar.(ChrisW)## | Level 3 or Level 2 (in large countries) Intermediate store (various levels – starting with national, regional, provincial, zonal, and even districts in large countries – essentially someone who has to manage multiple vaccine CCE or cold room and the stock stored in them) |
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Title: Intermediate Level Logistician AKA: Intermediate Level Distributor; Field Coordinator
Data Role: In Informed Push SC systems (delivery system with push/allocation) like in Mozambique and Benin, this role is the one that digitizes facility level data regarding stock movements and CCE functioning, because they have access to this data when visiting facilities with scheduled distributions. They either make paper copies of facility level data to bring back to their level and digitize using computers at that level, or they are provided with tablets that they can use for direct data entry from the facility by referencing the paper forms available there. Stock mgmt: Manage Vaccine Stock present within the warehouse's CCE (several CCE or even a cold room depending on how large the country's population is); manage monthly requests from levels below and places quarterly orders for more stock from national level | Level 3 or Level 2 (in large countries) (various levels – starting with regional, provincial, zonal, and even districts in large countries – essentially someone who has to manage multiple vaccine CCE or cold room and the stock stored in them) |
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| In some cases, the logisitician is at the same level as the provincial warehouse and so does not need to manage "own" inventory. But there are instances (as in Benin), where the logistician also has his "own" CCE that he uses as buffer stock supply in case he is unable to go up one level to pick up vaccines for distribution to lower level done.
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Title: Program Supervisor (for multiple levels) AKA: EPI Program Manager (Central Level); RIVO (Regional Level); Provincial EPI Chief (Regional level) Approval Role: Approve requisitions (pull) or allocations (push) in order for depot to fulfill orders (Could be district/regional/central level) | Varies Central/National, Regional, District |
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| Tech aptitude: varies
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Title: National Vaccine Warehouse Clerk Order Fulfillment Role: Convert to Order | Level 3 National, Central, Regional in larger countries |
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Central Vaccine Logistics Personnel Requisition Role: Approver Stock Management Role: Decision Maker | Central |
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Role: |
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System Users ##This is a vague title; system administrator user? Any user? |
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Role: Administrator Name: Ray Charles |
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Role: Implementor Name: Pawel |
| Configures the system. Uploads the products, facilities, programs, periods, schedules. |
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Other roles to potentially add:
- data analyst / VAN advisor
Table below captures ancillary roles/support roles brought in as needed
User | Level | Goals | System Role | Pain Points | Context, Characteristics, Comments, Quotes |
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Title: District Data Manager Pull-Systems Requisition Role: Receives Requisitions from facility; aggregates multiple facility requests to submit requisitions to level above (regional/provincial store) – note, in some places, due to capacity/staff time available, district data manager will assist DIVO persona above by doing the aggregation and digitizing of HF paper requisitions into an online system. But does not have a formal/ traditional role to play in the logistics/supply chain. Data Role: aggregate monthly service delivery data received from HFs via paper and either put information in a paper form or digitize online via an HMIS (such as DHIS-2) – service delivery data could be info like # of kids immunized for each vaccine type in that month, # of malaria cases, # of confirmed TB cases, etc. For iSC: when needed, aggregates paper-based requests submitted by facilities for vaccine orders to level above; use SMT and DVMDT in absence of other electronic tools. | Level 2 District | This is a Support role when needed in the iSC world |
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