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:
There are three main categories of user personas:
List of Personas
Otherwise known as: Immunization Health Worker, HW Technician, HF Supervisor
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Otherwise Known As: AKA District EPI Supervisor/Officer
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
Stock Management role
Issuing (or Order Fulfillment) role:
Receiving role:
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:
Level 2 - Intermediate |
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
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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Level 3 or Level 2 -- Central/National OR Intermediate (in large countries) OR possibly an outsourced vender |
• Might have internet connectivity |
Stock Management role
Issuing (Order Fulfillment) role:
CCE Performance role:
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. |
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Otherwise known as:
Stock Management role
Resuppling (Order Fulfillment) role:
CCE Performance role:
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. |
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Otherwise known as: Intermediate Level Distributor/Field Coordinator
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Otherwise known as: EPI Program Manager (Central level), Regional Immunization and Vaccine Officer (RIVO), Provincial EPI Chief (Regional
(Does not handle vaccines or manage vaccine store)
Approval role:
Varies -- Central/National, Regional, District |
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Order Fulfillment Role:
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. |
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Central Level |
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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 Vaccine and 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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| Tech aptitude: ?? | |
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:
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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