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Portfolio / MASK



Design Challenge

Convert several Windows Help systems to one consolidated web based system that supports real time updates to policies and procedures for multiple departments.


MASK, the Mid-Atlantic States Knowledge Base for Kaiser Permanente, is a Web Help system that hosts departmental policies and procedures, job aids, technical documentation, and desk-level procedures on a Kaiser Permanente Intranet site. MASK provides a natural language search combined with departmental pages customized for each audience. Content updates are published weekly based on Subject Matter Expert input and scope notes for procedure updates are highlighted within the topic. Since MASK can be accessed from any PC in the Kaiser network, it is used by training departments, auditing, and management as a centralized source of information.

Research Methods

Design Methods

Evaluation Methods


  • Shadowing
  • Focus Groups
  • Wireframes
  • Paper Prototypes
  • Surveys
  • Think Aloud Testing
  • Heuristic Evaluation
  • Focus Groups/User Group
  • RoboInfo
  • PaintShop Pro
  • RoboHelp

Executive Summary | Business Case | Help Lines Newsletter vol. 1 | vol. 2 | vol. 3 | vol.4

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