Intranet employee experience
UX research
UX strategy
User archetypes
Challenge priortisation
Client: Refinitiv, London Stock Exchange Group (LSEG)
Designed for: Designit
Identify employee needs, existing challenges and provide strategic recommendations for the intranet to successfully serve as a digital workplace in the era of hybrid working
Objective
With Refinitiv merging with the London Stock Exchange Group, the organization envisioned migrating their respective heritage intranets into a single Digital Workplace for all employees. The objective for the new intranet ‘Connect’ was to support employee engagement and help towards the creation of the new work culture for its 23,000 employees.
The main challenge faced by the organization was that majority of the employees still preferred using their old intranet which was to be phased out soon. The ask from Designit was to:
01 Identify the various employee archetypes in the newly merged organisation
02 Identify their needs and challenges based on expectations from the intranet and evaluate performance of the MVP against them
03 Provide strategic direction for the intranet 'Connect’ and recommendations for improving its usability
Approach
After 2 months of the launch of the new intranet ‘Connect’, in-depth UX research was planned and conducted to get both qualitative and qualitative data on employee experience. Research activities undertaken gave us strong evidence on aspects of intranet that were doing well, needed improvement and were missing, along with the user archetypes.
Workshops and walkthrough session were conducted with stakeholders and various teams in the organization to arrive at prioritization of challenges and needs. Based on UX heuristics, intranet best practices and sharepoint capabilities (platform being used for intranet), recommendations were provided to improve the overall experience of ‘Connect’.
My role
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Lead the project in terms of UX research and strategy
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Research activities undertaken - User interviews, Tree testing of IA, Survey, analysis of Google analytics and secondary research
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Analysis of the findings to create insights, challenges, user personas and recommendations
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Conduct workshop with stakeholders for challenge priortisation and walkthrough of project findings
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Provide directions to the UX design team for improving the intranet experience
Client speak:
"Thank you for your tremendous contribution to the team over the last 6 months.
All the team enjoyed working with you and valued the work and insights you generated for us. All the stakeholders have been effusive in their praise of the work you did. We have actionable insights and will now use them."
- Andrew Mcgrath, Head of Digital Experience, Refinitiv
Sample research outcomes
Outcomes
Based on their usage of intranet and their expectations going forward, archetypes were created for 'Connect intranet’
The needs and challenges discovered were prioritised with customers and mapped against relevant archetypes.
The needs and challenges discovered were prioritised with customers over a workshop and mapped against relevant archetypes.
