Intranet User Experience Survey and website redesign

In October 2015 WinTech decided to launch Pulse, the intranet website with the goal of keeping all people engaged and updated about what’s going on in the company.
After few months tho they realised that users were not visiting the website, people were not in the loop and lots of services offered on the intranet such as “log a IT ticket” or HR documentation were still requested through channels used previously. For this reason they asked the UX team to help them improve the platform and make it more user friendly.

After several meetings we decided to follow the standard UX process and start from a user survey to understand better people’s concerns and frustrations.

Pulse User Experience Survey


The survey’s purpose was identifying pain points and improvement areas from the users point of view in order to be able to make informed design decisions during the redesign of Pulse.

Overview:
We surveyed 25 employees (15 male, 10 female) from different departments face-to-face.

User type



  • Average User
  • New Starter
  • Intranet champion

Doesn’t seem to have any difference on the knowledge level on Pulse based on the user type.

Visits in the previous month



  • Once or more in a day
  • Once or more in a week
  • Once or more in a month

Visits are mainly task focused (looking up documents, procedures, office map, holiday balances, coffee cam.) When they performed the main task, users look into social related features as well (Spotlight, News, Yammer).

How Users defined the purpose of the Intranet:


“Easy first stop before I ask somebody”

“A central location of all documents and data you need”

“Touch-base on what’s going on in the company”

“An internal tool for updates, communication, helpful documents, hints and tips”

Element usefulness in total

Identified patterns


Technology

1. The website loads very slowly;
2. Technologically outdated framework: shows backend errors, looks unprofessional;
3. Responsive issues.

Technology seems to be a big issue, puts off a lot of users.

Content

1. Fragmented over multiple systems: company updates shown on the TV screens are not on the website
2. The content is not detailed
3. It is mostly HR communication
4. Lack of transparency on the company: there’s nowhere on the site where you can find goals, vision, strategies or roadmaps

Users don’t find the content updated, engaging or detailed, so they are not intrigued to visit.

Hierarchy and Structure

1. No Visual hierarchy
2. You have to click through too many times before you can actually find documents or specific sections

Clarity and transparency on company, locations, departments and teams seems a paramount.

Design

1. Not sure what is clickable or not
2. Confusing use of colours: green seems relative to sports and blue to casino, but the actual sections are not related to Betway products
3. Everything is black with bright green highlights, all sections look the same

Most of users only check the front page and ignore the navigation, except for “department”. Desired features that they mention are already on the website, but the userflow and layout don’t make those information easy to access.

4 User Personas have emerged


Sam – Annoyed User




“I hate when things that should make life easier make it even more complex”


Age: 41
Department: Development
Device: PC
Favourites: Documents, forms

Bio

Sam loves socialising and sharing news on what’s happening in the business or in the tech world. When he first checked Pulse he thought that he would find everything integrated into one system, but that’s not the case: Pulse bounces the user to each different website.
He doesn’t check the news section because he already receives email updates and he can hear the gossip from his colleagues directly.
He would like to find more company information, management updates or team performance.


Motivations

Know about company strategy and team performance

Goals

Find out team, company and departments’ information

Needs
  • Transparency
  • Up to date information
  • One integrated system

Familiarity with

Front page
25%
Rest of the website
18%
Social features
12%
Documents & HR
39%
Personality

EXTROVERT 7 / INTROVERT 2

OPINIONATED 9 / IMPRESSIONABLE 1

THINKING 5 / FEELING 5

Amanda – Browsing User




“I check the spotlight and go through Yammer feed: I love that stuff!”


Age: 28
Department: VIP
Device: PC
Favourites: Yammer, Coffee Cam, Spotlight, News

Bio

Amanda is always interested in what’s going on in the company so she uses Pulse mainly to access Yammer. When she sees something on the TV screens she always go and check it out on Pulse to get more information but most of the times on the website there’s no much more details.
She always check out the coffee cam to see if there’s enough queue so she can have a chat!


Motivations
  • Having fun at work
  • Getting to know people
Goals
  • Socialising
  • Find the right documents
Needs
  • Up to date social news
  • Clarity on documents

Familiarity with

Front page
85%
Rest of the website
40%
Social features
90%
Documents & HR
52%
Personality

EXTROVERT 8 / INTROVERT 2

OPINIONATED 6 / IMPRESSIONABLE 4

THINKING 4 / FEELING 6

Matt – New Employee




“Where can I find out about it?”


Age: 24
Department: Analytics and Insights
Device: PC & Surface
Favourites: Meet the team, Office map

Bio

Matt just finished University and this is his first job. He in unexperienced with company procedures, structures, regulations. Although he had the induction training he still does not grasp fully the company values and strategies.
He also hears buzzwords that he has no clue what they mean and refer to: he feels quite embarrassed to ask questions all the time! Checking the “meet the team” section he cannot find enough information about the team structure and the expertise of the members.


Motivations
  • Integrate in the company
  • Be more confident
Goals
  • Learning how the company works
  • Know about his colleagues
Needs
  • Clarity on the company structure and values
  • Detailed info about his colleagues

Familiarity with

Front page
80%
Rest of the website
62%
Social features
34%
Documents & HR
58%
Personality

EXTROVERT 6 / INTROVERT 4

OPINIONATED 5 / IMPRESSIONABLE 5

THINKING 3 / FEELING 7

George – Task focused




“An easy first step before I ask somebody”


Age: 31
Department: Digital Marketing
Device: PC & Surface
Favourites: Documents and forms, Office map, iTrent, Meet the team

Bio

George is always very busy swinging from one meeting to another, he is in contact with lot of people. Therefore he always check out the colleagues in advance to recognize them and familiarise with their expertise.
He often needs to find documents and forms and checking those on the Surface is quite hard as the website has responsive issues.
When he can catch his breath he likes to check out his holiday balance and who is on the “spotlight” this week.


Motivations
  • work quicker and more efficiently
  • Be prepared
Goals
  • Finding accurate and up to date information
  • Get straight to the point
Needs
  • Up to date documents and forms
  • Up to date employee info

Familiarity with

Front page
83%
Rest of the website
92%
Social features
37%
Documents & HR
87%
Personality

EXTROVERT 7 / INTROVERT 3

OPINIONATED 8 / IMPRESSIONABLE 2

THINKING 8 / FEELING 2

Pulse Redesign


Pulse needs to be redesigned and tailored to users’ expectations:


  • Creating scenarios and use cases
  • Creating new user flow
  • Liaising with developers to figure out technical restrictions
  • Collaborative design with UI: sketching, wireframing, prototying
  • Usability testing new prototypes
  • Refining ideas
  • Hand final version over to development
  • If possible set up tools to monitor the site performance and revisit the site 3-6 months later.

The first step is creating a new user flow that makes easier access to the desired content. Ideally the user should reach the page, document or section of interest in less click as possible.

I decided to include in the menu 4 items “about us, departments, get involved, all news” to make it as simple as possible.
The most important information will be showcased in the homepage, the relative section will link into the respective page.

After meeting with the product owner and the dev team I encountered restrictions relative to the website layout. In fact the framework chose and purchased for the intranet is Office 365 and the layout to be used is “tile”.

Directors and main stakeholders for this project were still pushing for using Betway colours (black background and green elements) even if the survey reported that the users are not happy about the “dark vibe” of the website.

At this point it was necessary to create a content and visual hierarchy of the homepage content so that the elements are clearly displayed and equally balanced.

Layout and structure

Keeping the framework layout of the tiles, I decided to increase the padding to separate one block from another.

Home page:
Module row 1: 312x350px;
Other rows: 312x312px;
Padding: 50px.

All pages:
Modules: 312x312px;
Padding: 50px.

This also solves the responsive issues on Surface tablets.

Homepage with content

Other pages examples


 


UI Style guide