make a great user experience even better

Make a great user experience even better

Mark Morrell – BT Intranet manager

http://markmorrell.wordpress.com

© British Telecommunications plc

Agenda

• A little bit about:– BT– Me– BT’s intranet

• Get your priorities right• User led or technology driven• Standards, standards, standards• How to prevent problems• Summary


Some things you might not know about BT......

• BT operates in over 170 countries as one of the world’s leading providers of communications solutions and services. We provide networked IT services, local, national and international telecommunications services, and higher value broadband and internet products and services.

• BT Conferencing - is the number one conferencing provider in Europe. Conferencing has reduced our carbon footprint by 100,000 tonnes of CO2. We are helping our customers achieve the same sort of result. Our conferencing business has grown 21% in the past year.

• Financial centres across the globe - 60,000 traders in over 800 trading firms across 51 countries rely on BT’s voice applications and integration technologies.

• Broadcast TV - BT Tower is a global media hub, handling daily an average of 90,000 hours of UK and international broadcast content.


A little bit about me………..

• I have been the BT Intranet manager since 2002 (some would say for far too long! )

• My background is in human resources, internal communications and training

• I am a homeworker in Brighton• I lead a small central team based around the UK• I’m based in Group Communications• I’m responsible for BT’s intranet strategy, action plan, standards,

governance model and user and publishing experience.


And a little bit about BT’s intranet

• It started in 1994• It is available to 140,000+ people in BT including third parties• All our information is online: guidance, policies, news• All our applications are online: people management, bookings,

expenses• We collaborate online too: blogs, wikis, podcasts, RSS, Twitter• It is benchmarked by the Intranet BF as one of the best intranets

overall and for:– Governance and strategy– Metrics and performance– Communications and culture– Design and usability


BT’s intranet priorities

• Align intranet strategy with BT and IT strategy• Act on user survey recommendations• Build on Intranet benchmarking forum (IBF) recommendations• Develop relationships and priorities with key stakeholders


BT’s intranet strategy

• The BT Intranet covers all the on-line information an individual generates and consumes and the services they use through the screen of whatever electronic device they need for their work. This includes e-mail but excludes the applications that run on the various electronic devices used to access on-line information (e.g. laptop).

• Business need balanced with the user experience are always core when developing the BT Intranet to deliver the best possible business value in support of BT’s business strategy and objectives.

• BT’s Intranet will comply with all BT policies and legal requirements. BT’s intranet will be available to everyone who needs access to it. Publishing standards enable it to be used with any device, any where and at any time.

• The key priorities for the BT Intranet strategy in supporting BT’s overall strategy will be firstly; to reduce overall business costs and secondly; to help grow new revenues.


BT’s information vision

• The Intranet enables people in BT to access the information and services they need to do their work at any time, from any place.

• information to be easily accessible, timely, accurate and relevant, and appropriate to their business situation and needs

• consistency between information and the organisation’s desired behaviours and values

• location and time not to be barriers to accessing and using information

• to receive information through the most appropriate media

• to exert choice and control over the information they receive

• information to add value

• their changing requirements to be met in a timely fashion


BT’s intranet action plan

• Agree and implement clear governance model• Measure performance and value• Be a communication tool and cultural enabler• Consistent design based on users’ needs• Implement solutions with IT to meet business/user needs• Agree plan and update regularly on progress


How satisfied are users with BT’s intranet?

• BT uses GfK NOP, an independent research company, each year. In 2010:

• 79% were satisfied with our intranet• 40% were extremely/very satisfied with our intranet• 6% were dissatisfied with our intranet• Only 16% do not agree the BT Intranet improves their everyday

working life • Only 14% do not agree the BT Intranet helps them be more efficient

in their job


Intranet standards underpin everything

• Standards to implement business and users needs, legal and regulatory requirements

• One set of standards applied appropriately to accredited and collaborative information and applications

• Our standards include:– Design: brand, usability– Accessibility: text size, alt texts– Information management: owner, review date

And template features embed these standards to prevent problems…….


Standards embedded in templates


Standards embedded in templates 2


Further ways to prevent problems

• Publishing requests need approval• Training for new publishers• Online guidance for simple queries• Helpdesk for complex queries• Procurement clauses on accessibility and usability• Development process needs standards to be met


Summary

You can now make a great user experience even better by:

• Getting your priorities right• Leading with business needs working closely with IT• Standards meeting business, legal and regulatory needs• Preventing problems before they happen


Thank you!

• For further information and questions ask me at the IntraTeam conference or go to http://markmorrell.wordpress.com