THE STORY BEHIND TAURON’S AWARD WINNING INTRANET INTRANÄTVERK 2015 Hubert Turaj & Marcin Kręcioch

_ THE PROCESS

EMPLOYEE CENTERED DESIGN (ECD)

UNDERSTAND

DESIGN TEST

_ MEET TAURON

VALUE CHAIN TAURON group consists of many different departments and subsidiaries. Their employees have quite specific needs.

HUGE AREA OF OPERATION TAURON operations cover the whole south of Poland. Employees need to travel often and cooperate in geographically spread teams.

HISTORY OF MERGERS TAURON emerged after several mergers of smaller energy companies what is still reflected in the structure of some of the IT systems.

OLD AND NEW Some of group’s subsidiaries already had intranet systems. They had to be analyzed so no impotant feature was skipped.

_ UNDERSTAND

SURVEY

IN-DEPTH INTERVIEWS

BENCHMARK USER TESTING EYE TRACKING

STUDY

Analysis Concept Mockups Implementation Spec Designs

USER TESTING

WORKSHOPS

ETHNOGRAPHIC RESEARCH

ETHNOGRAPHY Research inspired by ethographical methods helped us to understand the organization and everyday tasks of employees from different fields.

NATURAL ENVIRONMENT Look for post it notes, printouts, private notebooks and excel files – these are the best candidates for optimizing company processes.

Big picture SURVEY WITH 3000 EMPLOYEES

Difficulties with finding interesting informations;

653 Too much content; 119

Too much graphic; 36

Complicated site structure; 256

Complicated depatments naming; 177

Unfriendly layout; 142

Difficult language of the site; 57

Too small font size; 137

Too slow page loading; 348

Which of the following problems do you encounter when using the intranet?

Finding right information

Difficulties with finding interesting informations;

653 Too much content; 119

Too much graphic; 36

Complicated site structure; 256

Complicated depatments naming; 177

Unfriendly layout; 142

Difficult language of the site; 57

Too small font size impade the reading; 137

Too slow page loading; 348

Which of the following problems do you encounter when using the intranet?

Long loading time

Difficulties with finding interesting informations;

653 Too much content; 119

Too much graphic; 36

Complicated site structure; 256

Complicated depatments naming; 177

Unfriendly layout; 142

Difficult language of the site; 57

Too small font size; 137

Too slow page loading; 348

Which of the following problems do you encounter when using the intranet?

Complex structure

Rate frequency of use of different intranet’s functions

News Contacts Org. structure

Templates

NEW EMPLOYEE

HELP WITH ONBOARDING One of important aspect that employees mentioned during research was difficulty of getting on board. To help employees take off faster prepare the list of necessary activities and answers to typical questions.

_ DESIGN

GOVERNANCE Every section should have person responsible for taking care of the content – either creating it or making sure that the content prepared by somebody else is clear and up to date.

INFORMATION ARCHITECTURE

CARD SORTING When organizing the content for such a big system, card sorting excersises are indispensable. They allow to create the right structure and get the naming right as well.

WIREFRAMES Prototypes of most important sections and screens are great tool for discussing the content and the structure of the future system.

VISUAL DESIGN The design followed brand guidelines but had some details different to clearly mark the difference between the web portal and the intranet.

FLEXIBILITY The design is based on the grid that can be adjusted in an elastic way giving some freedom to the editors.

RESPONSIBILITY

SOCIAL SUPPORT Every employee can report that the article is out of date. It can be done through easy to use form placed next to every article.

270 LOCATIONS

INFORMATION ABOUT MEETING ROOMS Information about meeting rooms include its capacity and equipment e.g. beamer – this feature is a direct answer to the need discovered during research.

_ TEST

SURVEY

IN-DEPTH INTERVIEWS

BENCHMARK USER TESTING EYE TRACKING

STUDY

Analysis Concept Mockups Implementation Spec Designs

USER TESTING

WORKSHOPS

ETHNOGRAPHIC RESEARCH

USER TESTING We conducted three sessions of tests. First two took place in our lab while the third one was carried out at Tauron’s offices.

FIND CONTACT TO IT SUPPORT

EYETRACKING This method gave us additional feedback regarding the behaviour of the users and confirmed our design assumptions.

ABBREVIATIONS Employees use the abbreviations everywhere but the search engine was not optimized for them. Only after the tests with real content this issue was discovered and fixed.

_ AND PROMOTE

25 INTERNAL PR MOVIES 20 SCREENCASTS „MAKING OF” MOVIE

RESPECT THE PROCESS AND EMPLOYEES’ NEEDS …AND EVERYTHING ELSE WILL FOLLOW

follow the process understand peoples’ needs understand the organization care for basic business needs design for special requirements design for change make it fast use checklists