Understanding Project Scope
Centralized platform to streamline internal communication and access to resources, enhancing organizational efficiency and employee engagement.
Key features and Functionality considered
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Simplified, logical structure with simplified menu and search functionality
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Centralized space for policies, forms, training materials, and FAQs with clear categorization.
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Real-time updates.
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Responsive design for easy access across devices.
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Employees across all departments, with consideration for various levels of technical proficiency.
It was quickly recognized the current system of sorting through papers housed in different places with not everyone having the latest update took too long to find key information and as a result, the following areas became problematic:
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Technician did not have a central location to find how to perform specific installation or fixes.
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Recall information was not easily identifiable for Service Advisors.
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Consistent updated list to contact manufacturers.
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Procedures across each department were fluid without communicating to each department changes were made.
Control Group Criteria
Careful selection of control groups to assist with success and completion rates.
CONTROL GROUP
Warranty Parts Specialists, Finance, Sales and Service Advisors were chosen to help streamline process.
A careful balance between entry-level and mid-level mangers and executives as well as tech-savvy and less experienced users were considered.
CONTROL GROUP TASKS
Each person was asked to record
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How long it took them to
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Find specific HR policy or form
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Bookmark important resources for quick access later
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Download a template
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Locate and enroll in a training session or eLearning module
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Access a FAQ page and find an answer to a specific question.
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Report an issue or provide feedback about the intranet
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RECORD PROCESS
Next, each control group was asked to record the following areas
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Success rate of task completion
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Errors or roadblocks
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Ease of use of navigation and layout
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Search function
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Labels, buttons and menus understandable
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Confidence level to use the intranet
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Frustration points when confused
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Which features used most
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Accessibility
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Experience across different devices
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How easy could they locate resources
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Feature requests
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Suggestions for improvement
User Interview and Insights
Specifying the criteria that defines our ideal participants.
PRE-SCREENING QUESTIONS
TESTING AREAS
Participants interacted with specific areas of their current work flow, functionality, usability and satisfaction by completing the following tasks
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Find a specific document or form
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Locate the step-by-step guide for....
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Find instructions of printed instructional guides organized by task
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Identify a deadline for completing annual training requirements
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Locate internal contacts for help
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Locate external manufacturer contact information
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Find the agenda or project folder with printed materials for the team meeting
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Find your printed daily checklist
POST-TEST QUESTIONS
Users were asked to reflect on their experience
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Were you able to find the information you needed to perform your job duties?
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How easy or difficult was it to locate role-specific resources?
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What, if anything slowed you down or felt confusing?
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Did the organization of the resources make sense for your job role?
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Is there any additional information or feature you would like to have readily available?
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What is your current job role and department?
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What tasks do you typically use the computer for (finding documents and information)?
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How comfortable are you with technology and new software?
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Do you have any accessibility needs?
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Are there any current frustrations or challenges you face with current tools and resources?
Prototypes
The growth of our idea.
USE CASE
Employees interacted with static pages like Tech Tools to simulate workflows.
WIREFRAME
Digital wireframes were used in Figma with clickable areas to mimic navigation.
HIGH-FIDELITY -SCENARIO BASED
Asked users to click on buttons on homepage on their computer and mobile device.
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Onboarding a new employee, use the intranet to download the welcome packet and review the steps in the printed guide.
FEEDBACK COLLECTION
After testing each prototype, feedback was gathered through
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Survey
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Interview
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Usability metrics (track success rates, times spent on tasks, and error points)
Company Branding
Fostering a sense of identity, consistency, and engagement while creating a cohesive user experience.
TONE AND VOICE
Casual and friendly tone to align with company branding voice across all pages.
USER EXPERIENCE AND NAVIGATION
Navigation menu and layout are intuitive and easy to use.
Design adheres to accessibility standards to reflect company commitment to inclusivity.
CONTENT
Consistent format to engage employees and reinforce the brand.