7 Jahre Intranet Transformation bei Swisscom AG. Ein Ende in Sicht? Inside INTRANET, COLLABORATION & DIGITAL TRANSFORMATION 2017 Entwicklungsschritte und lessons learned Kommunikation, Kollaboration und Unterstützung für die tägliche Arbeit in einem Intranet/Mitarbeiterportal integrieren Good practices zu moderner User Experience mit SharePoint Zukunftsthemen für die nächsten Intranet Transformationsjahre

1. 7 Jahre Intranet Transformation bei Swisscom AG
Ein Ende in Sicht?
Thomas Maeder
Inside INTRANET, COLLABORATION & DIGITAL TRANSFORMATION 2017
Schloss Bensberg bei Köln, 27.06.2017

2. 2
Grüezi!
LinkedIn http://www.linkedin.com/in/maeder
XING http://www.xing.com/profile/Thomas_Maeder
Twitter @ThomasMaeder
Thomas Maeder
InsideINTRANET,COLLABORATION&DIGITALTRANSFORMATION|ThomasMaeder27.06.2017

3. Entwicklungsschritteundlessonslearned
Kommunikation,KollaborationundUnterstützung
fürdietäglicheArbeitineinem
Intranet/Mitarbeiterportalintegrieren
GoodpracticeszumodernerUserExperience
mitSharePoint
Zukunftsthemenfürdienächsten
IntranetTransformationsjahre

4. 4
Kontext
Das Mitarbeiterportal wird von
allen ≈ 19’000 Swisscom Mitarbeitenden
in der CH genutzt. Die Mitarbeitenden
arbeiten in unterschiedlichen Funktionen,
an mehreren Standorten und sprechen
Deutsch, Französisch und Italienisch.
≈ 6’500 Information/Knowledge Workers
≈ 3’500 Subject Matter Experts
(Legal, Finance, Human Resources etc.)
≈ 6’500 Touchpoint Workers (Shops, Call
Centers, Field Services)
≈ 2’500 Managers
27.06.2017InsideINTRANET,COLLABORATION&DIGITALTRANSFORMATION|ThomasMaeder

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InsideINTRANET,COLLABORATION&DIGITALTRANSFORMATION|ThomasMaeder
Entwicklungsschritte
und lessons learned

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InsideINTRANET,COLLABORATION&DIGITALTRANSFORMATION|ThomasMaeder
…provide an indispensable
digital assistant
for the working day…
Vision

7. Zielsetzungen
 deliver an engaging,
state of the art employee
communication/news portal
 deliver an engaging,
state of the art employee
communication/news portal

8. Zielsetzungen
 strengthen corporate
identity, culture and
belonging
 strengthen corporate
identity, culture and
belonging

9. Zielsetzungen
 promote corporate-wide
dialogue, networking and
knowledge exchange
 promote corporate-wide
dialogue, networking and
knowledge exchange

10. Zielsetzungen
 provide effortless support
for common daily work
and collaboration
 provide effortless support
for common daily work
and collaboration

11. 2012
Intranet 2.0
• new UX
• social features
• mobile web access
• upgrade SP2010
• …
2009
Intranet 1.0
• Intranet
consolidation
• 1 platform (SP2007)
• 1 user experience
• 1 governance
• …
2014
Intranet/Collaboration 3.0
• self service
collaboration
• change mgmt &
adoption initiative
• improved social
features
• social Q & A
• video/corporate TV
• upgrade SP2013
• …
2016
Employee Portal 4.0
• new responsive UX
• new IA
• work dashboard
• integration/APIs
• newsroom & digital
experience Team
• …
IntranetTransformation |Entwicklungsschritte
≈alle2Jahreein"majorrelease",proJahr4"minorreleases"
2017
• upgrade SP2016, transform to
O365 hybrid
• improve enterprise search,
findability & discoverability
• improve and simplify social
collaboration
• improve daily work support
• improve newsroom/editorial
processes & tools
• consolidate digital asset mgmt and
improve video mgmt
• refine KPI/analytics, governance
• optimize overall UX
• …
Employee Portal 4.X

12. 12
StepTwo,ILFsession-Intranets2017,Sydney|ThomasMaeder
Ein Intranetist ein Produkt, kein Projekt

13. Benchmark
Tests
Surveys
Analytics
KPIs
Success
Stories
Fakten statt Meinungen

14. 14
Hilfreiche KPIs
 #visits and #visitors in
relation to the size of
the target audience
 average time spent on
page
 #views and average
view duration/drop-off
for videos
 #likes, #comments and
#shares
 #profiles with up-to-
date personal
information
 density of the Enterprise
Social Network ESN
 activity of the Enterprise
Social Network ESN
 #active/used
workspaces or groups
for collaboration
 #created/used
collaboration content
 #search queries per
search term
 #different search terms
 #search queries with
clicks on results,
without clicks on results
 #unique search users
 average performance/
response time
 availability (uptime
minus downtime)
 #incidents
 usefulness - how useful
is the Intranet/Digital
Workplace
 usability - how do
employees judge the
usability/user
experience

15. Ein IntranetTeam reicht nicht
Intranet Team Digital Experience Team
Intranet Manager Content Manager Product Owner
Project Manager
UX/UI Designer
Frontend Developer
Subject Matter Experts
…
15

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InsideINTRANET,COLLABORATION&DIGITALTRANSFORMATION|ThomasMaeder
Kommunikation,Kollaborationund
UnterstützungfürdietäglicheArbeit
ineinemIntranet/Mitarbeiterportal
integrieren

17. 17
WiesiehtderArbeitsalltageinesMitarbeitendenaus?
Onboarding OffboardingWorking Day | Job Role 1
Job Role 2
Job Role n
Morning Afternoon Evening
E-Mail Meeting
Subject
Matter
Specialist
Touchpoint
Worker
Manager
Information/
Knowledge
Worker
E-Mail
Meeting Meeting
E-Mail
E-Mail
Touchpoint
Work
News
Business
Application
Touchpoint
Work Business
Application
E-Mail
Business
Application
A
Employee
Self Service
Search
& Ask
MeetingBusiness
Application
B
Business
Application
A
News
HR
Business
Application
News
Collaborate
E-Mail
E-Mail
Employee
Self Service
E-Mail
News
Search
& Ask
Collaborate Meeting
Meeting
Employee
Self Service
Search
& Ask
Search
& Ask
E-Mail Search
& Ask
News
Search
& Ask
Meeting
Meeting

18. 18
WiekönnendieunterschiedlichenArbeitsalltage/Bedürfnisse
ineinemoderneIntranetUserExperienceübersetztwerden?
27.06.2017InsideINTRANET,COLLABORATION&DIGITALTRANSFORMATION|ThomasMaeder

19. SwisscomMitarbeiterportal
UserExperienceFramework
News Work About us
Find, Ask & Discover
Notifications
share,
discuss, learn
Repositories
APIs
Integration

20. SwisscomMitarbeiterportal
UserExperienceFramework
Mitarbeiterportal APIs
Profiles Search Activities Content Metadata …

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InsideINTRANET,COLLABORATION&DIGITALTRANSFORMATION|ThomasMaeder
Good practices zu
moderner
User Experience
mit SharePoint

22. Überblick

23. News

24. Work

25. About Us

26. Find, Ask &
Discover

27. Mobile/Responsive

28. Mobile/Responsive

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InsideINTRANET,COLLABORATION&DIGITALTRANSFORMATION|ThomasMaeder
Zukunftsthemen
für die nächsten
Intranet
Transformationsjahre

33. Zukunftsthemen - Auswahl

34. 2018
Employee Portal
5.0
2019 2020
Intranet Transformation - Ausblick
Employee Portal
6.0
Employee Portal
7.0
"connect Swisscom,
make everything and
everyone effortless
findable and
discoverable"
"meet your
indispensable
digital assistant,
feel Swisscom's heartbeat"
"make Swisscom
engaging, smart &
effective"

35. 35
Herzlichen Dank!
LinkedIn http://www.linkedin.com/in/maeder
XING http://www.xing.com/profile/Thomas_Maeder
Twitter @ThomasMaeder
Thomas Maeder
27.06.2017InsideINTRANET,COLLABORATION&DIGITALTRANSFORMATION|ThomasMaeder