Transforming the Intranet to Shape Digital Employee Experience
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The document discusses transforming an intranet to shape the digital employee experience. It describes establishing goals for the intranet to deliver engaging communication, promote collaboration, and provide work support. The evolution of the intranet at Swisscom is summarized, going from a consolidated platform in 2009 to the current employee portal with new collaboration capabilities. Key lessons learned include making the intranet useful, treating it as an ongoing product, and using facts over opinions to guide improvements.
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Transforming the Intranet to Shape Digital Employee Experience
- 1. Transforming the Intranet to shape the Digital Employee Experience Thomas Maeder Intranet & Digital Workplace Conference Brussels, 24.05.2018
- 2. 2 Hello! LinkedIn http://www.linkedin.com/in/maeder XING http://www.xing.com/profile/Thomas_Maeder Twitter @ThomasMaeder Thomas Maeder TransformingtheIntranettoshapetheDigitalEmployeeExperience|T.Maeder24.05.2018
- 3. 1. Goals,evolutionandlessonslearned 2. Integratingcommunication,collaboration and dailyworksupport(employeeservices) inoneuserexperience 3. Establishcontinuousimprovementand measureprogress 24.05.2018TransformingtheIntranettoshapetheDigitalEmployeeExperience|T.Maeder 3
- 4. 4 Context Swisscom's employee portal serves all ≈ 17’000 employees in Switzerland, with various job roles, working at ≈ 30 geographic locations and speaking either German, French, Italian or English ≈ 4’500 Information/Knowledge Workers ≈ 4'500 Subject Matter Experts (Legal, Finance, Human Resources, Engineers etc.) ≈ 5’500 Touchpoint Workers (Shops, Call Centers, Field Services) ≈ 1’500 Managers ≈ 1'000 Apprentices, Trainees 24.05.2018TransformingtheIntranettoshapetheDigitalEmployeeExperience|T.Maeder
- 6. 24.05.2018 6 TransformingtheIntranettoshapetheDigitalEmployeeExperience|T.Maeder …provide an indispensable digital assistant for the working day… Vision
- 7. Goals – the purpose deliver an engaging, state of the art employee communication/news portal promote corporate-wide dialogue, networking and knowledge exchange provide effortless support for common daily work/employee services strengthen corporate identity, culture and belonging 7
- 8. Evolution – Intranet transformation journey ≈ every 2 years a "major release", every quarter a "minor release" 2012 Intranet 2.0 • new UX, mobile access • Basic social features • upgrade SP2010 • … 2009 Intranet 1.0 • Intranet consolidation • 1 platform (SP2007) • 1 user experience • 1 governance • … 2014 Intranet 3.0 • self service collaboration • change & community mgmt • improved social features • upgrade SP2013 • … 2016 Employee Portal 4.0 • new IA, responsive UX • improved editorial features • digital experience team • agile development • upgrade SP2016 • … 2018 • new collaboration capabilities • optimize employee services • improve findability/discoverability & content relevance • upgrade O365 hybrid • … Employee Portal 5.0 8
- 9. Lessons learned Useful + Usable = Used An Intranet as a product, not a project Dream big, but deliver often Facts beat opinions An Intranet team is not enough Toolset + Skillset + Mindset 9
- 10. 24.05.2018 10 TransformingtheIntranettoshapetheDigitalEmployeeExperience|T.Maeder Integrating communication, collaboration and daily work support (employee services) in one user experience
- 11. 24.05.2018 11 TransformingtheIntranettoshapetheDigitalEmployeeExperience|T.Maeder What should the Intranet/Employee User Experience be like? What should the Digital Employee Experience be like?
- 12. 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 How does a typical working day look like? 12
- 13. News 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 Meeting Business Application A News HR Business Application News E-Mail Employee Self Service E-Mail News Search & Ask Collaborate Meeting Employee Self Services Search & Ask Search & Ask Search & Ask News Search & Ask Meeting Meeting How does a typical working day look like? 13 Collaboration TransactionsInformation & Knowledge 4'500 4'500 5'500 1'500 Meeting E-Mail CollaborateE-Mail Business Application B
- 14. Swisscom Employee Portal User Experience Framework News Work About us Find, Ask & Discover Notifications share, discuss, learn Repositories APIs Integration 14
- 15. Swisscom Employee Portal User Experience Framework News Work About us Find, Ask & Discover Notifications share, discuss, learn 15
- 21. 24.05.2018 21 TransformingtheIntranettoshapetheDigitalEmployeeExperience|T.Maeder Responsive UX/UI
- 23. Howtokeepthingsgoing? VisionVision Purpose/GoalsPurpose/Goals RoadmapRoadmap imagine…imagine… focus…focus… deliver…deliver… ++ ++
- 25. An Intranet team is not enough Intranet Team Digital Experience Team Intranet Manager Content Manager Product Owner (Project Manager) UX/UI Designer Frontend Developer Subject Matter Experts … 25
- 26. Facts beat opinions 26
- 27. 27 Some helpful 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
- 28. 24.05.2018 28 TransformingtheIntranettoshapetheDigitalEmployeeExperience|T.Maeder Modern Intranets have the power to change the experience of employees every single day, and through that the entire organization.
- 29. 29 ThankYou! LinkedIn http://www.linkedin.com/in/maeder XING http://www.xing.com/profile/Thomas_Maeder Twitter @ThomasMaeder Thomas Maeder TransformingtheIntranettoshapetheDigitalEmployeeExperience|T.Maeder24.05.2018