© SAS Part of MSLGROUP

The Art and Science of getting it rightPresentation by Dr Nick Fine

© SAS Part of MSLGROUP

Intranets have evolved from service delivery portals to include social networking

© SAS Part of MSLGROUP

INTRANET

© SAS Part of MSLGROUP

SOCIAL

INTRANET

© SAS Part of MSLGROUP

“If you build it, they will come”

© SAS Part of MSLGROUP

“If you build it, they will come”

© SAS Part of MSLGROUP

Project sponsor centric design

Implement solution

How to get it wrong

© SAS Part of MSLGROUP

Intranet = Internal internet

© SAS Part of MSLGROUP

Intranet = Internal internet

© SAS Part of MSLGROUP

Do not assume that people behave the same way on your INTRANET as they do on their INTERNET

…WHY?

© SAS Part of MSLGROUP

Your boss and colleagues are watching

The Hawthorne Effect (Landsberger, 1950)

© SAS Part of MSLGROUP

Work peers are not necessarily friends

“Friends as co-workers: research review and classroom implications”, Zajac and Hartup (1997)

© SAS Part of MSLGROUP

Personal needs are different to work needs

Hierarchy of Needs (Maslow, 1943)

Personal Needs Work Needs

© SAS Part of MSLGROUP

Your company is UNIQUE

© SAS Part of MSLGROUP 15/##

UNDERSTANDYOUR USERS

• Roles• Tasks• Types• Contex

t

=> NEEDS

© SAS Part of MSLGROUP

• Listen to them • Focus groups• Customer panels• User interviews• Feedback and suggestion

devices

© SAS Part of MSLGROUP 17/##

• Observe them• User experience laboratory/observation

lounge• Web analytics

© SAS Part of MSLGROUP 18/##

© SAS Part of MSLGROUP 19/##

© SAS Part of MSLGROUP

User centric design

Implement solution

LEARN

How to get it right

© SAS Part of MSLGROUP

“Your first design may seem like a solution but it is usually just an early definition of the problem you are trying to solve”Luke Wroblewski (2010)

© SAS Part of MSLGROUP

Features of a poor intranet:- Outdated information- Ineffective collaborative

tools- Illogically organised

resources- Poor search function- Additional sign on

credentials- Weird iconography- Gimmicks and widget

overload

Why fail:

- Unclear purpose and objectives

- Unrealistic budget and/or timescales

- Little or no executive support

- Lack of maintenance resource

- Overfocus on work, underfocus on individuals

© SAS Part of MSLGROUP

LIKE = USE

© SAS Part of MSLGROUP

An intranet you’ll actually like?

• Going beyond basic business needs• Giving users space to express themselves• Empowering users to • Work efficiently• Share and collaborate easily• Talk about and their work and interests

© SAS Part of MSLGROUP

SERVICE

SERVICE

SERVICE

SERVICE

SERVICE

USERS SERVICES

USER NEED

USER NEED

USER NEED

USER NEED

USER NEED

INTE

RNAL

COM

MUN

ICAT

ION

© SAS Part of MSLGROUP

USER INTEREST

USER INTEREST

SERVICE

SERVICE

SERVICE

SERVICE

SERVICE

USERS SERVICES

USER NEED

USER NEED

USER NEED

INTE

RNAL

COM

MUN

ICAT

ION

INTERNET

© SAS Part of MSLGROUP

USER INTEREST

USER INTEREST

SERVICE

SERVICE

SERVICE

SERVICE

INTERESTFORUM

USERS

USER NEED

USER NEED

USER NEED

INTE

RNAL

COM

MUN

ICAT

ION

INTERNET SERVICES

SIMPLE COLLABORATION

© SAS Part of MSLGROUP

USER INTEREST

USER INTEREST

SERVICE

SERVICE

SERVICE

INTERESTFORUM

USERS

USER NEED

USER NEED

USER NEED

INTE

RNAL

COM

MUN

ICAT

ION

INTERNET SERVICES

COLLABORATIVETOOLS

COMPLEX COLLABORATION

© SAS Part of MSLGROUP

Next Steps

• Review your analytics (quantitative)• Review intranet site feedback (qualitative)

• Talk to users

• Experiment and iterate

© SAS Part of MSLGROUP

Summary

• Successful intranets are about users and their needs, not the technology

• Understand your users behaviours, needs and motivators

• Engage hearts as well as minds through self expression

• Continuous evolution• Social is a game changer but it needs to fit your

company’s unique footprint

• Getting user experience right is more important now than ever and a user-centric, iterative process is the way