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Shaping the Employee Experience, transforming the Intranet

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Swisscom’s Intranet transformation journey towards an engaging Employee Portal

Main points of the presentation:

– Vision, purpose & journey of Swisscom’s Employee Portal.
– Creating a simple, modern User Experience.
– Make it work for mobile devices.
– Measure progress and establish a continuous improvement process.

Key takeaways:

– Insights on how continuously improve and develop the Intranet in a large organization.
– Good practices about User Experience & SharePoint.
– Hands-on advice, screenshots/live demo on common Intranet/Digital Workplace challenges for large organizations.

Published in: Business

Shaping the Employee Experience, transforming the Intranet

  1. 1. Swisscom's Intranet transformation journey towards an engaging Employee Portal Shaping the Employee Experience, transforming the Intranet Thomas Maeder Digital Leadership Forum 2017, Vienna May 16th 2017
  2. 2. Hello! LinkedIn http://www.linkedin.com/in/maeder XING http://www.xing.com/profile/Thomas_Maeder Twitter @ThomasMaeder Thomas Maeder 2 16.05.2017DigitalLeadershipForum2017,Wien|ThomasMaeder
  3. 3. 16.05.2017 3 DigitalLeadershipForum2017,Wien|ThomasMaeder Vision,purpose&journey Creatingasimple,modernuserexperience Makeit workformobiledevices Measureprogressandestablisha continuousimprovementprocess Agenda
  4. 4. 4 Context The Employee Portal serves all ≈ 19’000 employees of Swisscom in Switzerland, with various job roles, working at ≈ 30 geographic locations and speaking either German, French or Italian ≈ 6’500 information/knowledge workers ≈ 3’500 subject matter experts (legal, finance, human resources etc.) ≈ 6’500 front office/touchpoint workers working in shops, call centers, customer field service ≈ 2’500 managers 16.05.2017DigitalLeadershipForum2017,Wien|ThomasMaeder
  5. 5. 16.05.2017 5 DigitalLeadershipForum2017,Wien|ThomasMaeder Vision, purpose & journey of Swisscom’s Employee Portal
  6. 6. 16.05.2017 6 DigitalLeadershipForum2017,Wien|ThomasMaeder …provide an indispensable digital assistant for the working day… Vision
  7. 7. Purpose  deliver an engaging, state of the art employee communication/news portal
  8. 8. Purpose  strengthen corporate identity, culture and belonging
  9. 9. Purpose  promote corporate-wide dialogue, networking and knowledge exchange
  10. 10. Purpose  provide effortless support for common daily work and collaboration
  11. 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 • … Journey ≈all2yearsamajorrelease,4minorreleasesperyear 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. 16.05.2017 12 DigitalLeadershipForum2017,Wien|ThomasMaeder Creating a simple, modern user experience
  13. 13. 13 News Social Media File Sharing & Collaboration Transactions Information & Knowledge Leisure & Entertainment What's the Internet user experience like? 16.05.2017DigitalLeadershipForum2017,Wien|ThomasMaeder Search & Apps
  14. 14. 14 What's an employee journey like? 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
  15. 15. 15 What's amodern Intranet user experience like? 16.05.2017DigitalLeadershipForum2017,Wien|ThomasMaeder
  16. 16. SwisscomEmployeePortal UserExperienceFramework News Work About us Find, Ask & Discover Notifications share, discuss, learn Repositories APIs Integration
  17. 17. 16.05.2017 17 DigitalLeadershipForum2017,Wien|ThomasMaeder current UX
  18. 18. 18 News News Work About us Find,Ask & Discover Notifications share, discuss, learn Repositories APIs Integration
  19. 19. 16.05.2017 19 DigitalLeadershipForum2017,Wien|ThomasMaeder News
  20. 20. 16.05.2017 20 DigitalLeadershipForum2017,Wien|ThomasMaeder News Article
  21. 21. 21 Work News Work About us Find,Ask & Discover Notifications share, discuss, learn Repositories APIs Integration
  22. 22. 16.05.2017 22 DigitalLeadershipForum2017,Wien|ThomasMaeder Work
  23. 23. 16.05.2017 23 DigitalLeadershipForum2017,Wien|ThomasMaeder Work & SharePoint
  24. 24. 24 About Us News Work About us Find,Ask & Discover Notifications share, discuss, learn Repositories APIs Integration
  25. 25. 16.05.2017 25 DigitalLeadershipForum2017,Wien|ThomasMaeder About Us
  26. 26. 26 Find, Ask & Discover News Work About us Find,Ask & Discover Notifications share, discuss, learn Repositories APIs Integration
  27. 27. 16.05.2017 27 DigitalLeadershipForum2017,Wien|ThomasMaeder Find
  28. 28. 16.05.2017 28 DigitalLeadershipForum2017,Wien|ThomasMaeder Ask & Discover
  29. 29. 16.05.2017 29 DigitalLeadershipForum2017,Wien|ThomasMaeder Make it work for mobile devices
  30. 30. 30 16.05.2017DigitalLeadershipForum2017,Wien|ThomasMaeder
  31. 31. 31
  32. 32. 32 16.05.2017DigitalLeadershipForum2017,Wien|ThomasMaeder
  33. 33. 33 16.05.2017DigitalLeadershipForum2017,Wien|ThomasMaeder
  34. 34. 16.05.2017 34 DigitalLeadershipForum2017,Wien|ThomasMaeder Measure progress and establish a continuous improvement process
  35. 35. 16.05.2017 35 DigitalLeadershipForum2017,Wien|ThomasMaeder Benchmark Tests Surveys Analytics KPIs Success Stories Facts beat opinions.
  36. 36. 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 … 36
  37. 37. Thank you! LinkedIn http://www.linkedin.com/in/maeder XING http://www.xing.com/profile/Thomas_Maeder Twitter @ThomasMaeder Thomas Maeder 37 16.05.2017DigitalLeadershipForum2017,Wien|ThomasMaeder

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