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Transforming the Intranet to shape the digital Employee Experience

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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.

Published in: Business
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Transforming the Intranet to shape the digital Employee Experience

  1. 1. Transforming the Intranet to shape the digital Employee Experience Thomas Maeder Step Two, Intranets 2017, Sydney June 1st, 2017
  2. 2. 2 Hello! LinkedIn http://www.linkedin.com/in/maeder XING http://www.xing.com/profile/Thomas_Maeder Twitter @ThomasMaeder Thomas Maeder
  3. 3. 01.06.2017 3 StepTwo,Intranets2017,Sydney|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
  5. 5. 01.06.2017 5 StepTwo,Intranets2017,Sydney|ThomasMaeder Vision, purpose & journey of Swisscom’s Employee Portal
  6. 6. 01.06.2017 6 StepTwo,Intranets2017,Sydney|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. 2018 Employee Portal 5.0 2019 2020 Outlook 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"
  13. 13. 01.06.2017 13 StepTwo,Intranets2017,Sydney|ThomasMaeder Creating a simple, modern user experience
  14. 14. 14 Digital Employee Experience?
  15. 15. 15 What's the Internet user experience like? News Social Media File Sharing & Collaboration Transactions Information & Knowledge Leisure & Entertainment Search & Apps
  16. 16. 16 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
  17. 17. 17 What's amodern Intranet user experience like?
  18. 18. SwisscomEmployeePortal UserExperienceFramework News Work About us Find, Ask & Discover Notifications share, discuss, learn Repositories APIs Integration
  19. 19. SwisscomEmployeePortal UserExperienceFramework Employee Portal APIs Profiles Search Activities Content Metadata … News Work About us Find,Ask & Discover Notifications share, discuss, learn Repositories APIs Integration
  20. 20. 01.06.2017 20 StepTwo,Intranets2017,Sydney|ThomasMaeder current UX
  21. 21. 21 News News Work About us Find,Ask & Discover Notifications share, discuss, learn Repositories APIs Integration
  22. 22. 22 Work News Work About us Find,Ask & Discover Notifications share, discuss, learn Repositories APIs Integration
  23. 23. 23 About Us News Work About us Find,Ask & Discover Notifications share, discuss, learn Repositories APIs Integration
  24. 24. 24 Find, Ask & Discover News Work About us Find,Ask & Discover Notifications share, discuss, learn Repositories APIs Integration
  25. 25. 01.06.2017 25 StepTwo,Intranets2017,Sydney|ThomasMaeder Make it work for mobile devices
  26. 26. 26
  27. 27. 27
  28. 28. 28
  29. 29. 29
  30. 30. 30
  31. 31. 01.06.2017 31 StepTwo,Intranets2017,Sydney|ThomasMaeder Measure progress and establish a continuous improvement process
  32. 32. 01.06.2017 32 StepTwo,Intranets2017,Sydney|ThomasMaeder Benchmark Tests Surveys Analytics KPIs Success Stories Facts beat opinions.
  33. 33. 33 Helpful KPIs - make your choice. #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
  34. 34. 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 … 34
  35. 35. 35 Thank you! LinkedIn http://www.linkedin.com/in/maeder XING http://www.xing.com/profile/Thomas_Maeder Twitter @ThomasMaeder Thomas Maeder

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