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Transforming the Intranet to shape the digital Employee Experience

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Transforming the Intranet to shape the digital Employee Experience

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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 Intranet & Digital Workplace Conference Brussels, 24.05.2018
  2. 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. 3. 1. Goals,evolutionandlessonslearned 2. Integratingcommunication,collaboration and dailyworksupport(employeeservices) inoneuserexperience 3. Establishcontinuousimprovementand measureprogress 24.05.2018TransformingtheIntranettoshapetheDigitalEmployeeExperience|T.Maeder 3
  4. 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
  5. 5. 24.05.2018 5 TransformingtheIntranettoshapetheDigitalEmployeeExperience|T.Maeder Goals, evolution and lessons learned
  6. 6. 24.05.2018 6 TransformingtheIntranettoshapetheDigitalEmployeeExperience|T.Maeder …provide an indispensable digital assistant for the working day… Vision
  7. 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. 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. 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. 10. 24.05.2018 10 TransformingtheIntranettoshapetheDigitalEmployeeExperience|T.Maeder Integrating communication, collaboration and daily work support (employee services) in one user experience
  11. 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. 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. 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. 14. Swisscom Employee Portal User Experience Framework News Work About us Find, Ask & Discover Notifications share, discuss, learn Repositories APIs Integration 14
  15. 15. Swisscom Employee Portal User Experience Framework News Work About us Find, Ask & Discover Notifications share, discuss, learn 15
  16. 16. 24.05.2018 16 TransformingtheIntranettoshapetheDigitalEmployeeExperience|T.Maeder News/Employee Communications (top-down&dialogue)
  17. 17. 24.05.2018 17 TransformingtheIntranettoshapetheDigitalEmployeeExperience|T.Maeder Blogs (bottom-up&dialogue)
  18. 18. 24.05.2018 18 TransformingtheIntranettoshapetheDigitalEmployeeExperience|T.Maeder Collaborationanddailyworksupport(employeeservices)
  19. 19. 19 Rich Employee Profile
  20. 20. 24.05.2018 20 TransformingtheIntranettoshapetheDigitalEmployeeExperience|T.Maeder Search & Ask
  21. 21. 24.05.2018 21 TransformingtheIntranettoshapetheDigitalEmployeeExperience|T.Maeder Responsive UX/UI
  22. 22. 24.05.2018 22 TransformingtheIntranettoshapetheDigitalEmployeeExperience|T.Maeder Establish continuous improvement and measure progress
  23. 23. Howtokeepthingsgoing? VisionVision Purpose/GoalsPurpose/Goals RoadmapRoadmap imagine…imagine… focus…focus… deliver…deliver… ++ ++
  24. 24. 24 TransformingtheIntranettoshapetheDigitalEmployeeExperience|T.Maeder24.05.2018 Continuous, agile improvement
  25. 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. 26. Facts beat opinions 26
  27. 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. 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. 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

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