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Listen to your Users. Building an Intranet with User Centered Design at Novartis

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How do you decide what features and content make it on your new Intranet? Too often these decisions can get made in a meeting room full of Intranet business owners who want their stuff to be front and center. Other times these decisions might be made by an Intranet development team and perfectly suit their needs but no one else’s.

In our opinion doing anything without a very significant involvement of real users is a risky proposition.

In this session we’ll discuss:
- What User Centered Design is
- How to structure an Intranet design project with significant user engagement built-in
- Steering the steering committee with good user research
- How to get the most out of your user interactions through quality workshops and feedback sessions
- Translating research into design
- Turning users into evangelists for your project

This session is a case study where all concepts are illustrated through examples from a recently completed Intranet redesign at Novartis.

Published in: Design
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Listen to your Users. Building an Intranet with User Centered Design at Novartis

  1. 1. Marek Nowakowski, Sr. UX Researcher/Designer Novartis Institutes for BioMedical Research Listen to your Users: Building an Intranet with “User Centered Design”
  2. 2. Novartis is a world-leading healthcare company 2 | Novartis company presentation | March 2015 | Business Use Only 2014 USD billion Net sales: 58.0 Net income: 10.3 R&D investment: 9.9 Key figures Leading market position One of 25 largest companies by market capitalization Among most respected companies globally Sales by region 2014 Canada/ Latin America US EuropeAsia/Africa/ Australasia 37% 32% 21% 10%
  3. 3. Novartis Institutes for BioMedical Research (NIBR) A global network of more than 6,000 scientists, physicians, and business professionals. United States • Cambridge, MA • East Hanover, NJ • Emeryville, CA • La Jolla, CA (GNF) Europe • Basel/Zurich, Switzerland • Siena, Italy (NVGH) Asia • Shanghai, China • Singapore (NITD)
  4. 4. How do I fit In
  5. 5. CONTENT  What is “User Centered Design”  Intranet Redesign Project  Research  Design  Measure
  6. 6. Why should you get users involved
  7. 7. Why you need to do User Research properly
  8. 8. What can go wrong?
  9. 9. About NIBR Intranet  Built on Sharepoint 2010  Functional owner – Communications  Platform Owner – IT  Last Major Redesign - 2010
  10. 10. Project History
  11. 11. About Our Users
  12. 12. NIBR Intranet Redesign Project  Make a Plan  Research • Stakeholder Interviews • Secondary Research • Establish User Group • User Workshops • Research Summary Report  Design • Wireframes • Mock Ups • Information Architecture
  13. 13. Make a Plan
  14. 14. RESEARCH
  15. 15. Stakeholder Interviews  13 Stakeholders  60 minute Interviews – recorded w permission  Standardized Interview Guide • Current State • Future State • What is Success • Obstacles to Success • Overcoming Obstacles
  16. 16. Stakeholder research highlights  Current State: • The default page gets skipped most of the time • Users don’t really need to go there • Design is dated and inconsistent • There is too much content and it’s not targeted to the users so most of it is not relevant • It’s impossible to use on your mobile device • Doesn’t encourage collaboration or employee engagement • Concerns about speed and performance  Future State • Personalization/Customization • Exchange platform • (My) Gateway to NIBR • Lean state-of-the-art design
  17. 17. Stakeholder research highlights cont.  Ensuring Success • Ensure that there is heavy user involvement throughout the whole project, including user tests and user feedback sessions • Pilot new features as early and as much as possible and constantly gather feedback • Keep the user community engaged, let them know what we’re doing, why, and how it will benefit them • Start communicating early • Focus on important features - don’t throw in features just because you can
  18. 18. | NIBR External Presentation | April 2013 | OAK: 10138 | Business Use Only21 YES!!!! Stakeholders Want User Engagement
  19. 19. Secondary Research
  20. 20. User Workshops
  21. 21. What do I like and dislike about the current Intranet  Object of Exercise • Define what NIBR users like and dislike the existing Intranet  Materials: • Post-It Notes • Marker  Time: 10 minutes plus discussion  How To • On Post-it notes write down at least 5 different things you like and dislike. Pin the notes on board.
  22. 22. | Presentation Title | Presenter Name | Date | Subject | Business Use Only25
  23. 23. What do I want from the Intranet 26  Object of Exercise • Define what NIBR users want from the Intranet  Materials: • Post-It Notes • Marker  Time: 10 minutes plus discussion  How To • On Post-it notes write down at least 10 different things you want to find on the Intranet. Pin the notes on board.
  24. 24. | Presentation Title | Presenter Name | Date | Subject | Business Use Only27
  25. 25. Value Mapping  Object of Exercise • Find out which content is most important  Materials: • stickers  Time: 10 minutes plus discussion  How To • Each participant will receive a number of stickers from the facilitator. Apply stickers to the most important content from previous exercise.
  26. 26. | Presentation Title | Presenter Name | Date | Subject | Business Use Only29
  27. 27. Magic Wand  Object of Exercise • Generate ideas for Intranet Home Page  Materials: • Cards, paper, tape, markers  Time: 45 minutes plus discussion  How To • Participants will be broken into groups. Each group will design a Home Page for the new NIBR Intranet.
  28. 28. | NIBR External Presentation | April 2013 | OAK: 10138 | Business Use Only31
  29. 29. Research Summary Report  Stakeholder Research  User Research  Secondary Research
  30. 30. Key Research Findings  Personalization is key • Basic • Crowd sourced • Activity based • User selected  News overload  Content can be hard to find  To search or not to search  People search works but can be better  Busy layout and dated design
  31. 31. | NIBR External Presentation | April 2013 | OAK: 10138 | Business Use Only35 Steer the Project • Have a solid plan • Involve them early • Understand what they need • Share research findings early • Make findings clear and simple • Use research for all design decisions • User needs always get the last word
  32. 32. DESIGN
  33. 33. Design  Start with low-fidelity and focus on functionality  Always informed by research  Users still very much involved  Continually solicit feedback and test  Multiple iteration based on feedback from users, project team, stakeholders  Create high-fidelity designs when basic functionality and interactions have been defined
  34. 34. | NIBR External Presentation | April 2013 | OAK: 10138 | Business Use Only39
  35. 35. | NIBR External Presentation | April 2013 | OAK: 10138 | Business Use Only40
  36. 36. | NIBR External Presentation | April 2013 | OAK: 10138 | Business Use Only41
  37. 37. | NIBR External Presentation | April 2013 | OAK: 10138 | Business Use Only42
  38. 38. Defining Information Architecture
  39. 39. Information Architecture
  40. 40. | NIBR External Presentation | April 2013 | OAK: 10138 | Business Use Only46
  41. 41. | NIBR External Presentation | April 2013 | OAK: 10138 | Business Use Only47
  42. 42. | NIBR External Presentation | April 2013 | OAK: 10138 | Business Use Only48
  43. 43. | NIBR External Presentation | April 2013 | OAK: 10138 | Business Use Only49
  44. 44. Let users play with it to find out what works and what doesn’t
  45. 45. Run a Beta | NIBR External Presentation | April 2013 | OAK: 10138 | Business Use Only51  Get feedback from a larger user group  Introduce users to the new site  Find bugs  Have enough time to address biggest found issues
  46. 46. | NIBR External Presentation | April 2013 | OAK: 10138 | Business Use Only52
  47. 47. Take Home Message  Have a solid research plan • Current state • Future state  Establish a good relationship with stakeholders and a user group • Involvement • Information  Research fuels design  Be transparent  Feedback loop never ends
  48. 48. THANK YOU! Please contact me at marek.nowakowski@novartis.com  If you have questions  If you have feedback  If you want to be BFFs

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