"Setting out to create a joyful intranet experience, the team at Swiss Mobiliar focused on usability and user experience throughout the redesign. The result is a site that lets users find content and company expertise, connect with others, and enjoy a personalized site experience,” said usability expert Jakob Nielsen about the Mobiliar intranet. In his presentation, Björn shows which UCD methods lead to success and should be applied in intranet projects. Presented by Björn Böller, 22 May at Intranätverk 2013.

1. Intranätverk 2013 | 22 maj 2013
Applying User-Centered Design to Intranet Projects
…or how employees can/should be involved
Björn Böller, Project Manager „Re-Launch RedNet“ & Intranet Manager

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photo credit: aikijuanma via photo pin
Björn Böller
Intranet Manager
Swiss Mobiliar Insurance & Pensions
 bjoern.boeller@mobi.ch
 about.me/bjoernboeller
 LinkedIn
 Twitter: @knalleffekt

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Intranet Design Annual 2013
The Year’s 10 Best Intranets
“Setting out to create a joyful intranet experience, the team at Swiss Mobiliar
focused on usability and user experience throughout the redesign. The result is
a site that lets users find content and company expertise, connect with others,
and enjoy a personalized site experience,” said usability expert Jakob Nielsen,
principal of Nielsen Norman Group.
Links:
http://www.nngroup.com/articles/intranet-design/
http://www.nngroup.com/news/item/2013-intranet-design-awards/
Exerpt of the report:
http://media.nngroup.com.s3.amazonaws.com/media/reports/samples/Intranet_Design_Annual_2013_excerpt.pdf

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SWISS MOBILIAR
© Schweizerische Mobiliar Versicherungsgesellschaft AG

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Funny Commercials
Additional commercials: http://www.youtube.com/user/diemobiliar

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Swiss Mobiliar:
key facts at a glance
Swiss Mobiliar
 is structured as a mutual company and is first and foremost obliged to its customers
 is the oldest private insurance company in Switzerland, founded in 1826
 focuses on the Swiss and Liechtenstein markets
 offers a broad selection of modern insurance products, including life policies
 is close to its customers throughout the country thanks to approximately 80 general
agencies and 60 other offices
 settles 9 out of 10 claims locally at general agencies
 lets insured persons participate in the company’s success in the form of bonus
payments
 has a premium volume of CHF 3.2 billion (2011)
 has the highest solvency ratio of all insurance companies operating in Switzerland
 has approximately 1.5 million policyholders
 employs a workforce of around 4,000 employees and 300 trainees.

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REDNET 1.0, 2.0…
© Schweizerische Mobiliar Versicherungsgesellschaft AG

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Why a new RedNet?
 Business
 RedNet shifted from an information platform to a working platform  digital
workplace (old intranet was eight years in use)
 High demand for personalization, individualization and collaboration
 The IA had grown incrementally over time
 Technology
 The entire web infrastructure needed to be replaced. The underlying
technology (CMS and portal software) was at the end of its lifecycle
 We always compared our old RedNet with a used compact car. You can buy
new spare parts, tune the engine, add a new car radio (maybe even with GPS
receiver), but you will never get a modern SUV out of it. 

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Rednet in the past
© Schweizerische Mobiliar Versicherungsgesellschaft AG

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Rednet today
© Schweizerische Mobiliar Versicherungsgesellschaft AG

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USER EXPERIENCE
photo credit: evalottchen via photo pin

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USER EXPERIENCE
User experience encompasses all aspects
of the end-user's interaction with the
company, its services, and its products. The
first requirement for an exemplary user
experience is to meet the exact needs of
the customer, without fuss or bother.
Next comes simplicity and elegance that
produce products that are a joy to own, a joy
to use. True user experience goes far beyond
giving customers what they say they want, or
providing checklist features. In order to
achieve high-quality user experience in a
company's offerings there must be a seamless
merging of the services of multiple
disciplines, including engineering,
marketing, graphical and industrial
design, and interface design.
Source: Nielsen Norman Group “User Experience - Our Definition”
[http://www.nngroup.com/about/userexperience.html]
photo credit: evalottchen via photo pin

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User Experience = Will Do
Source: Human Factors Int.
photo credit: evalottchen via photo pin
Source: Wikipedia [http://de.wikipedia.org/w/index.php?title=Datei:User-
experience.svg&filetimestamp=20100504091840]

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WHICH METHODS LEAD TO
SUCCESS
photo credit: smbuckley23i via photo pin

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Concept work  It‘s all about the user!
 Contextual Inquiries (in combination with Paper-and-Pencil-Prototypes)
Several agencies (with approx. 20 employees)
 Survey with over 300 responses
 Moderated usability/UX tests
 low-Fidelity prototype (with Balsamiq Mockups1):
14 employees (agencies and headquarters)
 high-fidelity prototype (with Axure2):
16 employees (agencies and headquarters)
 Wireframes (with Cacoo3) for specific functionalities (e.g. search)
 Qualitative (group-)interviews
20 employees (agencies and headquarters)
 Information Architecture
Card-Sorting with core team
1 Balsamiq Mockups: http://www.balsamiq.com/products/mockups
2 Axure: http://www.axure.com
3 Cacoo diagrams: https://cacoo.com/lang/de/

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Contextual Inquiry
 Contextual inquiry is basically a structured field interviewing method, based
on a few core principles that differentiate this method from plain, journalistic
interviewing. Contextual inquiry is more a discovery process than an
evaluative process; more like learning than testing.
Source: Hom, J. n.d., Contextual Inquiry http://usability.jameshom.com/index.htm
 Typically, contextual inquiries consist of user interviews and observations but
not in a traditional sense:
“The key differentiator between contextual inquiry and other user research
methods is that contextual inquiry occurs in context. It’s not simply an
interview, and it’s not simply an observation. It involves observing people
performing their tasks and having them talk about what they are doing while
they are doing it.”
Source: Ross, J. 2012, Why Are Contextual Inquiries So Difficult?
http://www.uxmatters.com/mt/archives/2012/06/why-are-contextual-inquiries-sodifficult.php

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Sketches

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Low fidelity prototype / wireframes

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High fidelity prototype

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several iterations
© Schweizerische Mobiliar Versicherungsgesellschaft AG
Iterative process

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photo credit: Vectorportal via photo pin

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Human-centered design is an approach to interactive
systems development that aims to make systems
usable and useful by focusing on the users, their
needs and requirements, and by applying human
factors/ergonomics, and usability knowledge and
techniques. This approach enhances effectiveness
and efficiency, improves human well-being, user
satisfaction, accessibility and sustainability; and
counteracts possible adverse effects of use on human
health, safety and performance.
Source: ISO 2010, International Standard 9241-210: Ergonomics of human–system
interaction — Part 210: Human-centred design for interactive systems
photo credit: baldiri via photo pin
USER-CENTERED DESIGN

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USER-CENTERED DESIGN
According to ISO 9241-210*
*ISO: http://www.iso.org/iso/home.htm / Adaption of the UCD process by
Soultank AG, Zug, Switzerlandphoto credit: baldiri via photo pin

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RedNet: Live demo
© Schweizerische Mobiliar Versicherungsgesellschaft AG

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photo credit: Scott McLeod via photo pin

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