This document summarizes Christina Chung's work conducting user experience research for the migration of an organization's intranet content to a new SharePoint platform. She assessed all existing content for accuracy and relevance, interviewed and surveyed users to understand how they used the old intranet, conducted card sorting and testing to help define the new information architecture, and created personas based on her findings. Her research informed the design of the new department intranet site with a simplified navigation and content organized strategically for different user groups.

1. UX Research Portfolio
Intranet Content Migration
CHRISTINA M. CHUNG || www.cmchung.com

2. http://www.cmchung.com 1
This was an
independent UX
task within a larger
Microsoft
SharePoint 2013
deployment
project.
Metrolinx was deploying SharePoint
2013 as their new intranet platform and
as an Intranet Content Coordinator, I
was to populate their Community site.
I would do this by migrating content
from the old intranet. However, not all
content was to be migrated as each
content piece had to be assessed for its
accuracy and relevancy to users.

3. http://www.cmchung.com 2
old intranet architecture
Lvl 2 nav
Customer Contact Homepage
Customer Contact Resources
Lvl 2 nav Lvl 2 navLvl 2 nav
Image
Other Department and External Resources
Lvl 2 nav Lvl 2 nav Lvl 2 nav

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Too many links
(do users use it?)
Center image
(required for users?)
To migrate content successfully, I was
mindful of 3 important components…

5. http://www.cmchung.com 4
BUSINESS OBJECTIVE
• Populate Community site with audited content
• Build new IA under SP structureContent
• Improve overall experience between users-SP
and user-user for enhanced communication,
interaction, and SP workflows establishment
Experience
• Ensure intuitive navigation to make it easy for
users to retrieve info (3-click rule) and
encourage user adoption
Users

6. Determine what
and how to test
Schedule who
and where to test
users
Decide how to
recruit users
http://www.cmchung.com 5
User Testing Plan
I became familiar
with the intranet by
exploring links for
preliminary content
audit. I chose
research methods
based on
objectives.
I asked users for
their availabilities
and booked
meetings.
I recruited users
by referral
sampling from
management.

7. Card sorting
(open)
Surveys
http://www.cmchung.com 6
Interviews
(Semi-structured,
contextual)
Focus groups
User Research Methods

8. interviews
http://www.cmchung.com 7
Semi-structured and contextual interviews were
conducted to become familiar with users in their
natural environment. Specifically, I observed how
users interact with each other and the old intranet.
This research help me to understand how the old
intranet is used and make risk assessments for the
launch of SharePoint since my biggest concern was how
users would adopt the new platform.

9. http://www.cmchung.com 8
surveys
I designed a survey and distributed it via e-mail to
gather responses from a larger sample. Question
formats included dichotomous questions, multiple
choice, and open-ended. I asked questions about
users’ backgrounds and intranet content use.
Responses helped me to learn about the variety of
users by analyzing patterns in their intranet content use
with respect to their role in the company.

10. http://www.cmchung.com 9
focus groups
I arranged a focus group with users to find out their
opinion of the old intranet. I asked questions
regarding specific content, the content organization
they’d like to see, and the interaction they’d like to
achieve on the refreshed intranet.
This focus group was used to assess users’ feelings and opinions
about the old intranet and SP. Bringing users together could help me
understand issues and concerns they face as a whole department.

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card sorting
I asked users to create group names for content and
sort content into those groups to help determine the
best IA for the new intranet. Instead of using cards, I
met with users individually and asked them to sort on
the computer for record-keeping.
This method gave me insight about the users’
ideal navigation structure to improve usability
and experience for the new intranet.

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Persona
Customer’s 1st point
of contact
The problem solver
The movement
tracker
Job title
Customer Contact
Representative
Customer Service
Representative
Customer Service
Coordinator
Demographics
• average exp: 4-7
years
• 1-3 years** • 8-12 years**
Tasks & goals
• answer customer
calls; seeks to
obtain important
info quickly
• reach out to
customers; seeks to
have important info
available/visible
• no direct contact
with customers;
seeks to locate info
intuitively
Quote
“The next train
comes at 10:06pm.”
“$10 has been
refunded on your
PRESTO.”
“There’s a 10 min.
delay on the Milton
line.”
**intranet experience is more because user may be promoted from previous job title

13. http://www.cmchung.com 12
With my ongoing findings, I communicated with IT to submit
requirements for the department’s new intranet design.
Using IT’s prototypes, I made lo-fi wireframes to communicate
my findings in regards to content and IA.

14. http://www.cmchung.com 13
some other user
research findings…
There are 3 levels of major users: User X, Y, and Z. User X can become Y, then
become Z with experience.
I found that the more experience the user had, the more intranet content they used.
Therefore, User Y and Z were more likely to use intranet content than User X. Users
were also looking to find content quickly due to their nature of their responsibilities in
the Customer Contact Centre.
Intranet content had to be strategically organized because (1) to reduce the amount
of time users spend looking for specific intranet content when they need it; (2) it’s a
shared community among 3 levels of users.

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SP department intranet architecture
Links
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Customer Contact Centre
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lvl 2 navs significantly reduced from 30
Image removed;
populated with content only

16. cmchung@live.ca
@christinamchung
http://www.cmchung.com
15
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