IMPROVING KNOWLEDGE MANAGEMENT
Propose implementable solution which stores knowledge in one place, allowing for more streamlined access to company wide information
The robotic startup I worked for over the summer experiences significant challenges with its intranet system, primarily due to the scattered nature of documentation and a lack of centralized information storage. Currently, employees utilize a variety of platforms such as Google Docs and Outline to document and store important information, including HR details. However, this information is not consolidated in a single, accessible location, leading to a highly unreliable intranet system.
When employees need specific information, particularly HR-related, they find the intranet ineffective as it is seldom updated and poorly organized. This confusion forces employees to depend excessively on each other or place undue pressure on HR and office management staff, who are also often unsure where to find the required information. This situation results in a substantial communication breakdown, creating inefficiencies in information sharing and overall internal communication.
As a Product UX/UI Intern, I collaborated cross-functionally with HR and the Product Management teams to understand more about the information breakdown and what would the "ideal" solution would be in a company where information is constantly changing. I conducted user interviews, ran design sprints with small focus groups, participated in sprint reviews, and proposed wireframes that could be implemented temporarily until company management made a decision.
MY ROLE
User Research
UX/UI Design
Product Management
the problem
the solution
RESEARCH
user interviews
understanding intranets
FIRST GENERATION
TEAM MEMBERS
Me
Blake Dy (Manager)
Jordan Rothe (Mentor)
Diane Prins Sheldahl (HR Stakeholder)
Emilie Peck (Mentor)
"Confluence is like using Craigslist to bake a cake... All the parts are there, but what you're expecting to find may be VERY different from the reality"
First-generation intranets were primarily designed for document storage and sharing. Their main purpose was to centralize access to important documents and resources. However, they often provided a static and non-engaging user experience, as they lacked interactive features and dynamic content.
DESIGN PROCESS
journey mapping
information architecture
WIREFRAMING
REFLECTION
TOOLS USED
User Interviews
Design Sprints
Project Management
Figma
Confluence
Whimsical
Miro
"People treat their managers and the HR team like Google when they can't find something.... I'm in the same boat as them, so how am I expected to find them what they're looking for when I can barely find what I am looking for"
TIMELINE
May 13 - August 30, 2024
The organization's intranet system suffers from severe fragmentation, with essential information scattered across various platforms like Google Docs and Outline, leading to an unreliable and seldom updated resource for critical HR information. This disorganization forces employees to overly rely on HR and office management for assistance, causing significant communication breakdowns and operational inefficiencies within the company.
The solution for Dexterity's intranet challenges involves developing a unified platform that consolidates all essential information into a single, easily accessible location with consistent updates. This redesigned intranet will feature a user-friendly interface and enhanced search capabilities to ensure employees can quickly find accurate and up-to-date information, reducing the current overreliance on HR and office management for assistance.
In addressing the intranet issues at Dexterity, my design process began with a series of user interviews to deeply understand the scope and impact of the existing problems. These interviews were crucial in identifying how the inefficiencies of the current system affected day-to-day operations and employee productivity across the company. By engaging directly with the end-users — the employees — I aimed to uncover the root causes of the frustrations and information bottlenecks.
Attractive
"We have probably changed softwares three times and absolutely NO one at the company was notified.... You would think that the company would care enough to notify us about important changes like that so we wouldn't make mistakes right?"
Researching intranets was essential to understand the latest trends and best practices essential for redesigning Dexterity’s system. This step provided insights into common challenges and effective strategies, informing the creation of an intranet that not only addresses current issues but also supports future growth. By examining successful intranets, I ensured that the redesign would be user-focused and integrated with modern digital workplace tools, aligning with contemporary needs for enhanced collaboration and communication.
SECOND GENERATION
Second-generation intranets sought to replicate the social features of platforms like Facebook within the enterprise, introducing tools such as activity streams,status updates, and collaborative spaces. However, this approach largely failed because the focus on entertaining and engaging employees with social tools did not align with their primary need for quick and efficient access to information and resources.
Indifferent
THIRD GENERATION
Modern third-generation intranets adopt a user-centered approach, prioritizing communication and collaboration. They recognize that employees often seek assistance from colleagues rather than relying solely on documents and policies. These intranets embody an organization’s culture by emphasizing effective communication, curating targeted content, and providing tailored information to meet the specific needs of users.
I conducted journey mapping to delve deeply into the current ways employees at Dexterity use the intranet and to identify barriers that deter others from using it effectively. This process helped outline the typical paths employees take to seek information and the stumbling blocks they encounter along the way. By visually mapping these user interactions, I was able to pinpoint inefficiencies, redundant steps, and gaps in the existing system.
disney creative sprint
DREAMER PHASE
After completing the journey mapping, I conducted a Disney Creative Strategy sprint exercise with a small focus group to build on the insights gathered and encourage innovative thinking for the intranet redesign. This strategy, inspired by Walt Disney's approach to creative thinking, involves exploring ideas through three distinct lenses: the Dreamer, the Realist, and the Critic. By engaging a focus group in this exercise, we tapped into diverse perspectives, allowing participants to ideate without constraints, evaluate the practical aspects of their ideas, and then critically assess their feasibility. This structured yet creative approach not only fostered out-of-the-box thinking but also ensured that the resulting ideas were both visionary and actionable. The exercise was pivotal in translating the user journey insights into tangible design solutions that could realistically be implemented to enhance the intranet’s functionality and user engagement.
REALIST PHASE
Performance
Must-Be
Creating an Information Architecture (IA) before wireframing was crucial due to the specific challenges of the existing system’s disorganization and usability issues. Establishing an IA allowed me to strategically organize the vast amount of information into a logical structure that would support intuitive navigation and access for all users. This step was essential in ensuring that the redesigned intranet would effectively address the identified pain points, such as information retrieval difficulties and the overwhelming reliance on HR for assistance.
The wireframes served as a tangible representation of what the redesigned intranet could look like, providing a visual roadmap and setting clear expectations for the project's direction. Although the process did not extend to final designs, these initial wireframes were crucial for demonstrating potential improvements and facilitating discussions on the future of the intranet. By presenting these wireframes, I aimed to align stakeholder vision and secure buy-in for moving forward with the proposed enhancements.
Reflecting on the Dexterity intranet redesign project, I was reminded of the profound influence of Disney Imagineering on my approach to design—focusing not just on the functionality of a platform, but on how people feel when interacting with it. This project deepened my appreciation for the importance of diving deep into user experience from the outset. Engaging extensively with users through interviews and direct observation was crucial; it allowed me to capture the emotional and practical aspects of their experiences with the current system. This empathetic approach guided every stage of the design process, from Information Architecture to wireframing, ensuring that the solutions were not only effective but also resonated on a personal level with the users.