在过去的20年里,我分析了hundreds of teams that have created great intranets。我已经了解到,成功的Intranet-Redesign项目在素描,特征选择或编码之前开始良好。实际上,您可以通过遵循本文中的步骤来使重新设计过程有效,平滑和用户居中。由于每个组织都有自己的文化,需求和挑战,因此使用这些步骤作为指导,并寻求以在您的环境中工作的方式修改它们的方法。

伟大的Intranet-Redesign过程的第一阶段为新设计奠定了基础。这个初始阶段涉及组装内联网团队,研究用户需求和发现改进机会,在重新设计项目的共同愿景下解决,并确保资源。

Team

  1. Appoint a leader
  2. 组建内部网团队

发现和现状

  1. Identify the catalyst for the intranet redesign
  2. 审查,计划和用户研究
  3. 规划组织的数字生态系统

Vision and alignment

  1. Involve stakeholders
  2. Align with leaders and stakeholders on the intranet’s vision

建立资源

  1. 分配资源
  2. 为Intranet团队创建以用户为中心的伪影定期使用。
  3. Do system and operations-related planning
  4. Advertise the idea early on

Team

1.指定领导者

Appoint a leader for the redesign. While many people can beinvested在内部网中,如果没有人in chargeit’s easy to think that someone else is getting the job done. An official leader will avoid the diffusion of responsibility.

The leader is responsible for distilling many perspectives from upper management and stakeholders from around the organization, making the most of tools in the digital workplace and keeping the team focused.

The intranet leader will:

  • 负责创建项目愿景并帮助团队维护它
  • 团结和激励团队成员
  • Keep leadership and stakeholders involved and supportive
  • 在分心和政治之后,在需要时进行最终决定
  • Take a wholistic view of employee roles across the organization, user tasks, business needs, digital tools, and how to make the intranet most effective

新闻,公告,活动,福利,政策和系统援助通常是内联网的大部分。因此,大多数内联网拥有并由公司通信,它,人力资源或这些组合引导,这是有道理的。不太常见,内联网由Web团队或特殊的Intranet或数字工作场所团队拥有。

2组建内部网团队

收集初始团队通常以三种方式之一发生:

  • The team is already in placefrom the previous design, and those people are slated to be on the team for the redesign. It’s great to have some headcount secured from the start, and, because the team has worked on an intranet before, it already has some insights about intranet design.
  • 有人雇了个中介to do most of the design and all or some of the coding. Agencies can bring intranet-design experience plus an outside perspective that invigorates the intranet team and helps it navigate the design process. They are especially great to fill gaps in skills needed only temporarily in the intranet-design process.

80% of the winners in our 10 most recent企业内部网设计年度竞赛聘请外部机构与他们合作重新设计内部网。分配给每个机构的工作量各不相同。在某些情况下,该机构几乎没有做什么工作,例如只做了以下工作之一:敏捷指导、构思、旅程地图创建、原型设计、视觉设计、协助IA或搜索、系统编码。在其他情况下,这些机构从A到Z创建了内部网。

Note that working in Lean or Agile means that teams must plan their partnerships with outside agencies to extend beyond the main intranet release to also include future smaller iterations. In other words, the partnership doesn’t end at the big launch. This type of process may mean that you will need to find additional budget to retain an agency. It also creates opportunities for a long-term partnership with an agency that can truly learn the company’s business. (Or, if a partnership was not a good fit, teams can try out new agencies on less intense, smaller releases.)

  • Leaders assemble an internal team to match their needs. 通过这种方法,确定重新设计所需的技能,然后从组织内部或外部组建团队,以满足项目需求。让内部员工在intranet上工作的一个好处是,一旦发布,他们将能够维护intranet,并且他们将继续投资于项目。但是,定义所需的技能可能很困难,尤其是在项目开始时。

Gathering the full intranet team can take some time and may not be completed in early stages of the redesign. Gather a small ‘starter team’ with core skills such as IA, search, content strategy, UX strategy, interaction design, service design, programming, user research, workshop facilitation, and promoting and marketing the intranet.

现务状况

三。确定内部网重新设计的催化剂

为了帮助您预测工作将容易或导致摩擦的地方,首先确定Intranet-Redesign项目的原因。我遇到的常见催化剂包括:

  • Mergers and acquisitions
  • 组织转型,如更新的战略愿景或产品变更
  • 组织或其产品和服务的更名
  • 更新/退休的工具(s)的内部net is built on or a new technology that the organization wants to adopt
  • User complaints or usability issues
  • 领导层为了更好地传达信息或支持员工而改变内部网的决定

No matter what the reason for the redesign, all organizations need to complete certain steps for the redesign to be helpful and successful. The catalyst for the redesign can make the steps in the process harder or easier.

4. Review, Plan, and Do User Research

审查用户研究结果,计划新的研究,并进行新的研究。另外,选择您将使用的指标跟踪improvements and decide on how to collect the needed information.

查看现有的研究结果。研究应告知新设计的目标(在设计创建或永不之后)。在规划过程的早期看待发现。

无论你有丰富的用户研究还是很少的反馈,首先回顾一下你已经知道的关于现有内部网的有用性、有效性、效率和可用性的知识,以及它是如何与其他内部系统协同工作的。分析已经收集到的用户反馈,看看哪里存在研究差距。然后进行必要的研究。

Some of the information that is useful early in the intranet-planning phases includes:

  • Job roles at the organization and their relationships to the core business
  • Tasks associated with those roles, as they relate to the organization’s objectives (as in服务设计)
  • How those tasks are done today (with the current systems)
  • 目前系统如何为员工和组织提供服务
  • 为什么系统运行良好
  • Where opportunities lie for the intranet to support better employee productivity, communication, and motivation
如果您现有的研究没有涵盖员工当前的活动和需求,请运行其他研究,如发现研究,以确定改进的机会。另外,进行研究评估您现有的内联网的易用性以及它为什么起作用或不起作用。

在Intranet项目早期可能影响的一些研究方法包括:

一种。上文查询与员工
b.访谈用户
C。任务分析对于特定的管理任务和作业函数
d.定性用户测试当前系统
e。通过内联网接收的反馈和常规需要援助的主题的分析
F。地点analytics,用于调查目的

测量您当前的内部网,以便稍后将其与重新设计进行比较并评估改进。

To基准考虑使用这些方法的当前Intranet和数字工作场所系统的有效性和易用性:

一种。quantitative user tests最重要的任务
b.民意调查从用户量化的反馈,量化井,什么都没有,以及他们想要的东西
C。地点analytics,用于问题 - 识别目的
d. support calls (number of calls and topics that people need help with)
e。在line help requests (how many and about which topics)

5. Map Out the Organization’s Digital Ecosystem

Begin the redesign process by first figuring out what you have now and which tools your employees are using. Start with an inventory of internal systems, such as thenumber of intranets and extranets that exist, which其他工具people are using effectively or ineffectively, which devices people are using (and which they might use in the future).

This inventory will help the intranet team understand the opportunities for the new intranet and also which tools to keep, change, merge, or replace in the redesign.

Vision and Alignment

6.涉及利益攸关方

在任何设计项目中,重要的是涉及和engage stakeholders,他们可能是您的内部开发团队、领导层或聘用您的客户。在设计过程的早期将内部网利益相关者包括进来的主要目的是在远景和目标上保持一致,并在资源分配和项目时间安排方面获得一致和支持。

要确定内部网的利益相关者,请将利益相关者视为通过贡献和支持项目,可以极大地影响项目成功的任何人,或者,如果不参与项目,可以极大地伤害项目成功的任何人。

考虑一些可能参与内部网重新设计的不同类型的利益相关者,他们都有不同的目标和影响:

  • High-power影响与Intranet所需的时间,金钱(预算),资源和工具有关的许多决定的人
  • Representatives负责用户组(例如,他们管理或支持的团队或角色)
  • 拥有者负责内联网上的某个部分、功能或内容
  • Individual userswho are responsible for their own corporate wellbeing and job

Ensure that stakeholders feel heard. Listen to stakeholders and learn about their needs and of those whom they represent. But, do not interpret everything the stakeholders state about their constituents as fact, as most are a step removed from the users. Like a senator represents the citizens of a state, stakeholders represent their group and have a vested interest in responding to its needs. But they won’t always have an accurate picture of those needs. To offset this possible issue, always complement stakeholders’ assertions about users with your own direct research.

用箭头将人员绘图从“内部网团队”粘贴到“干系人”和“用户”
Information about user needs should come from both stakeholders and users.

7在内部网愿景上与利益相关者保持一致

The intranet should help employees meet organizational goals. Getting leaders to state the goals and agree upon the intranet vision will help the team prioritize work. It will also influence which resources leadership will commit to the intranet. To align stakeholders, learn about the business from the organization’s leadership and talk to leaders and other stakeholders around the organization about the vision.

一旦愿景决定,寻找机会,早期整个组织社交的理念。既然人一样change averse, get them used to the idea of a redesign. This approach can build excitement, helps stakeholders to sell the result to their teams, and makes it easier to recruit employees to participate in user research. Some ideas for advertising across the organization include:

  • 利益相关者可以用来将设计目标传达给他们的团队的套件
  • 新设计计划的视频
  • 为内联网可能的名字收集意见的竞赛
  • an “own the page” marathon during which people claim content on the intranet, to help with the initial content auditing

Setting Up Resources

8.分配资源

在讨论了intranet远景和涉众对intranet的目标之后,现在是获取资源的时候了。在这一点上,负责有限资源的人需要就如何分配资源达成一致意见,以实现这一愿景。要考虑的主要资源通常包括时间、人员和技术。

If previously you assembled only the intranet starter team, put the full team together now.

In some cases, the budget, tools, and people resources are allocated before the intranet vision is created. If that’s the case, take those resources into account as you create a vision, so it can be realistic given the landscape.

9.为Intranet团队创建以用户为中心的工件定期使用

Many Intranet team members often work only part time on the intranet. Information that allows these people to quickly reestablish context, likeuser stories或者Agile backlog,对那些参与多个项目的人非常有帮助。

这些以用户为中心的工件可以:

  • keep the intranet team focused on the right user needs
  • 帮助它做出明智的设计权衡
  • 通过关注用户,引导他们适当地确定工作的优先级

一些常用的用户居工法是:

一种。Current-state and future-statejourney maps
b.Personas
C。顶部tasks
d. Current-state and future-stateservice blueprints
e。乔布斯待完成

为了鼓励使用,在他们的创建中包括团队,打印并在团队空间中发布它们 - 既有物理和在线,都会引用他们并鼓励其他人这样做,并将其作为设计评论的指南。

10.做系统和运营相关的规划

There’s much to do related to project planning. Top areas to decide on at this phase are:

  • Technology and tools. Consider in-house skills, command over languages, maintenance, updates, legacy systems that need to be supported or should be replaced, and vendor contracts.
  • 发展过程。什么是在房子里(敏捷,精益UX或瀑布)?您有哪些技能和系统或需要以支持此过程?您可以使用哪种工具来沟通和跟踪团队的计划,工作和进度?您将如何安排和计划在整个设计过程中包含用户研究和迭代设计(用户测试和更改设计以响应调查结果)?

Plan for a设计系统, which often includes brand guidelines, content guidelines, UI guidelines, a UI-pattern library, and code for each UI pattern. The benefit of having an intranet design system are many — from making the intranet team’s job faster and easier to promoting better designs and encouraging一致性在数字工作场所。

11. Look for Opportunities to Advertise Early

由于人们变得厌恶,因此让他们习惯了一个新的内联网的想法很重要。这种方法可以建立兴奋,有助于利益相关者向他们的团队销售结果,并使招聘员工更容易参加用户研究。

一旦愿景决定,在整个组织上宣传它。一些想法包括:

  • 利益相关者可以用来将设计目标传达给他们的团队的套件
  • 新设计计划的视频
  • 为内联网可能的名字收集意见的竞赛
  • an “own the page” marathon during which people claim content on the intranet, to help with the initial content auditing

结论

本文讨论了与用户以用户为中心的Intranet-Redesign项目相关的早期工作,请在您的团队开始内容规划,草图,移动像素或编写代码之前。后续阶段涵盖活动:

  • 设计和研究
  • 发射,推广和培训
  • 衡量,维护和改进

在这些活动发生之前,需要进行大量的外展、沟通和外交活动,以使重新设计获得成功和影响。这个项目需要许多人的帮助、投入和支持,但通常只有一个领导者推动这个过程。

Intranet teams and leaders: try not to feel overwhelmed as you embark on your redesign. Use this guide to help you choose where to begin and make progress. Know that planning steps like the ones described in this article have been used many times before to create great intranets, and you can do it too.