How to make your intranet relevant for all employees
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This document summarizes key insights from interviews and surveys conducted to understand different employee groups' needs and priorities for an intranet. It identifies common tasks, information needs, and digital tools for different segments including receptionists, security guards, desk workers, nurses, doctors, managers, and teachers. Personas are also created based on the research to represent specific user types like Mieke Haagen, a 58-year-old Dutch teacher who lives alone in social housing. The research aims to develop a deep qualitative and quantitative understanding of what employees want and need from an intranet in order to make it relevant for all.
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How to make your intranet relevant for all employees
- 1. One size does not fit all #valueconf19 @Lustigson How to make your intranet relevant for all employees
- 2. #valueconf19 @Lustigson Com m s H R IT Facilities Employee Organisation Technology Physical Strategy Business divisions Partner organisations
- 3. Part of a good intranet/digital workplace strategy, is knowing your employees, and their needs, and work context. #valueconf19 @Lustigson
- 4. 1. Reception, helpdesk, telephone operator 2. Security, catering, facilities 3. Desk worker, e.g. HR, procurement, finance 4. Field staff, e.g. account management, shop, restaurant staff 5. Policy advisors, project managers 6. Team leads, heads of department 7. Management team, board of directors #valueconf19 @Lustigson Various employee segments
- 5. • In a hospital: nurses, doctors an lab workers • In education: teachers, researchers, and so on • In construction: builders, planners, et cetera #valueconf19 @Lustigson Various employee segments
- 6. How do you find out what employees want? #valueconf19 @Lustigson
- 7. A gap between what you think employees want, and what they say they want… #valueconf19 @Lustigson
- 8. … a gap between what employees say they want, and what they actually need. #valueconf19 @Lustigson
- 9. 1. Interview 7+ Bs 2. Survey, including task identification 3. Create personas #valueconf19 @Lustigson This is what I do
- 11. • What does a typical workday look like? What goes well and what is often challenging? • Do you work in a team? What’s your role? How do you collaborate? • Where do you work? In an office, on location, from home? #valueconf19 @Lustigson About the workday
- 12. • When do you need information or communication? • Where do you find that info? • Which tools and apps do you use? How do they work? • Can you always find what you’re looking for? If not, what do you do? #valueconf19 @Lustigson About information needs
- 13. • How do you collaborate, and share knowledge with colleagues? • How do you communicate among each other? • Where do you lose time, where do things become a hassle? • How does this all work between teams, and departments? #valueconf19 @Lustigson About collaborating, and communicating
- 14. • What do you use the current intranet for? • What device do you use? Smartphone, tablet, laptop? • When do you use it? In the office, when traveling, at home? #valueconf19 @Lustigson About the current intranet
- 15. Qualitative, in-depth knowledge about employees’ day to day work, and their information, communications, and service needs. This develops empathy. #valueconf19 @Lustigson
- 16. Survey, including task identification #valueconf19 @Lustigson
- 17. What is most important to you when using an intranet or digital workplace? #valueconf19 @Lustigson
- 18. Which tasks, content or functions are most important to you regarding support of your daily work by a digital workspace? #valueconf19 @Lustigson
- 19. Pick 5 items from a list of 60-80 Give 5 points to the most important, 4 to the next… #valueconf19 @Lustigson
- 21. All employees #valueconf19 @Lustigson # task points cumulative 1 Access and edit patient files (personal data, treatment, results, notes) 9,3% 9,3% 2 Find a colleague (contact details, presence; name, department, expertise) 9,0% 18,3% 3 Documents, find, edit, share; network drive 5,7% 24,0% 4 Work schedule, changes; surgery schedule, therapies, et cetera 5,0% 29,0% 5 (Medical) procedures, documents 4,9% 33,9% 6 News, internal messages 3,7% 37,6% 7 Education, training (courses, register) 3,4% 41,0% 8 Pay, salary (dates, pay slip) 3,0% 44,0% 9 Apply for leave (vacation, parental leave, holidays) 2,6% 46,5% 10 Work-life balance (stress reduction, flexible working, sabbatical) 2,4% 48,9%
- 22. #valueconf19 @Lustigson 0,0% 1,0% 2,0% 3,0% 4,0% 5,0% 6,0% 7,0% 8,0% 9,0% 10,0% 1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 21 22 23 24 25 26 27 28 29 30 31 32 33 34 35 36 37 38 39 40 41 42 43 44 45 46 47 48 49 50 51 52 53 54 55 56 57 58 59 60 61 62 63 64 65 66 67 68 69 70 71 72 73 74 75 Taken 25% 25% 25%
- 23. Nurses #valueconf19 @Lustigson # task points cumulative 1 Access and edit patient files (personal data, treatment, results, notes) 11,2% 11,2% 2 (Medical) procedures, documents 7,4% 18,6% 3 Find a colleague (contact details, presence; name, department, expertise) 6,7% 25,3% 4 Work schedule, changes; surgery schedule, therapies, et cetera 5,7% 31,1% 5 Education, training (courses, register) 5,0% 36,1% 6 Documents, find, edit, share; network drive 4,5% 40,6% 7 News, internal messages 4,0% 44,7% 8 Pay, salary (dates, pay slip) 3,0% 47,7% 9 Report incident (injections, cut, bite, splatter); what to do in case of 3,0% 50,7% 10 Apply for leave (vacation, parental leave, holidays) 2,6% 53,3%
- 24. Doctors #valueconf19 @Lustigson # task points cumulative 1 Access and edit patient files (personal data, treatment, results, notes) 13,8% 13,8% 2 Find a colleague (contact details, presence; name, department, expertise) 9,1% 22,8% 3 (Medical) procedures, documents 7,7% 30,5% 4 Work schedule, changes; surgery schedule, therapies, et cetera 6,6% 37,0% 5 Documents, find, edit, share; network drive 5,5% 42,5% 6 Find medical specialist literature, academic articles 5,5% 48,0% 7 Activities and events (symposia, lectures) 3,1% 51,0% 8 Education, training (courses, register) 2,7% 53,8% 9 News, internal messages 2,6% 56,4% 10 Ask a question to, share a message with a colleague (chat, news feed) 13,8% 13,8%
- 25. Managers #valueconf19 @Lustigson # taak % punten cumulatief 1 Find a colleague (contact details, presence; name, department, expertise) 8,7% 8,7% 2 Documents, find, edit, share; network drive 8,0% 16,7% 3 Management inforamtion (KPIs et cetera) 8,0% 24,7% 4 Access and edit patient files (personal data, treatment, results, notes) 6,7% 31,3% 5 Work schedule, changes; surgery schedule, therapies, et cetera 5,6% 36,9% 6 Facts and figure (rankings, number of beds, employees, org chart) 4,7% 41,6% 7 Policy (finances, personnel, facilities, safety, prevention, quality, etc.) 4,2% 45,8% 8 Education, training (courses, register) 3,6% 49,3% 9 Report incident (injections, cut, bite, splatter); what to do in case of 3,1% 52,4% 10 (Medical) procedures, documents 2,7% 55,1%
- 27. All employees # task points cumulative 1 Facts and figures, results (parks, guests, staff, financial) 6,3% 6,3% 2 Documents (find, edit, and share documents with colleagues) 5,6% 11,9% 3 Access applications, software, systems from single point of entry 4,9% 16,8% 4 Guests' survey replies, information 4,1% 20,9% 5 Management reports: financial, absenteeism, guest contacts, etc. 4,0% 24,9% 6 Career development, training and education, coaching 3,5% 28,4% 7 My salary (pay slip, payment schedule) 3,2% 31,6% 8 Guest occupancy/reservations overview (to schedule for employees, work, tasks) 3,0% 34,6% 9 Leadership and management (agenda, documents, minutes, and decisions) 3,0% 37,6% 10 Applications, software; computer (help, support) 2,8% 40,4% #valueconf19 @Lustigson
- 28. Park employees # task points cumulative 1 My salary (pay slip, payment schedule) 6,6% 6,6% 2 Guests' survey replies, information 4,6% 11,2% 3 Career development, training and education, coaching 4,2% 15,5% 4 Daily overview, pre-shift, shift hand-over, security report (tasks, schedule, dashboard) 4,2% 19,7% 5 Guest occupancy/reservations overview (to schedule for employees, work, tasks) 4,1% 23,8% 6 Facts and figures, results (parks, guests, staff, financial) 3,8% 27,6% 7 Report malfunctions, broken parts/components (notes, photos; Tech Control) 3,6% 31,2% 8 Share knowledge, update, question with colleagues (posts, blogs or forums) 3,1% 34,3% 9 Employee benefits (discounts, etc.) 2,8% 37,2% 10 Employee events, activities 2,8% 39,9%
- 29. Office employees # task points cumulative 1 Documents (find, edit, and share documents with colleagues) 8,0% 8,0% 2 Facts and figures, results (parks, guests, staff, financial) 7,9% 15,9% 3 Access applications, software, systems from single point of entry 6,5% 22,4% 4 Management reports: financial, absenteeism, guest contacts, etc. (management dashboard) 5,8% 28,3% 5 Guests' survey replies, information 3,8% 32,1% 6 Applications, software; computer (help, support) 3,7% 35,8% 7 Projects (overview of projects, about projects, participants) 3,4% 39,2% 8 Leadership and management (agenda, documents, minutes, and decisions) 3,3% 42,6% 9 Career development, training and education, coaching 3,0% 45,6% 10 Vision and mission, strategic pillars, Landal values, identity, organizational developments 2,9% 48,4%
- 31. All employees #valueconf19 @Lustigson # task points cumulative 1 News, messages from your department 8,1% 8,1% 2 Find a colleague, address book (contact details; naam, department, expertise) 5,4% 13,4% 3 Class schedule, work schedule (time, location) 3,8% 17,2% 4 Knowledge bank, knowledge sharing 3,7% 20,9% 5 My personnel file 3,4% 24,3% 6 Book meeting room, class room 3,4% 27,7% 7 Student administration: presence, results, et cetera 3,0% 30,6% 8 Personnel training and eduction (overview, register) 3,0% 33,6% 9 Prepare class/examn, assignments, create material, share / publish 2,8% 36,4% 10 Receive notifications from news, messages, pages, documents (subscribe) 2,6% 39,0%
- 32. All students #valueconf19 @Lustigson # task points cumulative 1 Class schedule (time, location) 12,4% 12,4% 2 Exams schedule 12,0% 24,3% 3 Teacher absences 6,1% 30,4% 4 Grades, study progress, overview of my results 5,6% 36,0% 5 Synchronize schedule with calendar (Google Calendar, iOS Calendar) 4,1% 40,1% 6 Receive notifications for lessons, project deadline, etc. 4,0% 44,1% 7 News, messages from your education 3,7% 47,8% 8 E-mail (account, settings) 3,4% 51,1% 9 Courses, book lists, buy books 2,2% 53,3% 10 Which students are in my class/group? 2,1% 55,4%
- 33. Quantitative, prioritized insights into employees’ wants and needs in relation to their daily work, and their use of an intranet and related digital workplace tools. This is evidence. #valueconf19 @Lustigson
- 35. #valueconf19 @Lustigson Mieke Haagen “Als ik bel, word ik vriendelijk geholpen en direct doorverbonden naar de juiste mensen, maar dan is er radiostilte. Het lijkt alsof het proces dan stokt.” Leeftijd 58 Burgerlijke staat weduwe Beroep docent Huurwoning eengezinswoning Belangrijkste taken Huurprijs1 Woning aanpassen voor 55+2 Groot/planmatig onderhoud3 Contactgegevens Wooninc.4 Reparatieverzoek indienen5 Belangrijke telefoonnummers6 Persoonlijke gegevens7 Leefbaarheid 9 10 8 Status reparatieverzoek, vraag Schoonmaakonderhoud Woonplaats Woensel-Noord 98% 16% 14% 6% 0% 0% 53% 27%20% Mieke is docent Nederlands op het Eckartcollege in Woensel-Noord. Ze woont al 30 jaar in deze wijk. En met veel plezier. Het is een fijne buurt met veel voorzieningen. Mieke fietst graag. Sinds haar man Joop een paar jaar geleden overleed, vaak alleen. Dochter Inge (30) is al heel wat jaren de deur uit; zoon Mark (26) woont nog bij haar. Net als de kat, overigens. Mieke houdt van haar werk, maar wil ook wel wat meer vrije tijd. Ze hoopt stiekem snel oma te worden. Ze ziet ertegenop om als alleenstaande oud(er) te worden. Mensen als Mieke geven de voorkeur aan: Huurder, 55-75 jaar Extraversie Dienstbaarheid Zorgvuldigheid Stabiliteit Creativiteit
- 36. #valueconf19 @Lustigson Mieke Haagen “Als ik bel, word ik vriendelijk geholpen en direct doorverbonden naar de juiste mensen, maar dan is er radiostilte. Het lijkt alsof het proces dan stokt.” Leeftijd 58 Burgerlijke staat weduwe Beroep docent Huurwoning eengezinswoning Belangrijkste taken Huurprijs1 Woning aanpassen voor 55+2 Groot/planmatig onderhoud3 Contactgegevens Wooninc.4 Reparatieverzoek indienen5 Belangrijke telefoonnummers6 Persoonlijke gegevens7 Leefbaarheid 9 10 8 Status reparatieverzoek, vraag Schoonmaakonderhoud Woonplaats Woensel-Noord 98% 16% 14% 6% 0% 0% 53% 27%20% Mieke is docent Nederlands op het Eckartcollege in Woensel-Noord. Ze woont al 30 jaar in deze wijk. En met veel plezier. Het is een fijne buurt met veel voorzieningen. Mieke fietst graag. Sinds haar man Joop een paar jaar geleden overleed, vaak alleen. Dochter Inge (30) is al heel wat jaren de deur uit; zoon Mark (26) woont nog bij haar. Net als de kat, overigens. Mieke houdt van haar werk, maar wil ook wel wat meer vrije tijd. Ze hoopt stiekem snel oma te worden. Ze ziet ertegenop om als alleenstaande oud(er) te worden. Mensen als Mieke geven de voorkeur aan: Huurder, 55-75 jaar Extraversie Dienstbaarheid Zorgvuldigheid Stabiliteit Creativiteit Interviews Survey
- 37. What does this get you? #valueconf19 @Lustigson
- 38. • In-depth knowledge of, and data about your employees • Prioritize navigation, design, content, and functionality • Data and testing based on actual employee needs • Employee-focused, task-based, personalized workspace • More time for employees to do the ‘real’ work #valueconf19 @Lustigson What does this get you?