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Marek Nowakowski, Sr. UX Researcher/Designer
Novartis Institutes for BioMedical Research
Listen to your Users:
Building an Intranet with “User Centered Design”
Novartis is a world-leading healthcare company
2 | Novartis company presentation | March 2015 | Business Use Only
2014 USD billion
Net sales: 58.0
Net income: 10.3
R&D investment: 9.9
Key figures
Leading market position
One of 25 largest companies by market capitalization
Among most respected companies globally
Sales by region 2014
Canada/
Latin America
US
EuropeAsia/Africa/
Australasia
37%
32%
21%
10%
Novartis Institutes for BioMedical Research (NIBR)
A global network of more than 6,000 scientists, physicians, and business professionals.
United States
• Cambridge, MA
• East Hanover, NJ
• Emeryville, CA
• La Jolla, CA (GNF)
Europe
• Basel/Zurich, Switzerland
• Siena, Italy (NVGH)
Asia
• Shanghai, China
• Singapore (NITD)
How do I fit In
CONTENT
 What is “User Centered Design”
 Intranet Redesign Project
 Research
 Design
 Measure
Listen to your Users. Building an Intranet with User Centered Design at Novartis
Listen to your Users. Building an Intranet with User Centered Design at Novartis
Listen to your Users. Building an Intranet with User Centered Design at Novartis
Why should you get users involved
Why you need to do User Research properly
What can go wrong?
About NIBR Intranet
 Built on Sharepoint 2010
 Functional owner – Communications
 Platform Owner – IT
 Last Major Redesign - 2010
Project History
About Our Users
NIBR Intranet Redesign Project
 Make a Plan
 Research
• Stakeholder Interviews
• Secondary Research
• Establish User Group
• User Workshops
• Research Summary Report
 Design
• Wireframes
• Mock Ups
• Information Architecture
Make a Plan
RESEARCH
Stakeholder Interviews
 13 Stakeholders
 60 minute Interviews – recorded w permission
 Standardized Interview Guide
• Current State
• Future State
• What is Success
• Obstacles to Success
• Overcoming Obstacles
Stakeholder research highlights
 Current State:
• The default page gets skipped most of the time
• Users don’t really need to go there
• Design is dated and inconsistent
• There is too much content and it’s not targeted to the users so most of it is
not relevant
• It’s impossible to use on your mobile device
• Doesn’t encourage collaboration or employee engagement
• Concerns about speed and performance
 Future State
• Personalization/Customization
• Exchange platform
• (My) Gateway to NIBR
• Lean state-of-the-art design
Stakeholder research highlights cont.
 Ensuring Success
• Ensure that there is heavy user involvement throughout the whole
project, including user tests and user feedback sessions
• Pilot new features as early and as much as possible and constantly
gather feedback
• Keep the user community engaged, let them know what we’re
doing, why, and how it will benefit them
• Start communicating early
• Focus on important features - don’t throw in features just because
you can
| NIBR External Presentation | April 2013 | OAK: 10138 | Business Use Only21
YES!!!!
Stakeholders Want
User Engagement
Secondary Research
User Workshops
What do I like and dislike about the current Intranet
 Object of Exercise
• Define what NIBR users like and dislike the existing Intranet
 Materials:
• Post-It Notes
• Marker
 Time: 10 minutes plus discussion
 How To
• On Post-it notes write down at least 5 different things you like and
dislike. Pin the notes on board.
| Presentation Title | Presenter Name | Date | Subject | Business Use Only25
What do I want from the Intranet
26
 Object of Exercise
• Define what NIBR users want from the Intranet
 Materials:
• Post-It Notes
• Marker
 Time: 10 minutes plus discussion
 How To
• On Post-it notes write down at least 10 different things you want to
find on the Intranet. Pin the notes on board.
| Presentation Title | Presenter Name | Date | Subject | Business Use Only27
Value Mapping
 Object of Exercise
• Find out which content is most important
 Materials:
• stickers
 Time: 10 minutes plus discussion
 How To
• Each participant will receive a number of stickers from the facilitator.
Apply stickers to the most important content from previous exercise.
| Presentation Title | Presenter Name | Date | Subject | Business Use Only29
Magic Wand
 Object of Exercise
• Generate ideas for Intranet Home Page
 Materials:
• Cards, paper, tape, markers
 Time: 45 minutes plus discussion
 How To
• Participants will be broken into groups. Each group will design a
Home Page for the new NIBR Intranet.
| NIBR External Presentation | April 2013 | OAK: 10138 | Business Use Only31
Research Summary Report
 Stakeholder Research
 User Research
 Secondary Research
Listen to your Users. Building an Intranet with User Centered Design at Novartis
Key Research Findings
 Personalization is key
• Basic
• Crowd sourced
• Activity based
• User selected
 News overload
 Content can be hard to find
 To search or not to search
 People search works but can be better
 Busy layout and dated design
| NIBR External Presentation | April 2013 | OAK: 10138 | Business Use Only35
Steer the Project
• Have a solid plan
• Involve them early
• Understand what they need
• Share research findings early
• Make findings clear and simple
• Use research for all design decisions
• User needs always get the last word
DESIGN
Design
 Start with low-fidelity and focus on functionality
 Always informed by research
 Users still very much involved
 Continually solicit feedback and test
 Multiple iteration based on feedback from users, project
team, stakeholders
 Create high-fidelity designs when basic functionality and
interactions have been defined
Listen to your Users. Building an Intranet with User Centered Design at Novartis
| NIBR External Presentation | April 2013 | OAK: 10138 | Business Use Only39
| NIBR External Presentation | April 2013 | OAK: 10138 | Business Use Only40
| NIBR External Presentation | April 2013 | OAK: 10138 | Business Use Only41
| NIBR External Presentation | April 2013 | OAK: 10138 | Business Use Only42
Defining Information Architecture
Information Architecture
Listen to your Users. Building an Intranet with User Centered Design at Novartis
| NIBR External Presentation | April 2013 | OAK: 10138 | Business Use Only46
| NIBR External Presentation | April 2013 | OAK: 10138 | Business Use Only47
| NIBR External Presentation | April 2013 | OAK: 10138 | Business Use Only48
| NIBR External Presentation | April 2013 | OAK: 10138 | Business Use Only49
Let users play with it to find out what works and
what doesn’t
Run a Beta
| NIBR External Presentation | April 2013 | OAK: 10138 | Business Use Only51
 Get feedback from a larger user
group
 Introduce users to the new site
 Find bugs
 Have enough time to address
biggest found issues
| NIBR External Presentation | April 2013 | OAK: 10138 | Business Use Only52
Take Home Message
 Have a solid research plan
• Current state
• Future state
 Establish a good relationship with stakeholders and a user
group
• Involvement
• Information
 Research fuels design
 Be transparent
 Feedback loop never ends
THANK YOU!
Please contact me at
marek.nowakowski@novartis.com
 If you have questions
 If you have feedback
 If you want to be BFFs

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Listen to your Users. Building an Intranet with User Centered Design at Novartis

  • 1. Marek Nowakowski, Sr. UX Researcher/Designer Novartis Institutes for BioMedical Research Listen to your Users: Building an Intranet with “User Centered Design”
  • 2. Novartis is a world-leading healthcare company 2 | Novartis company presentation | March 2015 | Business Use Only 2014 USD billion Net sales: 58.0 Net income: 10.3 R&D investment: 9.9 Key figures Leading market position One of 25 largest companies by market capitalization Among most respected companies globally Sales by region 2014 Canada/ Latin America US EuropeAsia/Africa/ Australasia 37% 32% 21% 10%
  • 3. Novartis Institutes for BioMedical Research (NIBR) A global network of more than 6,000 scientists, physicians, and business professionals. United States • Cambridge, MA • East Hanover, NJ • Emeryville, CA • La Jolla, CA (GNF) Europe • Basel/Zurich, Switzerland • Siena, Italy (NVGH) Asia • Shanghai, China • Singapore (NITD)
  • 4. How do I fit In
  • 5. CONTENT  What is “User Centered Design”  Intranet Redesign Project  Research  Design  Measure
  • 9. Why should you get users involved
  • 10. Why you need to do User Research properly
  • 11. What can go wrong?
  • 12. About NIBR Intranet  Built on Sharepoint 2010  Functional owner – Communications  Platform Owner – IT  Last Major Redesign - 2010
  • 15. NIBR Intranet Redesign Project  Make a Plan  Research • Stakeholder Interviews • Secondary Research • Establish User Group • User Workshops • Research Summary Report  Design • Wireframes • Mock Ups • Information Architecture
  • 18. Stakeholder Interviews  13 Stakeholders  60 minute Interviews – recorded w permission  Standardized Interview Guide • Current State • Future State • What is Success • Obstacles to Success • Overcoming Obstacles
  • 19. Stakeholder research highlights  Current State: • The default page gets skipped most of the time • Users don’t really need to go there • Design is dated and inconsistent • There is too much content and it’s not targeted to the users so most of it is not relevant • It’s impossible to use on your mobile device • Doesn’t encourage collaboration or employee engagement • Concerns about speed and performance  Future State • Personalization/Customization • Exchange platform • (My) Gateway to NIBR • Lean state-of-the-art design
  • 20. Stakeholder research highlights cont.  Ensuring Success • Ensure that there is heavy user involvement throughout the whole project, including user tests and user feedback sessions • Pilot new features as early and as much as possible and constantly gather feedback • Keep the user community engaged, let them know what we’re doing, why, and how it will benefit them • Start communicating early • Focus on important features - don’t throw in features just because you can
  • 21. | NIBR External Presentation | April 2013 | OAK: 10138 | Business Use Only21 YES!!!! Stakeholders Want User Engagement
  • 24. What do I like and dislike about the current Intranet  Object of Exercise • Define what NIBR users like and dislike the existing Intranet  Materials: • Post-It Notes • Marker  Time: 10 minutes plus discussion  How To • On Post-it notes write down at least 5 different things you like and dislike. Pin the notes on board.
  • 25. | Presentation Title | Presenter Name | Date | Subject | Business Use Only25
  • 26. What do I want from the Intranet 26  Object of Exercise • Define what NIBR users want from the Intranet  Materials: • Post-It Notes • Marker  Time: 10 minutes plus discussion  How To • On Post-it notes write down at least 10 different things you want to find on the Intranet. Pin the notes on board.
  • 27. | Presentation Title | Presenter Name | Date | Subject | Business Use Only27
  • 28. Value Mapping  Object of Exercise • Find out which content is most important  Materials: • stickers  Time: 10 minutes plus discussion  How To • Each participant will receive a number of stickers from the facilitator. Apply stickers to the most important content from previous exercise.
  • 29. | Presentation Title | Presenter Name | Date | Subject | Business Use Only29
  • 30. Magic Wand  Object of Exercise • Generate ideas for Intranet Home Page  Materials: • Cards, paper, tape, markers  Time: 45 minutes plus discussion  How To • Participants will be broken into groups. Each group will design a Home Page for the new NIBR Intranet.
  • 31. | NIBR External Presentation | April 2013 | OAK: 10138 | Business Use Only31
  • 32. Research Summary Report  Stakeholder Research  User Research  Secondary Research
  • 34. Key Research Findings  Personalization is key • Basic • Crowd sourced • Activity based • User selected  News overload  Content can be hard to find  To search or not to search  People search works but can be better  Busy layout and dated design
  • 35. | NIBR External Presentation | April 2013 | OAK: 10138 | Business Use Only35 Steer the Project • Have a solid plan • Involve them early • Understand what they need • Share research findings early • Make findings clear and simple • Use research for all design decisions • User needs always get the last word
  • 37. Design  Start with low-fidelity and focus on functionality  Always informed by research  Users still very much involved  Continually solicit feedback and test  Multiple iteration based on feedback from users, project team, stakeholders  Create high-fidelity designs when basic functionality and interactions have been defined
  • 39. | NIBR External Presentation | April 2013 | OAK: 10138 | Business Use Only39
  • 40. | NIBR External Presentation | April 2013 | OAK: 10138 | Business Use Only40
  • 41. | NIBR External Presentation | April 2013 | OAK: 10138 | Business Use Only41
  • 42. | NIBR External Presentation | April 2013 | OAK: 10138 | Business Use Only42
  • 46. | NIBR External Presentation | April 2013 | OAK: 10138 | Business Use Only46
  • 47. | NIBR External Presentation | April 2013 | OAK: 10138 | Business Use Only47
  • 48. | NIBR External Presentation | April 2013 | OAK: 10138 | Business Use Only48
  • 49. | NIBR External Presentation | April 2013 | OAK: 10138 | Business Use Only49
  • 50. Let users play with it to find out what works and what doesn’t
  • 51. Run a Beta | NIBR External Presentation | April 2013 | OAK: 10138 | Business Use Only51  Get feedback from a larger user group  Introduce users to the new site  Find bugs  Have enough time to address biggest found issues
  • 52. | NIBR External Presentation | April 2013 | OAK: 10138 | Business Use Only52
  • 53. Take Home Message  Have a solid research plan • Current state • Future state  Establish a good relationship with stakeholders and a user group • Involvement • Information  Research fuels design  Be transparent  Feedback loop never ends
  • 54. THANK YOU! Please contact me at marek.nowakowski@novartis.com  If you have questions  If you have feedback  If you want to be BFFs