listen to your users. building an intranet with user centered design at novartis

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

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.

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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.

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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.

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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.

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Research Summary Report

Stakeholder Research

User Research

Secondary Research

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

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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

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Defining Information Architecture

Information Architecture

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Let users play with it to find out what works and what doesn’t

| NIBR External Presentation | April 2013 | OAK: 10138 | Business Use Only51

Run a Beta

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