April 2014

Bringing Experience Into the EnterpriseRevamping the Citrix Intranet

Andrew DayCitrix Customer Experience Group

Are Employees Customers?

Customers Have High Expectations

Great Experiences = Bottom-Line Success

Businesses Don’t Treat Employees as Customers

Wasted Time and Frustration Cost Money

Intranets: A Prime Source of Employee Frustration

The Citrix Intranet Is No ExceptionEmployees say:

• Search doesn’t work• Much content is

outdated or wrong• The IA is confusing• Employee profiles

are particularlyinaccurate

• It’s easier to ask theperson at the nextdesk for help, than tolook for help on theintranet!

The ROI Question

• Cisco claims “$25 million ROI” on intranet revamp• Oracle and GE claim >$1 million ROI • Avenue A / Razorfish: ROI is irrelevant – an intranet is as

essential as email, so it has to be made to work well

Our Goal: Bring Experience Into the Enterprise

Discovery Phase: Setting Up for Success

Step #1. Sketch A Compelling Experience Vision

Step #2. Get Support from the Top

Step #3. Involve Stakeholders and Employees

Step #4. Put Experience Pros in Charge

Design and Build Phases:Getting to Great

Lesson #1: Rapid, iterative prototyping is key

Prototyping Revealed a Need for Better Profiles

People Want to Know More About Their Coworkers

Prototyping a Richer Profile

Lesson #2: The Content Revamp is Critical

Applying Consumer-Sector Content Standards

Lesson #3: “Mobile First” Forces Focus

Lesson #4: Agile Keeps Things Moving

Recap

Setting Up for Success

1.Sketch A Compelling Experience Vision2.Get Support from the Top3.Involve Stakeholders and Employees4.Put Experience Pros in Charge

Keys to Design and Build Success

1.Rapid, iterative prototyping 2.Focus on the Content Revamp3.“Mobile First”4.Agile to Keep Things Moving

The Rollout

Backstage is Rolling Out Now

Backstage is Rolling Out Now

Backstage HR Rollout