designing compelling intranets
DESCRIPTION
An Intranet should be a vital business tool and an important communication channel between us and our colleagues. Email is pretty poor for communications - the average open rate for email is around 20-something percent. The half-life of an email is around 3.4 hours. So my first point is that there has been an understandable shift away from push communication to pull communication. In order to realise the benefit we have to create an intranet that is vital to people's working lives and day-to-day activity. The best way to achieve that is by understanding how our colleagues work through contextual design research - by getting inside their heads and understanding their latent needs (not just taking their reported needs at face value). If we understand their real needs and we understand how their expectations of the Intranet will be driven by the trends in consumer technology then we can anticipate their future needs. The intranet models that exist are useful abstractions as we imagine the future functionality but we shouldn't forget to design for usage, evolution, unpredicted needs and entropy. This talk was first presented at Glasgow University to their Internal Communications and IT community.TRANSCRIPT
ModernHuman.MH
Designing Compelling Intranets.
Presented by Paul-Jervis Heath on Friday 30 August 2013.
Photo creditFlickr user mhaithaca - http://bit.ly/16KLrU9
🕅🕆🕇🕊
~20%email open rate
Time
Clic
k D
ensit
y
~3.4hhalf-life of an email
There has been a shift away from push communication to pull communication.
🕅🕆🕋Photo creditFlickr user Great Beyond - http://bit.ly/16oYU3C
Intranets can become a destination.
Creating the default starting place for IBM employees…
Administrators Academics Students
Indifference
Hyg
iene
Fac
tors
(Usa
bilit
y)D
iffer
entia
tion
(Exp
erie
nce)
Understandable
Interesting
Useful
Compelling
Indispensable
Advocacy
Focus groups are not design research.
Usability testing is vital but it will not uncover users’ needs.
image of mental model
Getting inside peoples’ heads is the only way to uncover their latent needs.
Consumer devices continue to raise our users’ expectations of technology.
79% 70%use their smartphones to
help with shoppinguse their smartphones whilst
standing in a store
The rate of adoption is accelerating
(Time to Reach 150 Million Users)
89 years
38 years
14 years
7years
5 years
Cambridge University’s website just became available on a mobile.
Google are about to put the internet directly into your right eye.
Uni"ed Presentation Of Services
Digital
Photo creditFlickr user evan.chakroff - http://bit.ly/1ak8HMs
©
Wearable Mobile Dedicated Devicee.g. kindle
or kiosk
Tablet Large Displays
📰 ✎Managed Collaboration Social
Photo creditFlickr user Phillie Casablanca - http://bit.ly/18ReHsh
🕅🕆
Refer,Learn,
Publish
Social
Collaboration
Managed
Real-time, unpredictable
Creative, Co-ordinated, Goal Oriented
Authoritative, Stable, Reference
Work,Create,
Do
Discover,Discuss
Functionality News Content
+ +
Centralised.
Decentralised.
Distributed.
• Identifying the right applications can turn intranets into an indispensable tool.
• Design research helps you identify the right balance of functionality, news and content.
• Entropy is a fact of life, it can be designed for.
• Centralised, decentralised and distributed models can be applied to information architecture, content strategy and governance.
Wait. What was that again?
🕅🕆🕇🕊Photo credit
Flickr user djking - http://bit.ly/13ObNXf
Paul-Jervis [email protected]@pauljervisheath
ModernHuman.We use human-centred design to help businesses invent their future. We’re a design practice & innovation consultancy. Find out more at http://modernhuman.co
🕅🕆Photo credit
Flickr user andreaskopp - http://bit.ly/12yywna
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