1. Intrantverk 2013 | 22 maj 2013 Applying User-Centered Design
to Intranet Projects or how employees can/should be involved Bjrn
Bller, Project Manager Re-Launch RedNet & Intranet Manager 2. 2
photo credit: aikijuanma via photo pin Bjrn Bller Intranet Manager
Swiss Mobiliar Insurance & Pensions [email protected]
about.me/bjoernboeller LinkedIn Twitter: @knalleffekt 3. 3 Intranet
Design Annual 2013 The Years 10 Best Intranets Setting out to
create a joyful intranet experience, the team at Swiss Mobiliar
focused on usability and user experience throughout the redesign.
The result is a site that lets users find content and company
expertise, connect with others, and enjoy a personalized site
experience, said usability expert Jakob Nielsen, principal of
Nielsen Norman Group. Links:
http://www.nngroup.com/articles/intranet-design/
http://www.nngroup.com/news/item/2013-intranet-design-awards/
Exerpt of the report:
http://media.nngroup.com.s3.amazonaws.com/media/reports/samples/Intranet_Design_Annual_2013_excerpt.pdf
4. 4 SWISS MOBILIAR Schweizerische Mobiliar
Versicherungsgesellschaft AG 5. 5 Funny Commercials Additional
commercials: http://www.youtube.com/user/diemobiliar 6. 6 Swiss
Mobiliar: key facts at a glance Swiss Mobiliar is structured as a
mutual company and is first and foremost obliged to its customers
is the oldest private insurance company in Switzerland, founded in
1826 focuses on the Swiss and Liechtenstein markets offers a broad
selection of modern insurance products, including life policies is
close to its customers throughout the country thanks to
approximately 80 general agencies and 60 other offices settles 9
out of 10 claims locally at general agencies lets insured persons
participate in the companys success in the form of bonus payments
has a premium volume of CHF 3.2 billion (2011) has the highest
solvency ratio of all insurance companies operating in Switzerland
has approximately 1.5 million policyholders employs a workforce of
around 4,000 employees and 300 trainees. 7. 7 REDNET 1.0, 2.0
Schweizerische Mobiliar Versicherungsgesellschaft AG 8. 8 Why a new
RedNet? Business RedNet shifted from an information platform to a
working platform digital workplace (old intranet was eight years in
use) High demand for personalization, individualization and
collaboration The IA had grown incrementally over time Technology
The entire web infrastructure needed to be replaced. The underlying
technology (CMS and portal software) was at the end of its
lifecycle We always compared our old RedNet with a used compact
car. You can buy new spare parts, tune the engine, add a new car
radio (maybe even with GPS receiver), but you will never get a
modern SUV out of it. 9. 9 Rednet in the past Schweizerische
Mobiliar Versicherungsgesellschaft AG 10. 10 Rednet today
Schweizerische Mobiliar Versicherungsgesellschaft AG 11. 11 USER
EXPERIENCE photo credit: evalottchen via photo pin 12. 12 USER
EXPERIENCE User experience encompasses all aspects of the
end-user's interaction with the company, its services, and its
products. The first requirement for an exemplary user experience is
to meet the exact needs of the customer, without fuss or bother.
Next comes simplicity and elegance that produce products that are a
joy to own, a joy to use. True user experience goes far beyond
giving customers what they say they want, or providing checklist
features. In order to achieve high-quality user experience in a
company's offerings there must be a seamless merging of the
services of multiple disciplines, including engineering, marketing,
graphical and industrial design, and interface design. Source:
Nielsen Norman Group User Experience - Our Definition
[http://www.nngroup.com/about/userexperience.html] photo credit:
evalottchen via photo pin 13. 13 User Experience = Will Do Source:
Human Factors Int. photo credit: evalottchen via photo pin Source:
Wikipedia [http://de.wikipedia.org/w/index.php?title=Datei:User-
experience.svg&filetimestamp=20100504091840] 14. 14 WHICH
METHODS LEAD TO SUCCESS photo credit: smbuckley23i via photo pin
15. 15 Concept work Its all about the user! Contextual Inquiries
(in combination with Paper-and-Pencil-Prototypes) Several agencies
(with approx. 20 employees) Survey with over 300 responses
Moderated usability/UX tests low-Fidelity prototype (with Balsamiq
Mockups1): 14 employees (agencies and headquarters) high-fidelity
prototype (with Axure2): 16 employees (agencies and headquarters)
Wireframes (with Cacoo3) for specific functionalities (e.g. search)
Qualitative (group-)interviews 20 employees (agencies and
headquarters) Information Architecture Card-Sorting with core team
1 Balsamiq Mockups: http://www.balsamiq.com/products/mockups 2
Axure: http://www.axure.com 3 Cacoo diagrams:
https://cacoo.com/lang/de/ 16. 16 Contextual Inquiry Contextual
inquiry is basically a structured field interviewing method, based
on a few core principles that differentiate this method from plain,
journalistic interviewing. Contextual inquiry is more a discovery
process than an evaluative process; more like learning than
testing. Source: Hom, J. n.d., Contextual Inquiry
http://usability.jameshom.com/index.htm Typically, contextual
inquiries consist of user interviews and observations but not in a
traditional sense: The key differentiator between contextual
inquiry and other user research methods is that contextual inquiry
occurs in context. Its not simply an interview, and its not simply
an observation. It involves observing people performing their tasks
and having them talk about what they are doing while they are doing
it. Source: Ross, J. 2012, Why Are Contextual Inquiries So
Difficult?
http://www.uxmatters.com/mt/archives/2012/06/why-are-contextual-inquiries-sodifficult.php
17. 17 Sketches 18. 18 Low fidelity prototype / wireframes 19. 19
High fidelity prototype 20. 20 several iterations Schweizerische
Mobiliar Versicherungsgesellschaft AG Iterative process 21. 21
photo credit: Vectorportal via photo pin 22. 22 Human-centered
design is an approach to interactive systems development that aims
to make systems usable and useful by focusing on the users, their
needs and requirements, and by applying human factors/ergonomics,
and usability knowledge and techniques. This approach enhances
effectiveness and efficiency, improves human well-being, user
satisfaction, accessibility and sustainability; and counteracts
possible adverse effects of use on human health, safety and
performance. Source: ISO 2010, International Standard 9241-210:
Ergonomics of humansystem interaction Part 210: Human-centred
design for interactive systems photo credit: baldiri via photo pin
USER-CENTERED DESIGN 23. 23 USER-CENTERED DESIGN According to ISO
9241-210* *ISO: http://www.iso.org/iso/home.htm / Adaption of the
UCD process by Soultank AG, Zug, Switzerlandphoto credit: baldiri
via photo pin 24. 24 RedNet: Live demo Schweizerische Mobiliar
Versicherungsgesellschaft AG 25. 25 photo credit: Scott McLeod via
photo pin 26. 26 photo credit: nateOnevia via photo pin
