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Karl Redenbach
Lee Ralph
Make Your Intranet SuccessfulUser Adoption and Usability, Change Management, Governance, Current Trends
SHAREPOINT CONSULTING INFORMATION MANAGEMENT BUSINESS PROCESS AUTOMATION
Introduction to SharePoint What makes a successful Intranet? Common challenges / mistakes Change Management Usability
Intranet Examples Trends Issues contributing to poor user
experience Return on investment Intranet Project Timeframes
Agenda
IntroductionWho is OSC?
Information Management Consulting Practice
Microsoft Gold Certified Partner Offices in Sydney, Melbourne,
Canberra, Brisbane, Shanghai, London, New York and San Diego
Australia’s 2nd Fastest Growing Technology Company in 2009
Big believers in leveraging SharePoint Out-of-the-box
All about the business outcomes
STRATEGY CONSULTING SUPPORT SHAREPOINT CONSULTING INFORMATION MANAGEMENT BUSINESS PROCESS AUTOMATION
IntroductionOSC Services Consulting Services Information Management and Cloud
Strategy Graphic Design & Usability SharePoint Online and Exchange Online Form and Workflow Development Training & Custom Development Intranet/Extranet/Internet Projects SharePoint Support Services Everything SharePoint!
STRATEGY CONSULTING SUPPORT SHAREPOINT CONSULTING INFORMATION MANAGEMENT BUSINESS PROCESS AUTOMATION
OSC Value Add 6 years of re-usable IP We can share our experience within
your industry vertical
Introduction to SharePoint 2010What is SharePoint?
A multi purpose web platform Intranet portal's, extranets and web sites,
document management, business intelligence and workflow
Highly scalable On premise or “in the cloud”
STRATEGY CONSULTING SUPPORT SHAREPOINT CONSULTING INFORMATION MANAGEMENT BUSINESS PROCESS AUTOMATION
Key drivers for a successful Intranet
STRATEGY CONSULTING SUPPORT SHAREPOINT CONSULTING INFORMATION MANAGEMENT BUSINESS PROCESS AUTOMATION
How do we get there? Use the right methodology!
User AdoptionChange Management
Usability
Information Management
Governance
• Training• Communication
• Solve user problems• Make it an enjoyable experience
• Search• Information Architecture
• Manage / maintain / monitor solution
• Infrastructure / Users
Usability
STRATEGY CONSULTING SUPPORT SHAREPOINT CONSULTING INFORMATION MANAGEMENT BUSINESS PROCESS AUTOMATION
Effort
40%
40%
20%
Project Approach
Change Management
Change management is a structured approach to shifting/transitioning individuals, teams, and organizations from a current state to a desired future state.
It is an organisational process aimed at empowering employees to accept and embrace changes in their current business environment.
Change Management
Training should NOT be an after thought! Instructor led training E-Learning User guides / Quick reference / Tip Sheets YouTube? Training should teach people WHY they are
pushing buttons!
Communications Plan Change tactics Risk mitigation
STRATEGY CONSULTING SUPPORT SHAREPOINT CONSULTING INFORMATION MANAGEMENT BUSINESS PROCESS AUTOMATION
Be innovative…
Governance
Governance is the set of policies, roles, responsibilities, and processes that guide, direct, and control how an organisation's business divisions and IT teams cooperate to achieve business goals.
Governance
Simplifying Governance
Define a Governance Strategy A good Governance Strategy, leads to a great
Training Strategy
Define Roles and Responsibilities Consider including Roles and
Responsibilities within employee KPI’s Involve key business stakeholders in
decision making IT should not “own” the platform Make governance visual
STRATEGY CONSULTING SUPPORT SHAREPOINT CONSULTING INFORMATION MANAGEMENT BUSINESS PROCESS AUTOMATION
IT
Information management
Applications
Governance
Make Governance Visual
STRATEGY CONSULTING SUPPORT SHAREPOINT CONSULTING INFORMATION MANAGEMENT BUSINESS PROCESS AUTOMATION
Usability
Usability is the ease in which people can use a particular tool or object to achieve a particular goal.
User experience is the experience a person has when they interact with a product or service.
osc training offering
STRATEGY CONSULTING SUPPORT SHAREPOINT CONSULTING INFORMATION MANAGEMENT BUSINESS PROCESS AUTOMATION
What’s the difference?Usability User Experience
What is usability?
STRATEGY CONSULTING SUPPORT SHAREPOINT CONSULTING INFORMATION MANAGEMENT BUSINESS PROCESS AUTOMATION
Usability is the measure of the quality of the user experience when interacting with something – whether a:
web site; traditional software application; or any other device the user can operate in some way
Jakob Nielsen
Definition
Analysing how users engage with a system ensures it is built appropriately. We understand how users engage by asking:
Who are the users of the product or system? Where will they interact with it? What do they want to do with it? How are they naturally inclined to operate it?
Purpose
User experience and accessibility
STRATEGY CONSULTING SUPPORT SHAREPOINT CONSULTING INFORMATION MANAGEMENT BUSINESS PROCESS AUTOMATION
Web Content Accessibility Guidelines (WCAG) 2.0 defines how to make Web content more accessible to people with disabilities. Accessibility involves a wide range of disabilities, including visual, auditory, physical, speech, cognitive, language, learning, and neurological disabilities.
WCAG 2.0 is a technical standard developed under the Web Accessibility Initiative of the World Wide Web Consortium (W3C).
What is web accessibility?
Usability Examples
“Usability guru of the universe, Jakob Nielsen, produces a report each year on the best Intranet’s of the year.
The next section highlights some examples from this report, and other examples from OSC”
SharePoint Design Based on Mobile Device
Familiar Interface
Icon driven Simple
Heineken Intranet
Search driven design Graphically aesthetic Good corporate branding Dedicated real estate for quick
links Encouraging a sense of
community Users currently online are listed on
the side of the page.
Heineken Intranet
Creating internal awareness of the brand’s external web presence
Heineken-related videos posted on YouTube and images posted on Flickr also appear on the site, giving users a sense of how the brand is being portrayed.
AMP Intranet
Company-wide news Team news Access to personalized news
feeds Recent content from the media
library, blogs, and wikis.
AMP Intranet Search
Ratings driven search Content using a star rating
scale Adding tags / comments to
help the search engine identify content
Verizon
News Productivity tools Business unit specific news &
information Email inbox & calendar
viewing functionality
Verizon
Promoting collaboration Group Pages allow online
collaboration and document sharing for teams
Promoting ownership by showing group members
Credit Suisse Intranet
Puts employee at centre of Intranet, not organisation
User can move home page content around using drag and drop
Video avatars introduce new content
Duke Energy Intranet
Focus on community and collaboration
Features guest bloggers throughout the company
Encourages employees to suggest home page content
Employees can submit calendar items and news
Themes amongst winners
Mobile friendly intranets Mimicking trends of popular web sites
Mega menu navigation Drag and drop functionality so individuals can
customise their page
Strong Search Predictive text & suggested search terms Faceted search
Participatory sites Encourage information sharing through
repositories Facilities to start & join discussions
STRATEGY CONSULTING SUPPORT SHAREPOINT CONSULTING INFORMATION MANAGEMENT BUSINESS PROCESS AUTOMATION
Facilities to submit ideas for improvement Recognition given for participation
Sites relying on the power of the community Functionality supporting ratings, comments,
views, actions Feedback facilities Transparency in what people are doing
What’s HOT
Issues contributing to poor user experienceWhat’s NOT hot?
Bad search Poor visual design Varied font styles and sizes No attention to common colour scheme Irregular page widths Poor navigation / lack of navigational cues / visited links Cluttered pages or unintentional excessive white space Little consideration of bandwidth Browser compatibility
STRATEGY CONSULTING SUPPORT SHAREPOINT CONSULTING INFORMATION MANAGEMENT BUSINESS PROCESS AUTOMATION
Improve Usability
CRAPSTRATEGY CONSULTING SUPPORT SHAREPOINT CONSULTING INFORMATION MANAGEMENT BUSINESS PROCESS
AUTOMATION
Contrast Repetition Alignment Proximity
A CRAP way to improve usability
Contrast Contrast in visual design helps to
direct the viewer’s eyes to what’s important and helps them focus on what to do next.
Simple text changes like bold, italic, underlining, uppercase, colour and highlighting may often be sufficient.
Use in moderation
STRATEGY CONSULTING SUPPORT SHAREPOINT CONSULTING INFORMATION MANAGEMENT BUSINESS PROCESS AUTOMATION
A CRAP way to improve usability
Repetition Repetition is really about consistency Ensure that people can find the
common elements of a web page (such as page titles, site navigation, page navigation, search etc.) in the standard locations
Think about the task your users are carrying out
STRATEGY CONSULTING SUPPORT SHAREPOINT CONSULTING INFORMATION MANAGEMENT BUSINESS PROCESS AUTOMATION
Where do you put your knives / spoons / forks?
Ok now put away a penknife…
OK now put away this box cutter…
This behaviour is entirely consistent with the task that the object is used for.
They are all knives – why put them in different locations?
A CRAP way to improve usability
Alignment Alignment is probably the
most dramatic visual treatment you can do to a design to make it appear visually easier to use
STRATEGY CONSULTING SUPPORT SHAREPOINT CONSULTING INFORMATION MANAGEMENT BUSINESS PROCESS AUTOMATION
Which looks easier to complete?
A CRAP way to improve usability
Proximity The principle of proximity means that if
you place elements in a user interface near each other, people will think that they are related somehow
Proximity will help users find the option they are looking for
The way you organise information on the page helps people build a conceptual model of how the interface is structured. The web design trend of using “portlets” check www.bbc.co.uk
STRATEGY CONSULTING SUPPORT SHAREPOINT CONSULTING INFORMATION MANAGEMENT BUSINESS PROCESS AUTOMATION
OSC design process
Dedicated design team Produce concepts based on
brief Map design to Master Page and
CSS Build branding package
Feature stapling ensures consistent branding
Supports governance
STRATEGY CONSULTING SUPPORT SHAREPOINT CONSULTING INFORMATION MANAGEMENT BUSINESS PROCESS AUTOMATION
What we do…
Return on investment
Anecdotal evidence on the effects of good intranet investment: Happy users, extensive use of new features, and fewer calls
to support. It’s reasonable to claim the reduced support costs as a direct monetary gain from the usability efforts.
ROI indicators measured by the entrants: AMP measured a 300% increase in the use of search
after the search feature was improved.
Decreased use can also be a good ROI indicator. Habitat for Humanity saw a 60% drop in “where do I
find…?” questions after launching its improved design.
STRATEGY CONSULTING SUPPORT SHAREPOINT CONSULTING INFORMATION MANAGEMENT BUSINESS PROCESS AUTOMATION
End PresentationSHAREPOINT CONSULTING INFORMATION MANAGEMENT BUSINESS PROCESS AUTOMATION