CASE STUDY
SYMBIO
Improving internal communications
Symbio is a "people first" tech company. 3 years ago, Symbio launched their company intranet called Launchpad. It is a platform for communication, perks, discounts, rewards, and recognition.
Symbio has experienced profound change over the last 3 years. They have moved to a more agile workforce and undergone an internal realignment to support our future strategy.
Duration: 1 Month (Sep 2022)
Collaboration: Team of 11
My Role: UX/UI Designer
Tools: Figma, Photoshop, Miro, Slack
-Collect research from the workforce to find out what was working well and what needed improvements
-Design a blue sky intranet based on the research
Objective
Background Research - Competitive Analysis - Affinity Map - Create Persona - Customer Journey Map - How Might We - Co-Design & Ideation Workshops - Sketches - Low Fi - Mid Fi&Usability- Visual Development - Hi-Fi Usability Testing - Latest Iteration
Design Process
All our group members had little to no experience with Intranet, and most were even getting an in-depth understanding of the concept of Intranet for the first time. Therefore, how to design a user-friendly Intranet in such a situation became our biggest challenge.
Challenge
01.
Discover
User Comment Highlight
What symbions are saying
Accessibility of Launchpad:
“Just a pain to log in - makes you want to not open it unless you really have to for a specific reason.”
“..sometimes you have things buried in a menu buried in another menu that you won't know about until someone tells you it's there.”
“Finding information can be challenging unless you already know what you're looking for.”
“Search does not always search.”
Personalisation of Launchpad:
“I'd like something that I can personalise so I can make it work for me.”
“What is important to me may not be important to someone else.”
“...have the ability to customise feeds and to categorise those feeds...possibly have Launchpad feed into MS Teams.”
“Probably needs to be adaptable to each persons use. Should also have a page to link all your apps needed”
Content of Launchpad:
“I thought the intranet would have all the corporate information in there.. But it’s still a combination of going to two places.”
“Besides the announcements that I read, I don't find or know anything else to be useful.”
“The org chart that I can see doesn’t have our names on it, which is sort of what I wanted.”
"I find that Launchpad is too Australia-centric."
Competitor Analysis
Comparing nine primary intranet providers with reward gateway (the current provider of launchpad) to shout out the value proposition for each intranet provider.
02.
Define
Affinity Map
Problem Statement
After synthesising all our insights into an Affinity Map, we identified six major pain points that Symbion’s have been experiencing when using the current Launchpad intranet system.
Search&Navigation
Personalisation
Centralisation
Inclusivity
Global Company Communication
Login
Create Persona
Customer Journey Map
How Might We
After defining our personas & journey maps for Liz, we collectively (with Sylvia & Joel from Symbio) brainstormed and voted on multiple ‘How Might We’ statements to bring into ideation workshops with our Lizs’. We settled on two which we all felt would adequately address all our personas’ pain points around the intranet:
03.
Develop
Crazy 8s
Group brainstorming & vote
Minimum Viable Product
Pain Point ——>> MVP Features
04.
Deliver
Design Iterations
The Webpage and different sections from lo-fi to hi-fi
Last Iteration
13.
Next Step
Short Term
Further testing to gather deeper insights includes:
improved A/B testing to find whether an accordion or tab-style menu is more efficient for navigation
card-sorting to better define the information architecture/hierarchy
further testing to optimise navigation & colour scheme
Constant reiteration of Launchpad redesign fuelled by insights from Liz.
Browser default webpage set to Launchpad on work laptops to hasten log-in.
Long Term
Mobile App or size responsive website (57% of respondents also want an LP mobile app alongside the desktop version)
Further implementation of work tools and functions into Launchpad
Implementing switchable different Symbio-aligned colour schemes/themes into Launchpad (Liz's enjoyed both loud & muted colour palettes)
