1. Make Your Intranet Successful SHAREPOINT CONSULTING INFORMATION MANAGEMENT BUSINESS PROCESS
AUTOMATION
User Adoption and Usability, Change Management,
Governance, Current Trends
Karl Redenbach
Lee Ralph

2. Agenda
 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

3. Introduction
Who 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

4. Introduction
OSC 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!
OSC Value Add
 6 years of re-usable IP
 We can share our experience within your
industry vertical
STRATEGY CONSULTING SUPPORT SHAREPOINT CONSULTING INFORMATION MANAGEMENT BUSINESS PROCESS

5. Introduction to SharePoint 2010
What 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

6. Key drivers for a successful Intranet
Change • Training User Adoption
Management • Communication
• Solve user problems
Usability • Make it an enjoyable experience
Information • Search
Management • Information Architecture
• Manage / maintain / monitor solution
Governance • Infrastructure / Users
How do we get there? Use the right methodology!
STRATEGY CONSULTING SUPPORT SHAREPOINT CONSULTING INFORMATION MANAGEMENT BUSINESS PROCESS

7. Project Approach
Effort
Usability
40%
40%
20%
STRATEGY CONSULTING SUPPORT SHAREPOINT CONSULTING INFORMATION MANAGEMENT BUSINESS PROCESS

8. 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.

9. Change Management
Be innovative…
 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

10. 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.

11. Governance
IT
Simplifying Governance
 Define a Governance Strategy
 A good Governance Strategy, leads to a great
Training Strategy
Information management
 Define Roles and Responsibilities
 Consider including Roles and Responsibilities
within employee KPI’s
 Involve key business stakeholders in decision
making Applications
 IT should not “own” the platform
 Make governance visual
STRATEGY CONSULTING SUPPORT SHAREPOINT CONSULTING INFORMATION MANAGEMENT BUSINESS PROCESS

12. Governance
Make Governance Visual
STRATEGY CONSULTING SUPPORT SHAREPOINT CONSULTING INFORMATION MANAGEMENT BUSINESS PROCESS

13. 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.

14. What’s the difference?
osc training offering
Usability User Experience
STRATEGY CONSULTING SUPPORT SHAREPOINT CONSULTING INFORMATION MANAGEMENT BUSINESS PROCESS

15. What is usability?
Definition Purpose
Usability is the measure of the quality of the user Analysing how users engage with a system ensures it
experience when interacting with something – is built appropriately. We understand how users
whether a: engage by asking:
 web site;  Who are the users of the product or system?
 traditional software application; or  Where will they interact with it?
 any other device the user can operate in some way
 What do they want to do with it?
Jakob Nielsen  How are they naturally inclined to operate it?
STRATEGY CONSULTING SUPPORT SHAREPOINT CONSULTING INFORMATION MANAGEMENT BUSINESS PROCESS

16. User experience and accessibility
What is web accessibility?
 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).
STRATEGY CONSULTING SUPPORT SHAREPOINT CONSULTING INFORMATION MANAGEMENT BUSINESS PROCESS

17. 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”

18. SharePoint Design Based on Mobile Device
 Familiar Interface
 Icon driven
 Simple

19. 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.

20. 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.

21. AMP Intranet
 Company-wide news
 Team news
 Access to personalized news feeds
 Recent content from the media
library, blogs, and wikis.

22. AMP Intranet Search
 Ratings driven search
 Content using a star rating scale
 Adding tags / comments to help
the search engine identify content

23. Verizon
 News
 Productivity tools
 Business unit specific news &
information
 Email inbox & calendar viewing
functionality

24. Verizon
 Promoting collaboration
 Group Pages allow online
collaboration and document
sharing for teams
 Promoting ownership by showing
group members

25. 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

26. 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

27. Themes amongst winners
What’s HOT
 Mobile friendly intranets  Facilities to submit ideas for improvement
 Mimicking trends of popular web sites  Recognition given for participation
 Mega menu navigation  Sites relying on the power of the community
 Drag and drop functionality so individuals can  Functionality supporting ratings, comments, views,
customise their page actions
 Strong Search  Feedback facilities
 Predictive text & suggested search terms  Transparency in what people are doing
 Faceted search
 Participatory sites
 Encourage information sharing through repositories
 Facilities to start & join discussions
STRATEGY CONSULTING SUPPORT SHAREPOINT CONSULTING INFORMATION MANAGEMENT BUSINESS PROCESS

28. Issues contributing to poor user experience
What’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

29. Improve Usability
Contrast Repetition Alignment Proximity
STRATEGY CONSULTING SUPPORT SHAREPOINT CONSULTING INFORMATION MANAGEMENT BUSINESS PROCESS

30. 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

31. A CRAP way to improve usability
Where do you put your knives / spoons / forks?
 Repetition
 Repetition is really about consistency
Ok now put away a penknife…
 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 OK now put away this box cutter…
 Think about the task your users are carrying
out
They are all knives – why put them in different
locations?
This behaviour is entirely consistent with the task that
the object is used for.
STRATEGY CONSULTING SUPPORT SHAREPOINT CONSULTING INFORMATION MANAGEMENT BUSINESS PROCESS

32. A CRAP way to improve usability
Which looks easier to complete?
 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

33. 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

34. OSC design process
What we do…
 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

35. 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

36. End Presentation
SHAREPOINT CONSULTING INFORMATION MANAGEMENT BUSINESS PROCESS
AUTOMATION