Swisscom’s Intranet transformation journey towards an engaging Employee Portal Main points of the presentation: – Vision, purpose & journey of Swisscom’s Employee Portal. – Creating a simple, modern User Experience. – Make it work for mobile devices. – Measure progress and establish a continuous improvement process.

1. Transforming the Intranet
to shape the digital Employee Experience
Thomas Maeder
Step Two, Intranets 2017, Sydney
June 1st, 2017

2. 2
Hello!
LinkedIn http://www.linkedin.com/in/maeder
XING http://www.xing.com/profile/Thomas_Maeder
Twitter @ThomasMaeder
Thomas Maeder

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StepTwo,Intranets2017,Sydney|ThomasMaeder
Vision,purpose&journey
Creatingasimple,modernuserexperience
Makeit workformobiledevices
Measureprogressandestablisha
continuousimprovementprocess
Agenda

4. 4
Context
The Employee Portal serves all ≈ 19’000
employees of Swisscom in Switzerland,
with various job roles, working at
≈ 30 geographic locations and speaking
either German, French or Italian
≈ 6’500 information/knowledge workers
≈ 3’500 subject matter experts
(legal, finance, human resources etc.)
≈ 6’500 front office/touchpoint workers
working in shops, call centers, customer
field service
≈ 2’500 managers

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Vision, purpose &
journey of Swisscom’s
Employee Portal

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…provide an indispensable
digital assistant
for the working day…
Vision

7. Purpose
 deliver an engaging,
state of the art employee
communication/news portal

8. Purpose
 strengthen corporate
identity, culture and
belonging

9. Purpose
 promote corporate-wide
dialogue, networking and
knowledge exchange

10. Purpose
 provide effortless support
for common daily work
and collaboration

11. 2012
Intranet 2.0
• new UX
• social features
• mobile web access
• upgrade SP2010
• …
2009
Intranet 1.0
• Intranet
consolidation
• 1 platform (SP2007)
• 1 user experience
• 1 governance
• …
2014
Intranet/Collaboration 3.0
• self service
collaboration
• change mgmt &
adoption initiative
• improved social
features
• social Q & A
• video/corporate TV
• upgrade SP2013
• …
2016
Employee Portal 4.0
• new responsive UX
• new IA
• work dashboard
• integration/APIs
• newsroom & digital
experience Team
• …
Journey ≈all2yearsamajorrelease,4minorreleasesperyear
2017
• upgrade SP2016, transform to
O365 hybrid
• improve enterprise search,
findability & discoverability
• improve and simplify social
collaboration
• improve daily work support
• improve newsroom/editorial
processes & tools
• consolidate digital asset mgmt and
improve video mgmt
• refine KPI/analytics, governance
• optimize overall UX
• …
Employee Portal 4.X

12. 2018
Employee Portal
5.0
2019 2020
Outlook
Employee Portal
6.0
Employee Portal
7.0
"connect Swisscom,
make everything and
everyone effortless
findable and
discoverable"
"meet your
indispensable
digital assistant,
feel Swisscom's heartbeat"
"make Swisscom
engaging, smart &
effective"

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Creating a simple, modern
user experience

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Digital Employee Experience?

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What's the Internet user experience like?
News
Social
Media
File Sharing &
Collaboration
Transactions
Information
&
Knowledge
Leisure &
Entertainment
Search & Apps

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What's an employee journey like?
Onboarding OffboardingWorking Day | Job Role 1
Job Role 2
Job Role n
Morning Afternoon Evening
E-Mail Meeting
Subject
Matter
Specialist
Touchpoint
Worker
Manager
Information/
Knowledge
Worker
E-Mail
Meeting Meeting
E-Mail
E-Mail
Touchpoint
Work
News
Business
Application
Touchpoint
Work Business
Application
E-Mail
Business
Application
A
Employee
Self Service
Search
& Ask
MeetingBusiness
Application
B
Business
Application
A
News
HR
Business
Application
News
Collaborate
E-Mail
E-Mail
Employee
Self Service
E-Mail
News
Search
& Ask
Collaborate Meeting
Meeting
Employee
Self Service
Search
& Ask
Search
& Ask
E-Mail Search
& Ask
News
Search
& Ask
Meeting
Meeting

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What's amodern Intranet user experience like?

18. SwisscomEmployeePortal
UserExperienceFramework
News Work About us
Find, Ask & Discover
Notifications
share,
discuss, learn
Repositories
APIs
Integration

19. SwisscomEmployeePortal
UserExperienceFramework
Employee Portal APIs
Profiles Search Activities Content Metadata …
News Work About us
Find,Ask & Discover
Notifications
share,
discuss, learn
Repositories
APIs
Integration

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current
UX

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News
News Work About us
Find,Ask & Discover
Notifications
share,
discuss, learn
Repositories
APIs
Integration

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Work
News Work About us
Find,Ask & Discover
Notifications
share,
discuss, learn
Repositories
APIs
Integration

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About Us
News Work About us
Find,Ask & Discover
Notifications
share,
discuss, learn
Repositories
APIs
Integration

24. 24
Find, Ask &
Discover
News Work About us
Find,Ask & Discover
Notifications
share,
discuss, learn
Repositories
APIs
Integration

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Make it work for
mobile devices

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Measure progress and
establish a continuous
improvement process

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Benchmark
Tests
Surveys
Analytics
KPIs
Success
Stories
Facts beat opinions.

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Helpful KPIs - make your choice.
#visits and #visitors in
relation to the size of
the target audience
average time spent on
page
#views and average
view duration/drop-off
for videos
#likes, #comments and
#shares
#profiles with up-to-
date personal
information
density of the Enterprise
Social Network ESN
activity of the Enterprise
Social Network ESN
#active/used
workspaces or groups
for collaboration
#created/used
collaboration content
#search queries per
search term
#different search terms
#search queries with
clicks on results,
without clicks on results
#unique search users
average performance/
response time
availability (uptime
minus downtime)
#incidents
usefulness - how useful
is the Intranet/Digital
Workplace
usability - how do
employees judge the
usability/user
experience

34. An Intranet team is not enough.
Intranet Team Digital Experience Team
Intranet Manager Content Manager Product Owner
Project Manager
UX/UI Designer
Frontend Developer
Subject Matter Experts
…
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Thank you!
LinkedIn http://www.linkedin.com/in/maeder
XING http://www.xing.com/profile/Thomas_Maeder
Twitter @ThomasMaeder
Thomas Maeder