The document discusses transforming an intranet to shape the digital employee experience. It describes establishing goals for the intranet to deliver engaging communication, promote collaboration, and provide work support. The evolution of the intranet at Swisscom is summarized, going from a consolidated platform in 2009 to the current employee portal with new collaboration capabilities. Key lessons learned include making the intranet useful, treating it as an ongoing product, and using facts over opinions to guide improvements.

1. Transforming the Intranet
to shape the Digital Employee Experience
Thomas Maeder
Intranet & Digital Workplace Conference
Brussels, 24.05.2018

2. 2
Hello!
LinkedIn http://www.linkedin.com/in/maeder
XING http://www.xing.com/profile/Thomas_Maeder
Twitter @ThomasMaeder
Thomas Maeder
TransformingtheIntranettoshapetheDigitalEmployeeExperience|T.Maeder24.05.2018

3. 1. Goals,evolutionandlessonslearned
2. Integratingcommunication,collaboration
and dailyworksupport(employeeservices)
inoneuserexperience
3. Establishcontinuousimprovementand
measureprogress
24.05.2018TransformingtheIntranettoshapetheDigitalEmployeeExperience|T.Maeder
3

4. 4
Context
Swisscom's employee portal serves
all ≈ 17’000 employees in Switzerland,
with various job roles, working at
≈ 30 geographic locations and speaking
either German, French, Italian or English
≈ 4’500 Information/Knowledge Workers
≈ 4'500 Subject Matter Experts
(Legal, Finance, Human Resources, Engineers etc.)
≈ 5’500 Touchpoint Workers (Shops, Call Centers,
Field Services)
≈ 1’500 Managers
≈ 1'000 Apprentices, Trainees
24.05.2018TransformingtheIntranettoshapetheDigitalEmployeeExperience|T.Maeder

5. 24.05.2018
5
TransformingtheIntranettoshapetheDigitalEmployeeExperience|T.Maeder
Goals, evolution
and lessons learned

6. 24.05.2018
6
TransformingtheIntranettoshapetheDigitalEmployeeExperience|T.Maeder
…provide an indispensable
digital assistant
for the working day…
Vision

7. Goals – the purpose
 deliver an engaging, state of the art
employee communication/news portal
 promote corporate-wide dialogue,
networking and knowledge exchange
 provide effortless support for common
daily work/employee services
 strengthen corporate identity,
culture and belonging
7

8. Evolution – Intranet transformation journey
≈ every 2 years a "major release", every quarter a "minor release"
2012
Intranet 2.0
• new UX, mobile access
• Basic social features
• upgrade SP2010
• …
2009
Intranet 1.0
• Intranet consolidation
• 1 platform (SP2007)
• 1 user experience
• 1 governance
• …
2014
Intranet 3.0
• self service collaboration
• change & community
mgmt
• improved social features
• upgrade SP2013
• …
2016
Employee Portal 4.0
• new IA, responsive UX
• improved editorial features
• digital experience team
• agile development
• upgrade SP2016
• …
2018
• new collaboration capabilities
• optimize employee services
• improve findability/discoverability
& content relevance
• upgrade O365 hybrid
• …
Employee Portal 5.0
8

9. Lessons learned
 Useful + Usable = Used
 An Intranet as a product, not a project
 Dream big, but deliver often
 Facts beat opinions
 An Intranet team is not enough
 Toolset + Skillset + Mindset
9

10. 24.05.2018
10
TransformingtheIntranettoshapetheDigitalEmployeeExperience|T.Maeder
Integrating communication,
collaboration and daily work
support (employee services)
in one user experience

11. 24.05.2018
11
TransformingtheIntranettoshapetheDigitalEmployeeExperience|T.Maeder
What should the Intranet/Employee User Experience be like?
What should the Digital Employee Experience be like?

12. 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
How does a typical working day look like?
12

13. News
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
Meeting
Business
Application
A
News HR
Business
Application
News
E-Mail
Employee
Self Service
E-Mail
News
Search
& Ask
Collaborate
Meeting
Employee
Self Services
Search
& Ask
Search
& Ask
Search
& Ask
News Search
& Ask
Meeting
Meeting
How does a typical working day look like?
13
Collaboration TransactionsInformation
& Knowledge
4'500
4'500
5'500
1'500
Meeting
E-Mail
CollaborateE-Mail
Business
Application
B

14. Swisscom Employee Portal
User Experience Framework
News Work About us
Find, Ask & Discover
Notifications
share,
discuss, learn
Repositories
APIs
Integration
14

15. Swisscom Employee Portal
User Experience Framework
News Work About us
Find, Ask & Discover
Notifications
share,
discuss, learn
15

16. 24.05.2018
16
TransformingtheIntranettoshapetheDigitalEmployeeExperience|T.Maeder
News/Employee Communications (top-down&dialogue)

17. 24.05.2018
17
TransformingtheIntranettoshapetheDigitalEmployeeExperience|T.Maeder
Blogs (bottom-up&dialogue)

18. 24.05.2018
18
TransformingtheIntranettoshapetheDigitalEmployeeExperience|T.Maeder
Collaborationanddailyworksupport(employeeservices)

19. 19
Rich Employee Profile

20. 24.05.2018
20
TransformingtheIntranettoshapetheDigitalEmployeeExperience|T.Maeder
Search & Ask

21. 24.05.2018
21
TransformingtheIntranettoshapetheDigitalEmployeeExperience|T.Maeder
Responsive UX/UI

22. 24.05.2018
22
TransformingtheIntranettoshapetheDigitalEmployeeExperience|T.Maeder
Establish continuous
improvement
and measure progress

23. Howtokeepthingsgoing?
VisionVision Purpose/GoalsPurpose/Goals RoadmapRoadmap
imagine…imagine… focus…focus… deliver…deliver…
++ ++

24. 24
TransformingtheIntranettoshapetheDigitalEmployeeExperience|T.Maeder24.05.2018
Continuous, agile improvement

25. 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
…
25

26. Facts beat opinions 26

27. 27
Some helpful KPIs
 #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

28. 24.05.2018
28
TransformingtheIntranettoshapetheDigitalEmployeeExperience|T.Maeder
Modern Intranets
have the power
to change
the experience of employees
every single day,
and through that
the entire organization.

29. 29
ThankYou!
LinkedIn http://www.linkedin.com/in/maeder
XING http://www.xing.com/profile/Thomas_Maeder
Twitter @ThomasMaeder
Thomas Maeder
TransformingtheIntranettoshapetheDigitalEmployeeExperience|T.Maeder24.05.2018