Project: Content usability, architecture, development

Tauber Kienan developed solutions that would enable employees to access and act on information quickly

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The Challenge: A leading enterprise software company was doing a great job of supporting its clients’ back-office systems so their employees could work efficiently. Now, the company realized, it was time to put its own intranet in order. The company had given each department responsibility for producing its own intranet content. But those ad hoc content producers, who were experts in their own fields, had almost no experience with presenting content effectively. They had their eyes keenly on their departments’ core missions, but keeping the intranet updated often fell to the bottom on the list of priorities. The easy solution was to post policy documents for downloading, but that left users searching for answers to simple questions scanning 25-page documents — often, users simply gave up and reached for the phone. Also, this global company’s intranet contained only American-centric information. Presenting the information for faster access, better retention, and a more international audience would improve compliance with internal policies and processes.

The Solution: The software company called on Tauber Kienan to conduct a usability review, work with a usability lab conducting testing, and develop solutions that would enable employees to access and act on information quickly. Rather than spending time on the phone gathering the information they needed to do their jobs, the company wanted its employees to be able to go to the intranet for assistance. Improved employee self-service would be more cost effective and improve productivity. Without altering the basic design of the existing intranet, Tauber Kienan used industry best practices and the results of usability testing to create models for an easy-to-use task-oriented system.

The Outcome: When questions arise about expense reimbursement, travel arrangements, or setting up an office, employees can log on to the intranet for answers rather than picking up the phone. Compliance with purchasing guidelines has increased and use of preferred vendors is on the rise. Employees can work more efficiently, enabling the company to save money.