osc share point 2010 make you intranet successful - 17th feb 2012 - public

Karl Redenbach

Lee Ralph

Make Your Intranet SuccessfulUser Adoption and Usability, Change Management, Governance, Current Trends

SHAREPOINT CONSULTING INFORMATION MANAGEMENT BUSINESS PROCESS AUTOMATION

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

Agenda

IntroductionWho 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 AUTOMATION

IntroductionOSC 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

Introduction to SharePoint 2010What 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”


Key drivers for a successful Intranet


How do we get there? Use the right methodology!

User AdoptionChange Management

Usability

Information Management

Governance

• Training• Communication

• Solve user problems• Make it an enjoyable experience

• Search• Information Architecture

• Manage / maintain / monitor solution

• Infrastructure / Users

Usability


Effort

40%

40%

20%

Project Approach

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.

Change Management

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


Be innovative…

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.

Governance

Simplifying Governance

Define a Governance Strategy A good Governance Strategy, leads to a great

Training Strategy

Define Roles and Responsibilities Consider including Roles and

Responsibilities within employee KPI’s Involve key business stakeholders in

decision making IT should not “own” the platform Make governance visual


IT

Information management

Applications

Governance

Make Governance Visual


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.

osc training offering


What’s the difference?Usability User Experience

What is usability?


Usability is the measure of the quality of the user experience when interacting with something – whether a:

web site; traditional software application; or any other device the user can operate in some way

Jakob Nielsen

Definition

Analysing how users engage with a system ensures it is built appropriately. We understand how users engage by asking:

Who are the users of the product or system? Where will they interact with it? What do they want to do with it? How are they naturally inclined to operate it?

Purpose

User experience and 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).

What is web accessibility?

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”

SharePoint Design Based on Mobile Device

Familiar Interface

Icon driven Simple

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.

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.

AMP Intranet

Company-wide news Team news Access to personalized news

feeds Recent content from the media

library, blogs, and wikis.

AMP Intranet Search

Ratings driven search Content using a star rating

scale Adding tags / comments to

help the search engine identify content

Verizon

News Productivity tools Business unit specific news &

information Email inbox & calendar

viewing functionality

Verizon

Promoting collaboration Group Pages allow online

collaboration and document sharing for teams

Promoting ownership by showing group members

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

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

Themes amongst winners

Mobile friendly intranets Mimicking trends of popular web sites

Mega menu navigation Drag and drop functionality so individuals can

customise their page

Strong Search Predictive text & suggested search terms Faceted search

Participatory sites Encourage information sharing through

repositories Facilities to start & join discussions


Facilities to submit ideas for improvement Recognition given for participation

Sites relying on the power of the community Functionality supporting ratings, comments,

views, actions Feedback facilities Transparency in what people are doing

What’s HOT

https://mysite.nsynergy.com/ootb/person.aspx

Issues contributing to poor user experienceWhat’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


Improve Usability

CRAPSTRATEGY CONSULTING SUPPORT SHAREPOINT CONSULTING INFORMATION MANAGEMENT BUSINESS PROCESS

AUTOMATION

Contrast Repetition Alignment Proximity

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



Repetition Repetition is really about consistency 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

Think about the task your users are carrying out


Where do you put your knives / spoons / forks?

Ok now put away a penknife…

OK now put away this box cutter…

This behaviour is entirely consistent with the task that the object is used for.

They are all knives – why put them in different locations?


Alignment Alignment is probably the

most dramatic visual treatment you can do to a design to make it appear visually easier to use


Which looks easier to complete?


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


http://www.bbc.co.uk/

OSC design process

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


What we do…

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.


End PresentationSHAREPOINT CONSULTING INFORMATION MANAGEMENT BUSINESS PROCESS AUTOMATION

osc share point 2010 make you intranet successful - 17th feb 2012 - public

Technology

document management

managementchange management

business intelligence

organisational process

current business environment

good governance strategy

key business stakeholders

user problems usability