Delivering the Department of the Prime Minister and Cabinet’s Intranet Redesign

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The Challenge

The Department of the Prime Minister and Cabinet required the development of a new intranet to uplift knowledge management, internal communications and executive messaging capability. In order to deliver an intranet product that would achieve maximum buy-in and benefit to users, the executive sponsors of this initiative had a strong appetite to engage in user-centric design and Agile delivery.

In addition, PM&C’s channel management strategy recommended the implementation of a front door for users to access all the different services across the business. This provided a great opportunity for a new intranet to enable user self-service in achieving this. Key challenges to the initiativ included…

  • Tight delivery timeframes
  • Re-platform and content migration required
  • Advanced customisations required
  • Inconsistent approach to accessing business services

PM&C engaged E&A consultants to conduct user research, business analysis and delivery management for the initiative. Together, we’d help them achieve their vision for their user-centred intranet. One they could be proud of.

“[The team] has made a huge impact on this project, and contributed to the smoothest delivery I’ve seen.

— PM&C project sponsor

The Solution

E&A was first engaged in a user research project. This comprised in-depth interviews and workshops across all business areas to discover the archetypal intranet users and map their user journeys. We identified the most pressing pain points to be addressed and opportunities to be capitalised on. Key features that emerged as a high priority for users included; new corporate directory, commenting, social features, information currency controls and decentralised authoring capability.

5 user personas and 5 user journeys were created, complete with pain-points, opportunities, and prioritised product backlog.

These products enabled a high degree of clarity on the needs and priorities of users, and became the multidisciplinary Agile team’s “north star” during development.

Together, can we build it the right way.

Agile Delivery Using Scrum

Throughout the project, E&A consultants coached business in scrum processes within the multidisciplinary team to plan, package and deliver the user-research activities and product development tasks. Together, we leveraged the DTA’s Alpha/Beta/Live delivery pattern to design, build and test new product.

We worked closely with PM&C IT and business users to uplift their Agile capability, and make the scrum process not only valuable, but fun and engaging too.

We helped to develop wireframes, prototypes and requirements specifications for traceability between the business need and technical delivery.

Business and IT stakeholders engaged successfully in the Scrum roles and ceremonies, developing and validating user stories, business rules, Alpha wireframes and prototypes.

Alpha Prototyping and User-Centricity

During the sprints, the UX and UI designers leveraged Alpha wireframes and prototypes to rapidly iterate and design user-centric features. We showcased these deliverables to our business stakeholders for rapid user feedback and SES buy-in. This enabled a highly collaborative, value-driven and fast-paced approach. This approach was also fully aligned to the DTA’s Digital Service Standard – which was always front of mind.

E&A also applied this approach to redesigning the intranet’s Information Architecture (IA) and written content. We conducted an Automated Readability Index (ARI) assessment across written content (approximately 400 pages) and engaged with business areas to redesign high priority content. To engage at scale, we ran design workshops and developed a content redevelopment “playbook” guide, leveraging advice and guidance from the DTA, and other best practice approaches. We also designed tree testing and card sorting activities to gather data and feedback, and build prototypes to improve the intranet’s IA.

Direct input and feedback was received by more than 200 PM&C intranet users into prototype IA’s.

The intranet’s navigation and content was made much more user-centred, with information being easier to find.

Beta to Live

Drawing from the DTA’s Digital Service Standard, the project team launched the new intranet as a Beta product, in parallel to the current state, and invited feedback from users. This launch strategy ensured that business continuity could be maintained. It also ensured that our user-centric consultative approach could achieve maximum buy-in and benefit to users.

User feedback was canvassed through a feedback ribbon feature available on the intranet’s homepage.

Hot-fixes and new features were rapidly prioritised, scoped, designed, and delivered to address user needs.

The Benefits

The new intranet now supports PM&C’s users in their daily work and has uplifted executive messaging and internal communications capabilities.

Outcomes achieved:

  • Agile and user-centred design capability uplifted,
  • Corporate directory completely redesigned and rebuilt,
  • Modern news centre implemented, including social features and commenting,
  • Full content and data migration and re-platform from SharePoint 2013 to 2016, and
  • Intranet successfully delivered within 4 months of initiating development sprints.