Confecámaras ( a non- for-profit private entity that coordinates and supports the work of chambers of commerce throughout Colombia) had recently implemented an off-the-shelf intranet system to support knowledge management in the organization but were having problems to get their employees to use it. Initially they approached us at Háptica to create an internal marketing campaign under the assumption that the problem was one of visibility and engagement of the platform. For this project I planned the research and took part in conducting the interviews, Synthesizing the insights into strategic directions, developing concepts for the new information architecture and functionalities, and the visual interface design.
After a heuristic evaluation of the platform, and contextual interviews with employees about their experience with the tool and the context it was meant to support, we understood that the system didn’t serve a clear purpose for them and that posting things their colleagues could use to the platform (one of the key metrics and goals they wanted to achieve with the platform) was perceived as an additional obligation to their daily work when they had to go out of their way to build or share content.
Based on the findings, we developed concepts for new features to support and coordinate the work of employees across branches ( a critical unmet need that emerged from the research) as a "trojan horse" to harness the information they were using in their daily workflows and professional development to populate the platform's public feeds.
From research findings we understood that the intranet could provide an opportunity to streamline work coordination (it was managed in a disarticulated way through email, Skype, phone, etc) and proposed a project dashboard feature that allowed people to track project tasks, completion, and participant contributions as the main interaction (Integrated with their current tools).
From a lack of appropriate web presence, people across regions were often wondering who could have the right expertise or resources to contribute to their work. For this, we proposed an “open petition” feature where users could post information, or talent requests through questions that would then be directed to people with the right expertise and region through a series of tags and filters.
We proposed the use of a bookmarklet extension that could redirect interesting content they used from their browsers, into the intranet either as project-specific content to support their work with partners or as public posts available for all users of the intranet.
The concepts were prototyped and received positive reactions from the employees and upper management and price estimates for development showed viability to the changes needed.