National Insurance Provider

Challenge

A National Insurance Provider engaged User Centric to redesign their entire Intranet, affecting 25,000 pages of content and over 1,800 employees.  The existing site proved too difficult for employees to find content and do their jobs effectively.

User Centric Approach

User Centric recommended and executed a full redesign process representing three phases, including Discovery and Evaluation, Information Architecture and Iterative Design, and Usability Testing and Template Design. 

During the first phase of discovery and evaluation, User Centric conducted one-on-one interviews to help identify key types of content, needs, and site objectives.  The second phase involved card sorting activities with stakeholder teams, testing of proposed information architecture with department representatives, post-test iteration of information architecture and site map with stakeholders, and several cycles of iterative design.  The final phase included usability testing of wireframes, post-test iterations, and the creation of the final page templates, navigation guide, style guide, and a handover to the IT department for execution.

Result

The result was a completely redesigned intranet, including home page and five levels of page templates. The 40+ templates reflected a new navigation structure and re-organized content, as well as third party content identified by key stakeholders. The new intranet was very well received by users.

The National Insurance Provider subsequently won two awards for the redesigned intranet, including a Silver award from HMR Publications Group, publisher of Healthcare Marketing Report, Annual Healthcare Awards Competition.