User-centric service design in intranet development
Sinervo, Heidi (2022)
Sinervo, Heidi
2022
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Julkaisun pysyvä osoite on
https://urn.fi/URN:NBN:fi:amk-2022061417875
https://urn.fi/URN:NBN:fi:amk-2022061417875
Tiivistelmä
The present study discusses how service design and tools related to it can be successfully utilized in intranet development. During the project, an intranet solution for an expertise service, within a large, multinational, corporation was completely renewed. Expertise service serve only the company’s internal customers.
The aim is to apply both qualitative and quantitative research methods and study the following aspects: 1) What are the user groups expertise service’s intranet content is targeted for? 2) What kind of intranet content is relevant and appealing to the users?
The process focuses on creating a comprehensive picture of the starting point as well as on identifying the needs of the customers and expertise service by utilizing intranet statistics, data gathered from the customer contacts of the expertise service and by interacting with expertise service staff and their customers. Benchmarking was used to give the author insights into similar size organizations and see how their internet pages were created and what functionalities they used. Personas and card sorting were also utilized. A prototype was developed based on the information gathered during the study. The execution of the prototype was evaluated by the client company as well as by the customers whose involvement was seen important during the whole project.
The study indicates that service design methods can be considered beneficial in intranet development. Service design and co-creational methods aided in defining customer segments regarding basic level users, super-users, expert level users and ad hoc users. Customer segments were utilized when creating the intranet architecture and relevant content that fulfilled the personas’ needs.
The aim is to apply both qualitative and quantitative research methods and study the following aspects: 1) What are the user groups expertise service’s intranet content is targeted for? 2) What kind of intranet content is relevant and appealing to the users?
The process focuses on creating a comprehensive picture of the starting point as well as on identifying the needs of the customers and expertise service by utilizing intranet statistics, data gathered from the customer contacts of the expertise service and by interacting with expertise service staff and their customers. Benchmarking was used to give the author insights into similar size organizations and see how their internet pages were created and what functionalities they used. Personas and card sorting were also utilized. A prototype was developed based on the information gathered during the study. The execution of the prototype was evaluated by the client company as well as by the customers whose involvement was seen important during the whole project.
The study indicates that service design methods can be considered beneficial in intranet development. Service design and co-creational methods aided in defining customer segments regarding basic level users, super-users, expert level users and ad hoc users. Customer segments were utilized when creating the intranet architecture and relevant content that fulfilled the personas’ needs.