Case Study - UCD

Project Description

Intranet portals are at the heart of an enterprise. Companies build portals to improve productivity and cut costs. Naturally, employees must extract maximum advantage from them, and they’ll feel motivated to do it only when the portal design is user-friendly. The scenario designs and goals from the portal must be clearly defined and executed for best results. This case study involved improving upon an employee-facing internal portal for a leading provider of end-to-end IT services and solutions to Global 1000 companies, using the user experience (UX) design method.

Business challenge
The client’s internal team used, supported and maintained the portal. Major challenges centered around content navigation, providing individual sub-portals for each of the 12+ sub teams who supported 80+ services to 5000 employees, the low usage rate (a mere 10%) and very less SharePoint customization to speak of.

My approach

  • I first conducted heuristic evaluation to get a clear idea about the existing portal usage from the SharePoint Usage Report
  • As I always do, I examined the problem more closely by meeting with stakeholders over coffee and lunch
  • The next major step was to follow-up with users randomly picked from the SharePoint Usage Report. To get the opinions of as many users as I could, I developed and distributed an online survey for 300 users to fill
  • Based on the survey results, I created a poster-sized design concept and pasted it on the wall. It was for users to evaluate and provide feedback
  • After collating user feedback, I went on to conduct usability testing on a high fidelity prototype, and then applied a suitable visual design on the final approved prototype

Processes used

  • Requirement Analysis - User Profile, Task Analysis and Goal Settings
  • Design phase - Conceptual Design, Usability Testing, Iteration and Final Design
  • Implementation phase – Designer and Developer Collaboration


  • A three level navigation system now enabled users to fast-track their task from the main page
  • The incorporation of a slide-in menu for all the individual teams allowed easy navigation to their respective team page
  • In my final user testing, first level users (who provided support to 5000+ second level users) were able to find and finish their tasks quickly, and second level users were able to locate the information they needed very easily

Initially, first level users were using docs and spreadsheets to track information necessary for completing their tasks. This was a cumbersome, time-consuming process. After changes to the design with a UX focus, users are now accomplishing 82% of their work on the new portal as it provides information quickly at their finger-tips. Additionally, just 15% of second level users are now using Outlook and chat to get information from support teams.

Project Info

  • Client
    IT Service Company

  • Date Mar 2015
  • In
    Case Studies
  • Place
    United States

  • URL

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