Bringing experience into the enterprise - revamping the citrix intranet By: Andrew Day
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Transcript of Bringing experience into the enterprise - revamping the citrix intranet By: Andrew Day
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April 2014
Bringing Experience Into the EnterpriseRevamping the Citrix Intranet
Andrew DayCitrix Customer Experience Group
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Are Employees Customers?
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Customers Have High Expectations
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Great Experiences = Bottom-Line Success
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Businesses Don’t Treat Employees as Customers
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Wasted Time and Frustration Cost Money
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Intranets: A Prime Source of Employee Frustration
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The Citrix Intranet Is No ExceptionEmployees say:
• Search doesn’t work• Much content is
outdated or wrong• The IA is confusing• Employee profiles
are particularlyinaccurate
• It’s easier to ask theperson at the nextdesk for help, than tolook for help on theintranet!
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The ROI Question
• Cisco claims “$25 million ROI” on intranet revamp• Oracle and GE claim >$1 million ROI • Avenue A / Razorfish: ROI is irrelevant – an intranet is as
essential as email, so it has to be made to work well
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Our Goal: Bring Experience Into the Enterprise
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Discovery Phase: Setting Up for Success
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Step #1. Sketch A Compelling Experience Vision
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Step #2. Get Support from the Top
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Step #3. Involve Stakeholders and Employees
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Step #4. Put Experience Pros in Charge
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Design and Build Phases:Getting to Great
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Lesson #1: Rapid, iterative prototyping is key
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Prototyping Revealed a Need for Better Profiles
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People Want to Know More About Their Coworkers
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Prototyping a Richer Profile
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Lesson #2: The Content Revamp is Critical
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Applying Consumer-Sector Content Standards
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Lesson #3: “Mobile First” Forces Focus
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Lesson #4: Agile Keeps Things Moving
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Recap
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Setting Up for Success
1.Sketch A Compelling Experience Vision2.Get Support from the Top3.Involve Stakeholders and Employees4.Put Experience Pros in Charge
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Keys to Design and Build Success
1.Rapid, iterative prototyping 2.Focus on the Content Revamp3.“Mobile First”4.Agile to Keep Things Moving
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The Rollout
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Backstage is Rolling Out Now
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Backstage is Rolling Out Now
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Backstage HR Rollout
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