CSN handles Swedish financial aid and home equipment loans for students in Sweden and abroad with 11 offices in Sweden. When a new intranet project started Osynlig was selected as the lead UX partner.
The project was run as SCRUM and started off with an overall analysis and Assessment of the current intranet and its features. Several workshops were held with stakeholders to understand the organisation and connect the role of the new intranet in the overall strategy and vision for CSN. Target groups and their needs were identified through interviews, focus groups and live observations.
Each requirement was then defined as a user story connected to the effect goals and overall vision. A content strategy was created and a new information structure that reflected the requirements was tested with real users within the organisation.
When the new information structure was approved, we dug in to the concept and design part of the job. First, simple prototypes were created and tested with click tests and heat maps within each target group. When approved, the design process started. A new modern responsive design was created in accordance with existing corporate identity, with usability requirements WCAG Level 2 and the possibilities of the underlying system SiteVision in mind.
Over 50% of the 900 employees at CSN was active in the process of designing the new intranet. Key to the success was engagement and iterative feedback in the process, every sprint demo we invited curious employees to attend to see what was happening. The release has been well received and new social functions such as collaboration boards and personal tools are frequently used. The employees are experiencing a more user friendly structure and improved conditions for collaboration and creating a shared knowledge base, something that connects all the way back to the overall strategy and vision for the organisation.