Genworth Financial is a fortune 500 insurance company located in Richmond, VA. In 2014, the IT team introduced a new company-wide Intranet platform that was home to vital employee management tools and resources. However, a majority of users found it difficult to navigate.
To understand user motivations & problems in order to design a central intranet directory that allowed for a simple user experience.
Using the features of Google Analytics, I was able to identify:
Most visitedlinks/resources on the intranet.
Where users spent the most amount of time.
20+ users observed
30+ hours logged
Method: Held workshops and one-on-one sessions where I observed user frustrations and activities as they explored the platform.
Users spent 5+ minutes trying to recall memory of desired page locations.
Users were unaware of available help documentation.
Several pages on the intranet contained broken links.
Users felt confident in their abilities to find desired pages/tools.