Forget the look-and-feel. Put it out of your mind. The look-and-feel or design of your intranet or portal is window dressing – a distraction from what employees need.
I mention this as we (Prescient Digital Media) talk with so many clients and prospective clients that want to see ‘screenshots’ as fast as possible. Screenshots are important and serve a purpose, and I completely understand having run an enterprise intranet before; everyone wants to see what others are doing.
Fidelity Investments intranet home page
However, don’t ask me to produce a design concept in response to your RFP when I, and all other vendors, know virtually nothing about your intranet other than the very select information provided in the RFP itself. If I whip up a design concept it will be entirely flawed, pointless, and completely counterproductive because it’s based entirely on guesswork because I don’t know:
- The cultural preferences and needs of employee users to different design treatments
- The mandatory or necessary requirements of business owners and senior managers
- The subtle nuances of a preferred an optimized information architecture
- The optimal page layout (whether 2, 3, 4 or more columns) with the right ration of text to white space (which varies for every organization depending on their culture and level of web savviness of users)
- The necessity nor capacity for individual personalization and customization
- Political consideration for the use of the home page
- Strategic initiatives of the organization that must be hooked into the intranet
- The type, quality and quantity of content on the intranet
- Etc., etc.
If I know little or none of the above, to what end or what purpose is served by developing a design concept based on guess work? To qualify our design capabilities? If you’re choosing an intranet consultant based on their ‘design’ abilities then you have no business running an intranet (see How to hire an intranet consultant).
That’s not to say that design (look-and-feel) doesn’t play a roll and isn’t important to users. Design is important, but it doesn’t crack the top 6 or 7 priorities. On average, based on my experience working with dozens of intranet clients, design is equivalent to between 8 – 12% of the total intranet’s value. What is really important is content (20-30%), search (15-20%), information architecture (20-30%), and governance and planning (20-30%).
Unlike YouTube or an entertainment website, users don’t really care about design nor video, flash, and bells and whistles that distract and entertain. Employee intranet users want one thing: to complete a task or to find the content or tool they need to do their job, and to do it or find it as fast as possible. In short, employees want speed. On our roads, speed kills; on our intranets, speed wins.
The following represents our updated model (based on many years of experience), the Nexus of Intranet Success, which visually depicts the critical components of a successful intranet.
Note the importance of people, particularly executives (executive support) and end users (motivated employees). Design helps facilitate the process, but never should be the focus or centerpiece. Argue with me or debate me if you like, but you will lose (see the original feature, Nexus of Intranet Success).
Just as the intranet is evolving and in need of constant refinement, I’m still refining this model as technology, employee needs, and companies change and evolve. More to come in October...
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