Tag Archives: user testing

How to succeed with mobile collaboration

On day 2 of the WCMS14 conference I ran a workshop about mobile collaboration. People can help each other or can ask for help to collaborate. Having mobile access means you can do this whenever you need to and not have to wait any more. To achieve this there are four areas to focus on:

  1. Make it easy
  2. Manage it smartly
  3. Technology has to meet business needs
  4. Involve people with mobiles

1. Make it easy

The main point is to create an overall consistent experience for people whatever device they use. With more mobile devices than traditional PCs being sold now, organisations should put the need of mobile people first.
By removing the barriers, mobile users don’t need extra logins to be able to collaborate online. It should also be possible to collaborate while offline and the tool synchronise and update automatically.
Research with mobile users what they need most to help them collaborate online, what experience it needs to be and identify tools with the best adoption rates and understand why.

Manage it smartly

It is important that any governance is built to help people collaborate while mobile and not hinder this aim. By extending existing publishing standards to cover mobile use appropriately you continue with one governance framework. The same applies to roles and responsibilities for content and app owners as well as intranet managers.
The findability of content is critical. Having one search engine that covers all the information architecture helps to achieve this. The decision over whether you have one version of the content or app which is responsive to different designs or different versions for each size screen will depend on the information architecture you develop and on security needs.
How long is it before information become knowledge? Your answer to that will decide whether all your collaborative content stays online and is searchable or is archived after a period of time or inactivity or removed permanently. There are no right or wrong answers but you do have to decide what is best for your organisation.

Technology has to meet business needs

Make sure you have the right solution for the right business requirements. This means being very clear what you need before you start to research the technology that can meet your business needs. It will probably also mean you don’t choose the top solution, partly due to the costs, but also because it provides features and functions that you have no immediate or foreseeable need for.
Any technology for mobile collaboration bought or developed needs to be configurable and shown to work with existing systems and platforms.
You need to consider how many operating systems your organisation will support for the different mobile devices used for mobile collaboration. This needs to cover the issue of BYOD. A balance needs to be struck which may be something like x number of operating systems will be guaranteed to give a good mobile user experience and support y mobile devices. You can choose other mobile devices but you should not expect to be guaranteed a good mobile experience.

Involve people with mobiles

You should not assume what collaboration tools people with mobile devices need. You need to research their needs not just make something accessible from a mobile device and say the experience is good enough.
Involve people at the earliest stage of developing the user experience. As soon as the development is good enough for basic use it should be thrown open to mobile users to test out. They can feedback any problems or improvements that will help them to collaborate better to be acted upon.
A perpetual beta development status can be adopted for the mobile collaboration tools to avoid long delays in improvements, the need for major re-launches. Small, incremental, changes can be made quickly based on clear feedback and involvement from mobile users.
Lastly the testing can be a formal User Acceptance testing approach or more informal and open to anyone with a mobile device to use at any time. The process needs to be transparent and a playground/sandpit available where all development can be tested out. This may need IT to change its approach!

Summary

  1. Remove barriers that prevent adoption
  2. Have one governance framework
  3. Right mobile collaboration tools that meet needs
  4. Involve people who use mobile

 

How to help people to find your content

One of the areas that I get asked for help with is how to make it easier for people using their intranet to find the information they need for their work.

How people are able to find your information or site is critical to how good their experience of it is.  It’s no good having this fantastic source of knowledge on your intranet if no one can find it!

If you are making a major change to your intranet or maybe a smaller improvement to it e.g. launching a new site, it is very wise to test it with some volunteers who can feedback and influence any refinements so it gives the best experience when launched.

One way to help you is to create an information architecture – a structure and menu to help people find their way around your intranet easily – to test with people who could benefit from this new information to be launched.

An online testing tool can take the guesswork out of information architecture and help you check where the right place should be as well as the most suitable headings.

I have found ‘tree testing’ – a usability technique for evaluating the findability of information – is a good way with a simple text version of your intranet structure and hierarchy.  You can also use it to test the structure of a new site to check the content and headings are shown in the best way.

A small amount of funding for online testing can save you the time and effort second guessing where people may expect to find your content.  It will also help people who need to use your information having a better experience.

Can you recommend a tool that has helped you?

A great mobile experience needs….

In my previous post in this series on mobile ‘Good governance signals right mobile direction’ I said mobile is one of the key drivers for the transformation of intranets into digital workplaces which could become mobile workplaces but progress is patchy.  It is no surprise if I say setting the right direction for your organisation with mobile is critical.  Having some good governance principles helps you to continue in the right way and underpin your strategy.

We also need to give people a great mobile experience.  But what exactly does that mean?  Here are my thoughts on what is needed to achieve this in my last post in this series.

Mobile audience

Firstly, you need to make sure the people who will benefit the most are able to use a mobile device.  You need to be clear who will benefit from having a mobile device.  It probably will not be everyone.  Even if it is, you will need to prioritise who has the greatest need.  Factors like the number of people involved, time spent away from their place of work and what contribution they can make, will help decide the greatest need.

When you have the right people then you can find out what information and which services they most need, when they need to use them and how they need to use them, to be able to design and test for a good mobile experience.

Mobile devices

Secondly, you need to choose which mobile devices are the best tool to help people with their work.  For example, is it a laptop, tablet, or smartphone, or maybe a combination of more than one of these that is needed?  Will you let people bring their own devices to work or will your organisation provide them?  These decisions are critical and will depend on your organisation’s corporate values, type of employees, security, funding and speed of adoption.  Once these decisions have been made you can then focus on how you start to create a good mobile experience.

Once you know how to support the type of devices and size of screens being used, and the main purpose people will be using their mobile device for, you can start to create a good mobile experience.

Mobile platform

Lastly, you need to make sure you have the right infrastructure to support the needs of mobile workers in your organisation.  This means access to the information and tools needs to be 24/7 and not just normal working hours.  It means business continuity plans must include how people will still have mobile access to what they need for work.  Your organisation needs to consider the different mobile operating systems and devices it will support; what is the cost; what should be the limit; which systems and devices will have most overall benefit?

You also need to give a fast connection when mobile workers need it for their work to the information and tools.  Why would you want a mobile device if you find it takes ages to connect to any content or services you need to use?

Good mobile experience

So, what is needed for a great mobile experience?  These bullet points help summarise the posts on mobile:

  • A mobile strategy aligned to business needs
  • Supported by a governance framework
  • Helping meet the needs of people using mobile devices
  • Research and test with mobile users
  • Get the infrastructure in place
  • Have a policy on using mobile users for business purposes

If you need any more information please contact me.

Good governance signals right mobile direction

In my previous post in this series on mobile I asked ‘Why you need a mobile strategy‘ and showed that mobile is one of the key drivers for the transformation of intranets into digital workplaces which could become mobile workplaces but progress is patchy.  It is no surprise if I say setting the right direction for your organisation with mobile is critical.  Having some good governance principles helps you to continue in the right way and underpin your strategy.

Mobile governance principles

You need to have the following in place:

  1. A champion who will sponsor your strategy and the direction you take
  2. Stakeholders who represent your organisation’s key business areas and functions with the right decision-making authority
  3. Roles and responsibilities that include meeting the needs of mobile users
  4. Standards for owners of content and tools to follow so mobile devices can easily use these

Mobile standards

You need to have standards consistently but appropriately applied for mobile content and apps.  This may mean a change of focus to how your publishing standards are applied to how content is already used.  I will focus on three standards which are most important to a good mobile experience:

Security

It is critical to protect the intellectual property and commercial interests of your organisation.  It is also important to make the method of accessing content and apps from a mobile device secure and easy to do.  It is no good having several logins with different passwords just to quickly look up a person’s contact details you need to quickly check something with just before you enter a meeting.  People just won’t have the time and patience to follow this method.

But you do need some intelligent software working in the background to ensure you know who is accessing content with a mobile device.  Getting the balance right between these two needs is sometimes delicate to achieve but essential for the benefits of mobile use to be achieved.

BYOD

Bring your own device is increasingly seen as important to employers and employees.  It offers businesses opportunities and productivity benefits if it can be successfully introduced.  It manages the threats from wider security systems by having processes to monitor these.  You need a BYOD policy for mobile devices coming onto the network that may not have been checked.  By a combination of tools to implement it and educating and building trust with employees on how to use mobile devices this can help.

Usability

This is even more important than usual because of the smaller and different screen sizes for mobile devices.  Think about the difference in size of screens between a smartphone, tablet, and laptop.  Yet you will need mobile workers to be able to use the device that is best for their needs.  You need to get your content editors and apps developers to think about mobile first when designing how people need to use their information or apps for their work.  This may be some mind and culture change for some people!

The interface for each device needs to be clean, simple, with any key functionality easy to find and use and unnecessary links, extra content, and functionality stripped out.  Always test with mobile users at each stage of development and before launching to check it will meet their needs.

My last post in this series will focus on the mobile experience.

7 navigation principles for mega menus

Many organisations are are planning to or already use mega menus on their intranet to help employees navigate to the information or tools they need to use.  I have been involved in developing several mega menus based on different business needs while helping with SharePoint 2010.  Some have been more successful than others at giving a great user experience……….and that’s what you are really aiming to achieve.

People need to be confident wherever they are in the intranet and with what they need to go and do next.  I believe some navigation principles help you decide if a mega menu is for your intranet.

Navigation principles for mega menus

  1. It helps people get to what they need more quickly.
  2. The headings are consistently placed in the same position on every page.
  3. The headings are specific and clearly labelled to avoid any confusion or hesitation.
  4. The content under each heading is relevant to the heading’s title and links to the right page.
  5. The content under each heading should only be the most important and popular headings – don’t try to duplicate all your intranet.
  6. The size of the each section of links under each heading should be limited and be used.
  7. Test it with a sample of people first before launching or making any major changes every time.

My view is the mega menu must help people to get quickly and easily to the most important and popular pages they need to use on the intranet.

I have experienced both static mega menus (same headings, position nd links) and moveable menus that change as they follow you around from one part of the intranet to another.  The feedback has been almost universal from people using them.  Static menus work and changeable menus cause confusion and are avoided by most people.

When people are more familiar with and use the intranet more frequently maybe you can test with people want to change to moveable headings and content depending on where they are in the intranet?

Help with intranets, digital workplaces, collaboration and SharePoint

Thinking about what is the best way to implement SharePoint 2010?

Are you looking for good examples of managing intranets?

Are you planning how to transform your digital workplace?

Maybe you want to use collaboration tools to increase employee engagement?

Now you can find helpful information on all these areas in one site.  It combines my first-hand experience managing BT’s intranet with my knowledge and help improving other intranets to show how you can improve your intranets and digital workplaces.

If I can help you further please contact me whenever you want to.

5 tips to succeed with an intranet business case

I recently discussed this subject with some intranet practitioners in Copenhagen at an IntraTeam community of practice meeting. Several people there had yet to experience the excitement of knowing a business case had been approved or the disappointment of one being rejected.

I know how both of these experiences feel from first-hand experience when I was the BT intranet manager! It was the frustration rather than the disappointment with the rejection of a business case that has stayed with me longer. Frustration because I couldn’t get the people deciding to ‘get it’ and realise how much it would improve the intranet, the experience of people using it, and the business overall that I felt so passionately about.

How to succeed

You need to ask yourself if a business case is needed at all. Maybe by using open source technology there will be no costs that need you to ask for funding? Maybe you do need to later when you have something more convincing, more persuasive even more tangible, in the benefits you can demonstrate have been achieved by what you are doing.

Tip 1: Pick your timing to give yourself the best chance.

You need sponsors, preferably senior sponsors, better still the CEO as your sponsor. The more strategic and senior the level of support gained by you in your organisation, the better your chances of success and your efforts and time to achieve it will be rewarded.

Tip 2: Build up your relationship with your stakeholders.

You need to be complete in your business case.  That means include all the costs – technology, licences, support, training, and implementation. But don’t forget all the savings – paper, accommodation, time, benefits – productivity, better decision making, risks avoided to brand, and reputation. There could also be revenue generated from extra sales because what you offer could mean more time and ability to compete than before for new business.

Tip 3: Don’t leave off something which could come back to bite you and affect your credibility with future business cases.

You need to consider the wider context for your business case. Is your organisation looking to expand or is it just trying to survive? What is your organisation’s strategy? Is your intranet strategy in line with it? Is your business case connected to your strategy (make sure it is!)? You need to align what you will achieve with the organisation’s values – teamwork, openness = collaboration tools.

Tip 4: Choose your agenda and use the language your audience will recognise.

You need to make your business case as compelling as possible.  That means showing as many savings – money not leaving the organisation – and income – extra money coming in – that can justify.  While there will be many benefits from productivity and reduced risks, it is the bottom line that will be the main focus and the hardest to achieve.

Tip 5: Focus on the savings and benefits which are most important to your organisation.

Lastly don’t forget to use every weapon in your artillery to help convince your sponsors of what your proposal will achieve. In addition to the five tips you can highlight how it fits with the organisations’ values, the downside of not approving the business case and risks being taken by that decision.

Good luck, be passionate about your business case. GO FOR IT AND WIN!