April 2014
Bringing Experience Into the EnterpriseRevamping the Citrix Intranet
Andrew DayCitrix Customer Experience Group
Are Employees Customers?
Customers Have High Expectations
Great Experiences = Bottom-Line Success
Businesses Don’t Treat Employees as Customers
Wasted Time and Frustration Cost Money
Intranets: A Prime Source of Employee Frustration
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outdated or wrong• The IA is confusing• Employee profiles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!
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
Our Goal: Bring Experience Into the Enterprise
Discovery Phase: Setting Up for Success
Step #1. Sketch A Compelling Experience Vision
Step #2. Get Support from the Top
Step #3. Involve Stakeholders and Employees
Step #4. Put Experience Pros in Charge
Design and Build Phases:Getting to Great
Lesson #1: Rapid, iterative prototyping is key
Prototyping Revealed a Need for Better Profiles
People Want to Know More About Their Coworkers
Prototyping a Richer Profile
Lesson #2: The Content Revamp is Critical
Applying Consumer-Sector Content Standards
Lesson #3: “Mobile First” Forces Focus
Lesson #4: Agile Keeps Things Moving
Recap
Setting Up for Success
1.Sketch A Compelling Experience Vision2.Get Support from the Top3.Involve Stakeholders and Employees4.Put Experience Pros in Charge
Keys to Design and Build Success
1.Rapid, iterative prototyping 2.Focus on the Content Revamp3.“Mobile First”4.Agile to Keep Things Moving
The Rollout
Backstage is Rolling Out Now
Backstage is Rolling Out Now
Backstage HR Rollout