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Customer-Approved: Leveraging User Experience Principles to Create an Employee-centric HR Portal
Rodney Jordan, Director, Employee & Global Functions Communications Saskia Hoppe, Senior Manager, Communications Analytics
Coca-Cola Enterprises
Three Core Areas of Expertise
Employee/HR Communications
& Portal
Change & Global Functions
Communications
Communications Analytics
MISSION: To provide world-class, data-driven, end-to-end capabilities for employee, change, and global functions communications that drive employee engagement and business performance.
HQ
Manufacturing
Brussels
Antwerp Chaudfontaine
Gent
Paris
Clamart Dunkirk Grigny
Toulouse Marseille
Uxbridge
East Kilbride Edmonton
Colwall Milton Keynes
Morpeth Sidcup
Wakefield
Rotterdam
Dongen
Oslo
Oslo
Stockholm
Stockholm
Sofia
Atlanta
Coca-Cola Enterprises
The Vitals • We package and distribute • ~12k employees across 8 countries • 17 manufacturing sites • Over 50 nationalities • 60% unwired workforce
Connect CCE employees with the right systems and information.
Anytime. Anywhere.
EMPLOYEE APPROVED
Our Vision
Effective - Efficient - Engaging - Error tolerant - Easy to learn
& ACCESSIBILITY
User Experience Model
Content Functionality
Time Physical space and access
The CCE User Experience Framework
Branding – Our Kiosk Refresh
Before After
By the numbers • 100% on brand (up from 0%) • 90% have log-in speeds of 5-20 sec • Only 2 sites with faulty equipment
(down from 9)
& ACCESSIBILITY
User Experience Model
Content Functionality
Time Physical space
and access
The CCE User Experience Framework
2 20 7 Bringing the content closer to the employee
HeRe! Online @ iConnect Express
• Data-driven need • Attractive branded • Buy-in from leadership • Employee-involved
HeRe! Online @ iConnect Mobile
By the Numbers • Used by 12% of employees
each month • Approximately 13,000
intranet pages each month • Nearly 20,000 HR self-
service transactions completed
• Accessed by nearly 90% of our top 250 leaders
& ACCESSIBILITY
User Experience Model
Content Functionality
Time Physical space
and access
The CCE User Experience Framework
Three-pronged Approach to Content Improvement
Interview Card Sorting
Exercise
Scenario Testing
Interview Learnings
Employee Involvement in Content Design
Employee-designed Information Architecture Old Buckets • Overview • Pay • Benefits • Time • Performance, Learning &
Career • Jobs@CCE • Working@CCE • My HeRe! Profile / My Team
New Buckets • Rewards & Leave • Health & Wellbeing • My Development Experience • Conduct & Standards • Engagement • Managing My Team • HeRe! Team • HR Forms, Policies & How To Guides • My HR Profile / My Team
Validation of New Information Architecture
Scenario You or your partner have had a baby this year, both of you work full-time. The nursery is too expensive
for 5 days of the week. So, you decide that you would like to work 2 days in the
office and 3 days at home.
Results
EMPLOYEE APPROVED
Improved adoption (Wellbeing hit rates up 750%)
Key Learnings & Takeaways
Stakeholder. Stakeholder. Stakeholder. 2
To be employee-centric, you have to know your customer 1
The outside of the house is as important as the inside of the house 3
As you gain insights, use them to become
a more strategic partner
4
User experience is a journey, not a destination 5
Coming in 2014!
Key Learnings & Takeaways
Stakeholder. Stakeholder. Stakeholder. 2
To be employee-centric, you have to know your customer 1
The outside of the house is as important as the inside of the house 3
As you gain insights, use them to become
a more strategic partner
4
User experience is a journey, not a destination 5
rodneyjordancomms.com Elevating the Business Side of Internal Communications
@RodneyJord
www.linkedin.com/in/rodneyjordanphr
Connect with Rodney
https://www.linkedin.com/pub/saskia-hoppe/a/b0/a70
Connect with Saskia