Redesigning for Usability

Corporate Intranet/Extranet

Corporate

Intranet/Extranet

Ten years ago, the Web was exciting to people. 

Today it’s routine It’s a tool Today, it s routine. It s a tool. If it’s convenient, they will use it;

If not they won’t If not, they won t.

The IFRC in brief

• The IFRC is part of the RCRC Movement with ICRC and NS.

• History: The RCRC was created on the Battle of Solferino in

The

IFRC

in

brief

History: The RCRC was created on the Battle of Solferino in 

1859. In 1919 the IFRC was created. 

• Membership organization: 187 National Societies with 100 

million of volunteers million of volunteers.

• Global Impact: 200 million people assisted every year

• Locations: Geneva HQs, 5 Zone offices, 2 Delegation offices

• Areas of activity: Health, Disaster Response, Capacity of 

What

is

FedNet?

• FedNet is the IFRC extranet

at s ed et?

• Launched in 2003

• Available in four languages: EN, FR, SP, AR • Access given to anyone in Movement

• Password protected with secure access • Managed by Communications Dept.

Agenda

• Analysis: Problems, Objectives, Solutions

• Successes

• Current Initiatives

• _The Future

• _{Audience Contribution} • _{Audience Contribution}

Analysis:

Problems

• User perspective: Unfamiliar Information 

Architecture (IA),( ), Non‐functional search,, Singleg  

language

• Editor perspective: Challenging content 

management system (CMS) Not my job De management system (CMS), Not my job, De‐

prioritization due to staff turnover

• Management perspective:Management perspective:  Poor projectPoor project 

management, Inconsistent technical 

expectations, Insufficient human resource 

allocation allocation

Problem: unfamiliar navigation

• Resources: tools, guidelines, events, training

• Activities:Activities:  programmatic areas such asprogrammatic areas, such as 

health and disaster management

• Zones

• Zones

• Working Together: partnership and strategy

Problem:

Management

•No “above the fold” –No  above the fold  

• ObjectivesObjectives

– Local access to global information in a simple way Communication interchange: A growing range of

– Communication interchange: A growing range of 

tools to exchange knowledge

– Fully engaged content management team –

– Fully engaged content management team –

improving effectiveness & reducing costs

– Promote organizationPromote organization wide:‐wide: Working together as a Working together as a 

• SolutionsSolutions

– User survey to identify priorities

Align technical expectations with resources

– Align technical expectations with resources

– Redefine FedNet team

I l t St t i Pl

– Implement Strategic Plan

– Improve communication with stakeholders

I li i h h i

Information Architecture

Solutions

Information Architecture

•Better “above the fold” presentation

•Information architecture consistent with 

user expectations

Stakeholder Communication •Editor engagement

•Language representation

•Alignment with partner properties

Technical Integration

•Common platform with Public Web Site

•CMS: EpiServer

•Social media tools: Relate+ add‐on of 

E iS EpiServer

•Integration with SharePoint for 

collaboration spaces

•Single sign‐on with Active Directory and 

Successes

• _{Same platform for public site, intranet, management} 

application

B tt “ b th f ld” t ti

• _{Better “above the fold” presentation}

• _{Information architecture consistent with user} 

expectations expectations

• _{Accessible in any browser and via mobile application} • Editor engagementg g

“ f l ”

Successes

•“I forgot my laptop” – everything current, 

available on FedNet

l bl d

•Solves problems and 

improves efficiency

•Collaboration Spaces: 

ki h

working together: smarter 

and greener

•Knowledge Expansion tool 

f N i l S i i for National Societies

•Communications Channel 

Usability

in

a

decentralized

editorial

model

• _{About 150 FedNet editors in the IFRC}

• _{Responsible for the contents in their own} • _{Responsible for the contents in their own} 

sections

R d l t th ti

Risks

in

a

decentralized

model

mess

• Variety in the quality of contents and visual 

elements:

bad language, poor quality of photos and 

graphical elements g p

• Variety in the amount and quality of contents 

between sections between sections

Importance

of

the

structure

editors,, so that theyy can understand their role 

and responsibilities in FedNet

• _{FedNet structure has 4 main sections withFedNet structure has 4 main sections, with} 

colour codes

• Limited editor access helps to maintain the

• Limited editor access helps to maintain the 

CMS

and

templates

should

be

easy

to

use

• With simple technology editors can concentrate 

to contents

• With simple technology it’s easier to create 

simple pages

• Only very limited possibilities to visualize the text • Minimise the risks:

– If pages or files are renamed or moved, the links will still work

– Informative warnings when deleting pages or files

Training

provided

for

all

editors

• Not only technical training; editors should 

understand that they are part of the understand that they are part of the 

communication process 

• Basic usabilityy issues highlightedg g  in the training:g ‐ Think what users need and are looking for

‐ Easy and informative navigation

‐ SimpleSimple language, following the IFRC style guide language, following the IFRC style guide

‐ Use highlight boxes and bulleted lists

‐ Remember to update pages and remove old pages

• Support and motivation after the training! • Support and motivation after the training!

Structure

Structure

The

Future

• _{Technology and user sophistication changing} • _{Digital Divide very present for a worldwide} • _{Digital Divide very present for a worldwide} 

organization

Wh i th t ti i t?

• _{Where is the saturation point?}

Usability Must

Always Be

Focused

‐ Continuous engagement

on

the

User

g g

‐ Fresh and findable content

‐ Responsiveness to input: two wayResponsiveness to input: two way 

conversation

‐ Technical innovation: litheness of use; smoothTechnical innovation: litheness of use; smooth 

integration of new technology (LinkedIn, 

di i i

Contact

• Mika Jouhki, Web Officer, Finnish Red Cross

Mika Jouhki@ifrc org [email protected]

• Catherine Kane, IFRC Senior Officer, Online 

Internal Communications