Revolutionising Accessibility: A Case Study in Digital Transformation

To improve its digital capabilities, a significant Government agency embarked on a crucial mission to enhance its internal tools for staff through digital transformation.

The agency acknowledged the importance of understanding its employees’ needs and experiences with the intranet to achieve strategic goals such as increased agility, efficiency, and future readiness.

To attain this, we initiated a discovery research initiative that employed one-on-one interviews, primarily focusing on comprehending customer needs related to intranet usage. This case study delves into the agency’s successful efforts in identifying staff accessibility requirements across diverse departments, including policy, marketing, and secretaries.

From insights to excellence: TalkOften’s secret recipe to intranet success

1.Understanding project objectives

To initiate the recruitment process, the research team at TalkOften engaged in extensive discussions with various stakeholders within the company. These discussions involved meetings with senior management, department heads, and intranet users to understand the project’s objectives comprehensively. Insights gathered from these discussions allowed the team to formulate specific research questions, define target user groups, and establish the desired outcomes for the discovery research.

2.Engaging the customer success manager

TalkOften appointed a combined role of user research with customer success management to ensure seamless communication and efficient project management. The CSM was crucial in facilitating interactions between the research team and the company.

Regular meetings were held with the relevant stakeholders, providing real-time updates on progress, addressing concerns, and aligning objectives to maintain project momentum.

3.Utilising the internal staff list and network

The research team extensively utilised the company’s internal staff list and network to identify potential research participants. Collaboration with the Human Resources department and department heads facilitated access to comprehensive staff lists.

Furthermore, leveraging the existing professional networks of the research team and company staff allowed them to connect with employees actively engaged with the intranet, ensuring relevant and engaged participants.

4.Addressing inclusivity and accessibility

To ensure inclusivity and meet accessibility requirements, the research team followed a comprehensive approach. They thoroughly reviewed the company’s diversity and inclusion policies to identify specific needs. Collaborating with the ability groups, they found relevant data on staff members with diverse backgrounds and accessibility requirements.

5.Ethical considerations

Adhering to ethical standards, the research team carefully crafted a clear and comprehensive informed consent process. Participants were provided with detailed explanations about the research objectives, the interview format, and data usage protocols.

Consent forms were designed to emphasise voluntary participation, ensuring anonymity and confidentiality of responses.

6.Coordinated scheduling

To streamline scheduling, the research team maintained open lines of communication with potential participants. Flexible time slots were offered, allowing participants to select interview times that suited their availability. An easy-to-use online scheduling tool synchronised with participants’ calendars reduced scheduling conflicts and facilitated a smooth process.

7.Participant incentives

The research team devised suitable participant incentives to motivate participation and express appreciation for their time. Participants volunteered their time. The lack of incentives was communicated during the recruitment phase, fostering a positive outlook towards engagement and mentioning that their feedback would make a difference increased the willingness to participate.

8.Ensuring data security

To safeguard participants’ information, the research team implemented stringent data security measures. Encrypted data collection, storage and communication channels were used. Interview recordings and transcripts were securely stored with restricted access, adhering to the agency’s data protection and privacy policies.

9.Continuous engagement

The research team maintained ongoing engagement with potential participants throughout the recruitment process. Regular email updates and reminders were sent, informing participants about the research’s progress, benefits, and significance.

Additionally, the team promptly addressed any queries or concerns raised by potential participants, ensuring a high response rate and fostering trust and transparency.

By carefully executing this recruitment strategy, the research team at TalkOften successfully assembled an ethnically-diverse and ability-diverse representative group of participants. This thoughtful approach enabled them to gain valuable insights into the needs and expectations of the agency’s staff regarding the intranet, laying a strong foundation for conducting insightful one-to-one interviews and contributing significantly to the overall success of the discovery research project.

Thorough research and insightful analysis: Illuminating the path to progress

a) Diving deep: A rigorous research approach

Through one-on-one interviews, we created a welcoming atmosphere, encouraging participants to openly share their experiences, challenges, and aspirations related to the intranet. This careful approach enabled us to gain profound insights into the diverse perspectives of staff members across various departments.

b) Revealing Significant Patterns: Data Analysis Unveiled

Equipped with a wealth of data from the interviews, our team of experts delved into a comprehensive analysis process. Our data-driven approach allowed us to meticulously examine and dissect each interview, searching for common themes, identifying pain points, and discovering recurring patterns. Through this rigorous process, we unearthed invaluable nuances, shedding light on the landscape of staff accessibility requirements within the agency.

c) Unleashing Actionable Insights

Our analytical proficiency played a pivotal role in transforming data into actionable insights. By synthesising the information with precision, we distilled complex data points into clear and practical recommendations. This expertise empowered the agency to make well-informed decisions and steer meaningful transformation in their digital capabilities.

d) A Holistic Perspective

Our comprehensive analysis provided the agency with a panoramic view of staff accessibility requirements. By identifying critical areas of focus and aligning them with strategic objectives, we paved the way for a brighter future in digital transformation. The insights gained from this research served as a guiding compass, propelling the agency towards achieving their vision of enhanced agility, efficiency, and future-readiness.

Unveiling the impactful results

Valuable insights unveiled

The user research process undertaken by TalkOften was a masterclass in thoroughness and precision, leaving every aspect to be explored. Through meticulous one-to-one interviews, a wealth of valuable data was gathered and subjected to comprehensive analysis. The findings provided a panoramic view of staff’s challenges, preferences, and intranet requirements, for example, the necessity for intranet articles archiving with date & time stamps, staff directory with updated organisational chart, content being short, simple & scannable etc.

Enhancing accessibility agency-wide

The insights gained from the research proved to be the driving force behind enhancing accessibility agency-wide. By pinpointing pain points and areas for improvement, TalkOften empowered the organisation to make targeted changes for better user experiences.

Simultaneously, the positive aspects highlighted in the findings like having managed editing access with appropriate articles publishing rights served as shining examples to be replicated and expanded across different departments, instilling a sense of confidence in the success of the transformative measures.

Capturing unique perspectives

The agency recognised the utmost significance of accessibility, making it a prominent theme in their efforts. This commitment to inclusivity fueled the passion for creating an intranet that catered to all abilities, fostering a cohesive, compliant and connected community within the organisation.

A future-ready organisation

The research findings identified existing challenges and unveiled untapped potential, igniting the agency’s desire to dream bigger and bolder. Armed with an unwavering commitment to transformation, TalkOften was propelled towards a future where staff needs were central to decision-making, leading to enhanced efficiency and user satisfaction.

Success through insights

Efficient recruitment: demonstrating resourcefulness

In their pursuit of transformation, TalkOften showcased their resourcefulness and determination in efficiently completing the recruitment process within a tight two-week timeline. Leveraging internal staff lists and networks, the research team proactively collaborated with internal ability networks to identify potential participants from diverse departments. This approach ensured a representative group of individuals, capturing a comprehensive range of perspectives on staff accessibility needs.

Thorough research and analysis

TalkOften’s commitment to excellence was evident in its approach to research and analysis. Each interview was thoughtfully conducted, delving into the challenges, preferences, behaviours and intranet requirements of the organisation’s staff. Active listening, contextual observation and well-crafted questions being the bedrock of success allowed the research team to extract valuable direct and unsaid insights. Subsequent analysis was equally meticulous, unearthing patterns and actionable findings. The resulting comprehensive report became a valuable resource for the organisation.

Realistic timeline

Amid time constraints, TalkOften demonstrated an unwavering commitment to achieving its objectives within the compressed timeline. Embracing agile project management, the team regularly met with the customer stakeholders to ensure progress, address challenges, and make necessary adjustments. This dedication to meeting deadlines ensured the successful completion of the research without compromising the quality of outcomes.

Client satisfaction and contract extension

The success of TalkOften’s research was reflected in the client’s satisfaction. The organisation’s insights into staff needs left a lasting impression, leading to a genuine appreciation of the research’s transformative impact. Actionable recommendations provided a clear path for the organisation’s intranet strategy, highlighting TalkOften’s ability to drive positive change. The client’s eagerness to extend the contract was a testament to TalkOften’s competence and dedication to delivering impactful results.

Conclusion

TalkOften’s success in the intranet transformation project underscored their resourcefulness,  technology aptitude, understanding of digital channels, meticulousness, and unwavering commitment to excellence. Through efficient recruitment strategies, thorough research and analysis, and timely delivery, the organisation showcased their ability to understand customer needs and drive meaningful digital transformation. As TalkOften continues to evolve, their dedication to agility, excellence, and future-readiness remains an unwavering, promising continued success and positive impact across the organisation.