Challenge

A major government organization recognized that difficulties in finding internal expertise was causing delays and frustration amongst its employees and clients.

Insight

Every user had stories of a recent need to find expertise urgently. There were distinct informal as well as formal uses and values for sharing expertise.

Solution

As a discretionary application, we designed a simple search / browse architecture to reduce initial barriers to use. This was supported by a staged rollout with a strong communications program.

Impact

Our Concept Tests and Usability Tests provided hard behavioural data to this strategic initiative. We heard: “This could save us millions of dollars each year!”