Healthcare industry: Building a world-class intranet in a new CMS

A health system contacted Kforce Consulting Solutions to design a unified and simplified intranet site to help more than 77,000 employees easily find information. The client grew by acquisition and needed to consolidate 16 disparate intranets into a single site built in a new content management system.

To create a simple, consistent and efficient digital gateway for its workforce, the client needed Kforce's help in developing a content strategy, migrating content (including 26,000 artifacts and documents) and launching the new site. The Kforce team also created content workflows and governance processes to ensure the system operated smoothly going forward.

The finished product included important corporate and employee information such as HR, legal, marketing, learning and development, clinical information, wellness and career opportunities,

• KICK OFF

Discuss the overall vision for this business area on the new digital workplace.

• INTERVIEWS

Identify business and user needs related to the content area and how those needs impact content strategy.

• CARD SORTING

Label and group existing content in a user-centered structure.

• USER NEEDS & TASKS

Identify and prioritize the top user needs and tasks for the content area.

• INVENTORY & AUDIT

Review and approve existing content classifications (archive, delete, keep as is, tweak, not in scope, new) to inform next steps.

• MOCKUPS & SITE OUTLINE

Review and approve key site mockups by page type that work in conjunction with the new site outline.

• CONTENT PREP

Review, edit and approve the revised text for the new digital workplace web pages for the content area.

• PREVIEW IN UNILY

Review and approve new web pages on the Unily platform.

• USABILITY TESTING

Review and approve post-test tweaks from qualitative usability testing on top user tasks and needs from participants who are representative of our target user personas.

• CONTENT LAUNCH

Equip content owners with editing and governance training on their new website in Unily.

• GO LIVE

Our digital practice conducted a content inventory and audit to assess the current environment. From there, the team developed a content strategy with a new voice, tone and style.

This strategy included a new content workflow and process methodology, a new information architecture and taxonomy, page-type creation guidelines and information governance. While conducting this work, the team developed and adhered to a project calendar that would meet the client's aggressive publishing goals.

The enhanced navigation and search functionality of the new site significantly improved user experience, allowing employees quicker access to relevant and accurate information, and thereby reducing time spent searching or duplicating information across multiple sites.

The team also established clear content governance where there previously was none, defining roles, workflows and guidelines for content creation and maintenance. The content audit and rationalization process led to a reduction of redundant or outdated content, providing a single source of truth. Once the new intranet was operational, the client was able to sunset the other 16 separate sites, resulting in reduced platform maintenance costs.

• AUDITED CONTENT TO DETERMINE STRATEGY, WORKFLOW AND PROCESS DEVELOPMENT
• REVIEWED STRUCTURE AND WROTE CONTENT
• IMPLEMENTED NEW INFORMATION ARCHITECTURE AND TAXONOMY
• BUILT OUT PAGES IN NEW CMS
• REVIEWED AND UPDATED PAGE TYPE WIREFRAMING AND CRITERIA
• CONDUCTED QA AND USABILITY TESTING OF CONTENT, DESIGN AND MOBILE PERFORMANCE
• LAUNCHED SITE WITH 500+ PAGES AND GROWING