Setting up a user experience programme

6 September 2017

DWG’s research report “Setting up a user experience programme: The path to a user-centred digital workplace” examines what it takes to create and implement a user experience (UX) programme that is tailored to a specific organization and the needs of its users.

Employees now expect more and more from their company intranets and digital tools, as they have become accustomed to high-functioning social sites and search tools. This puts added pressure on organizations to implement a strategy to overhaul current experiences in order to provide a higher level of service to their employees.

Despite this, many organizations make do with fragmented and diminished experiences of the digital workplace, or they endure an organizational culture in which employees continue to lament the inadequacy of digital solutions. Often the first step towards remedying this is to create a culture change that will support investment in user experience.

This report addresses many of these fundamental questions to help DWG members employ more effective strategies when trying to develop a UX programme. It covers why digital workplace user experience matters for intranets, how to involve the right people, making the business case, some practical steps, how to measure success and avoiding pitfalls. It also includes company case studies from Adobe, Mayo Clinic and UniCredit.


An excerpt of this report is available as a free download. Please refer to the DWG Research Terms & Conditions of Usage before downloading.

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About DWG research

The Digital Workplace Group (DWG) carries out research into best practice in intranet and portal deployment. Covering the hottest topics in the intranet world, the studies we undertake are rooted in practical examples from among DWG member organizations as well as leading non-member companies. The results of this in-depth research act as a basis for decision-making, a source of ideas, and the basis for rich interactions between participants at DWG meetings. Generally, members are given exclusive access to our findings, although we do from time to time make a report available to non-members.

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