North Carolina Judicial Branch Intranet
Work samples are available upon request.
Our client had an intranet that was updated from Drupal 7 to Drupal 8. We conducted user research to understand pain points in order to make design changes to accompany the update. Our goal was not to completely reimagine the intranet, but to find issues that could be ironed out to improve specific workflows.
User Research
Because we had an existing intranet that facilitated the same tasks that future users would need to complete, we conducted contextual inquiries with several key user groups in order to see how they used the system and to gather context for why they used it he way they did.
These contextual inquiries were useful in identifying strategic improvements. We observed that users were:
- Forced to follow repetitive and complex posting processes for certain types of content.
- Creating ad hoc directories documents in lieu of a centralized, robust directory.
- Never archiving or deleting old content.
- Struggling with irrelevant search results.
With this knowledge, we were able to:
- Automate certain complex processes.
- Install a new directory tool to eliminate users’ desire to create their own directory documents.
- Implement autoarchiving and governance policies.
- Help our client gain control of its search system by installing a new search tool, remove old content that was showing up in irrelevant search results, and implement governance policies around document titling.