Refreshing Employee Experiences Using Intranets

A once-forgotten intranet was quietly eroding employee trust, productivity, and communication across the company. This blog unpacks how we stripped out stale content, rebuilt the information architecture around the employee journey, and introduced a unified design language. It shows how a neglected platform became a daily-use asset for employees, HR, and leadership alike.

Situation

Our client, a global telecommunications company, recognized that their intranet had become outdated and ineffective. The platform, which should have served as the central hub for employee information and resources, was cluttered with stale content and fragmented information.

"Our intranet is cluttered with outdated, conflicting content. Employees neither trust it nor use it. They waste time hunting for basic information. The intranet is badly structured and doesn’t follow the employee journey. Can you help us fix this mess?"

We used the practice of Genchi Genbutsu, a Lean manufacturing principle developed by Taiichi Ohno at Toyota, that meant "actual place, actual thing" and refers to the practice of going directly to the site (gemba) to observe, experience, and fully understand problems firsthand rather than relying on reports.

Key Challenges

1. Outdated Content: Much of the data on the intranet was old and no longer relevant

2. Poor Information Architecture: Content was disorganized, combining "bits and pieces of stale information"

3. Low User Engagement: Employees were not using the intranet as their go-to resource

4. Lack of Cohesion: No unified design language or consistent user experience

5. Disconnected Information: Content was not aligned with the employee journey or specific themes

The intranet had effectively become a digital graveyard rather than a living, breathing resource that supported employees' daily operations and professional development.

Complication

The deteriorating state of the intranet created multiple cascading problems across the organisation:

For Employees:

• Difficulty finding current, relevant information when needed

• Frustration with navigating outdated or irrelevant content

• Reduced productivity due to time wasted searching for information

• Lack of trust in the intranet as a reliable resource

For the HR Team:

• Increased volume of repetitive employee inquiries

• Time diverted from strategic initiatives to answer basic questions

• Inability to effectively communicate important updates and policies

• Reduced efficiency in disseminating company-wide information

For Leadership:

• Poor organizational communication flow

• Missed opportunity to foster transparency and employee engagement

• Underutilization of technology investment

• Risk of information silos developing across departments

Strategic Implications:

The failed intranet undermined Lumen's broader goals of organizational efficiency, employee empowerment, and creating a connected workforce. Without a functional central information hub, the company risked fragmented communication, reduced employee satisfaction, and operational inefficiencies.

Resolution

Qonfidi Communications partnered with the client to completely overhaul the intranet, transforming it from a neglected repository into a strategic employee experience platform.

Strategic Approach

1. Data Cleansing and Content Audit

• Conducted comprehensive audit of existing content

• Purged outdated, irrelevant, or redundant information

• Ensured only current, accurate, and valuable content remained

• Established content governance protocols for ongoing maintenance

2. Thematic Organisation and Information Architecture

• Redesigned information structure around the employee journey

• Created intuitive navigation aligned with how employees actually seek information

• Established logical touchpoints that matched employee needs and workflows

• Categorized content into specific, relevant themes

3. Design Unification and Brand Consistency

• Developed a common design language across the entire intranet

• Created cohesive visual identity reflecting Lumen's brand

• Ensured consistent user experience across all sections

• Implemented modern, user-friendly interface design

4. Collaborative Development Process

• Engaged cross-functional teams with vested interests in the intranet's success

• Fostered sense of ownership among content contributors

• Ensured diverse range of perspectives and content types

• Built commitment to platform maintenance and evolution

Key Tactics

• Employee-Centric Design: Organized content based on when and how employees need information

• Mobile Optimization: Ensured accessibility across devices

• Search Functionality: Implemented robust search capabilities

• Regular Updates: Established processes for continuous content refresh

• Stakeholder Engagement: Involved various departments to ensure comprehensive coverage

Impact

On Employee Experience

✅ Transformed Resource Accessibility: The overhauled intranet became a valuable, trusted resource for employees

✅ Streamlined User Experience: Updated information and intuitive navigation significantly improved daily operations

✅ Professional Development Support: Platform effectively supported career growth and learning

✅ Increased Productivity: Employees could quickly find information without wasting time

On HR Team

✅ Reduced Inquiry Volume: Centralized, up-to-date information system dramatically reduced repetitive employee questions

✅ Strategic Focus: HR team could redirect efforts toward strategic initiatives rather than answering basic questions

✅ Efficient Communication: Streamlined channel for disseminating company-wide information

✅ Enhanced HR Brand: Demonstrated HR's commitment to employee enablement

On CHRO's Agenda

✅ Technology Leadership: Initiative aligned with CHRO's commitment to leveraging technology for organisational efficiency

✅ Continuous Improvement: Updated intranet became testament to focus on ongoing enhancement

✅ Employee Engagement: Demonstrated commitment to supporting and empowering employees

✅ Strategic Achievement: Successful project reinforced CHRO's reputation as innovative leader

On Senior Leadership Team

✅ Enhanced Communication: Witnessed improvement in company-wide communication and collaboration

✅ Strategic Alignment: Reflected leadership's intent to foster informed, connected workforce

✅ Cultural Impact: Demonstrated dedication to transparency and efficiency

✅ ROI on Technology: Showed tangible return on investment in employee experience platforms

Key Success Factors

1. Comprehensive Content Strategy: Not just redesign, but complete content overhaul

2. Employee Journey Mapping: Organizing information around actual user needs

3. Cross-Functional Collaboration: Engaging stakeholders ensured relevance and adoption

4. Design Excellence: Professional, cohesive design language enhanced credibility

5. Governance Structure: Ongoing maintenance protocols ensured long-term success

Lessons Learned

• Content is King: Even the best design fails without relevant, current content

• User-Centric Approach: Organization must match employee workflows, not departmental silos

• Stakeholder Buy-In: Collaborative development creates ownership and ensures sustainability

• Continuous Evolution: Intranets require ongoing attention, not one-time fixes

• Strategic Communication: Successful intranet requires clear communication about value and usage