Report

June 2003

Best Practices For Employee Portal Design

Moira Dorsey 		Firms build employee portals to cut costs and improve productivity. But these projects fail when employees don't use them. To succeed, firms need clear goals, Scenario Design, and ongoing usability support.

MARKET OVERVIEW
  • Executives at $1B-plus firms fall short of achieving their ambitious goals for employee-facing portals.
  • Only 28% say usability is not a problem.
ANALYSIS
  • American Airlines saves $3 million per year by serving top employee goals online.
  • P&G saves $2 million and 32,000 worker hours with collaboration tools.
ACTION
  • Personalization is not a remedy for bad design.
 
Figures & Data
  • Figure 1.  Budgets And Technologies Run The Gamut, But Goals Are Elusive
  • Figure 2.  Firms Don't Hire Design Help, And They Lack In-House Design Skills
  • Figure 3.  Practical Application Of Scenario Design
   
RELATED MATERIAL 
  • Methodology
  • Companies Interviewed For This Report
  • Related Research
 
GRAPEVINE
  • Three strikes and you're out . . . out the door, that is.
  • Consider the opportunity cost of poor design.
  • Quick -- who wrote the first-aid manual?

 

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Analyst: Moira Dorsey
Document Type: Report
Archived Teleconference:
Why Customer Experience? Why Now?
Original air date: Thursday, October 13, 2011
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