Managing knowledge more efficiently

Design of internal information and knowledge management platform across teams at multi-national oil and gas company

Oil and gas industry- UK
September-December 2016

The challenge
Build a user-centered internal knowledge management platform

The outcome
A number of service design artefacts that helped building a working prototype of the platform which was piloted amongst a number of employees. This led to the subsequent launch of the platform across departments in phase 2.

The approach that connected technology and human behaviour
A team of service and UX designers and researchers tackled this brief from a design thinking approach which started in the discovery phase.

By immersing in the users' environment and spending time with the stakeholders, the design team of which I was part, identified human-led gaps in the information search process employees usually went through.

We gathered a thorough understanding of a problem that on the surface appeared to be technology focused. When digging deeper into discovering the human needs of the personas performing their jobs, we discovered that the problems not only impacted people's personal productivity levels, but the overall business performance as a whole. 

The participant of a workshop described the experience of finding information as something that depended almost entirely on the kindness of a colleague, which threatened her inherent need to own and control her working situation, and ultimately her goals and her performance. 

The frustrations that people experienced when trying to find the right documents was detrimental to the decision-making affecting the business' general objectives, and sometimes going against the goals of the projects due to risk management and other crucial issues. 

Based on this overarching human and business need we decided to design a platform that tackled empathy and collaboration, given the above-mentioned insight, and at the same time tackled the business objective of achieving efficiency. 

Workshops were conducted with the client to align the business vision and goals, with the results from the user research.

Early prototypes of the concepts were provided envisioning the services in the future. 

The solution
Buy in of the customer strategy at executive level.

Customer experience strategy roll out expected to happen as envisaged.

Client’s recognition for the personas and the cultural findings aligning the users and the business' needs. 

User research artefact 

User research artefact 

Experience map preceding the design of the platform

Experience map preceding the design of the platform

The platform wireframe

The platform wireframe