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
Experience and customer journeys and personas that helped build 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.

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 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 went 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 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
An internal search and knowledge platform compatible with sharepoint, where users can find multi-region information about previous and current projects. The solution connected functionality with the human feeling of being helped and understood when needed. 

User research artefact 

User research artefact 

Experience map preceding the design of the platform

Experience map preceding the design of the platform