LISTEN TO USERS BEFORE THE REDESIGN OF THE INTRANET / PÔLE EMPLOI

Pôle Emploi is a key organization in the labor market in France. The 55,000 employees spread across 900 agencies work to support people in returning to employment.

In 2022, the internal communications management wanted to benefit from a user listening phase prior to the redesign of the group intranet. This study aimed to highlight the agents' expectations and identify the priorities of the future project.

KEY ELEMENTS

CHALLENGES

Analyze the current intranet system and highlight its strengths and weaknesses

ACHIEVEMENTS

Audit of the current system, recommendations, and establishment of a roadmap for the intranet redesign

RESULTS

A project to redesign the intranet placed at the heart of a project to improve the digital journey of the agents

CHALLENGES

Analyze the current intranet system (including an enterprise social network) and highlight its strengths and weaknesses to prioritize decisions during the redesign project.
Re-engage the agents with their intranet and give them visibility on the upcoming redesign project.
Identify the opportunities and risks of the intranet redesign and propose an optimal project organization.

"THE SURVEY CONDUCTED AS PART OF THE AUDIT OF OUR INTRANET SUCCEEDED IN MOBILIZING A MUCH LARGER POPULATION THAN EXPECTED! MORE THAN 1,000 EMPLOYEES EXPRESSED ENTHUSIASM ABOUT CO-CONSTRUCTING OUR FUTURE COMMUNICATION SYSTEM."

CLARISSE GRIGNARD

Head of the Employee Engagement Department – Pôle Emploi

ACHIEVEMENTS

Project Scoping and Monitoring
Audit of the current intranet system and enterprise social network using the Arctus radar.
Managerial interviews
Creation and distribution of an online survey
Facilitation of user and communicator focus groups
Production of a recommendation report and a roadmap for the intranet redesign.
Support in producing communication materials to raise user awareness about the future project.
Facilitation of a creative workshop with the internal group communications management (10 people)

KEY FIGURES

Over 4 months

From December 2021 to the end of March 2022

+13,000 responses
to the online survey

Around thirty people
interviewed

5 managerial interviews

3 focus group workshops

RESULTS

A project to redesign the intranet repositioned at the heart of a more ambitious project to improve the digital journey of employees at Pôle Emploi
A management team made aware of the challenges of the redesign project and the importance of involving users throughout the project.
A detailed roadmap addressing the new internal digital challenges (hybrid work) and taking into account recent organizational and technological developments (deployment of M365, merger of the info-com intranet and the social network).