AIG Case Study — What does it take to be selected for inclusion in the Nielsen Norman Groups “Best of” annual best of review?
AIG Contact was designed to enable the following core functionalities:
- Employees must be able to access global, local area, and divisional (business unit) communications
- The corporate hierarchical structure should be represented
- Employees must be able to access all policies regarding the terms of their employment and practice areas
- Promoting the culture and community of AIG
- The enablement of the digital workplace, using a task fulfillment paradigm, including file-sharing, information management, and single sign-on to workforce applications
- Management of the employees personal relationship with AIG. Benefits, online-learning, career advancement, time reporting, etc.
- Secondary functionalities included regular updates on AIG’s evolving relationship with the FED, and guidance on how AIG employees could represent the brand in their public and private lives.
We arrived at the look and feel through many rounds of increasingly refined conceptual explorations. Here is one early example exploring a network of intranets for the different business groups, and a personalized sidebar for the users tasks and ongoing conversations.
The Mobile Experience
Later, after having left AIG, I was at a NN/g Intranet conference, attending a session by Brad Frost, who I believe may have coined the phrase "Mobile First." Having just wrestled with how the user stories for a mobile interaction with the intranet were different from the desktop experience, I asked him (because this was an inTRAnet conversation, what his philosophy was on providing a limited feature set to streamline the mobile experience. His answer: "Yeah. Don't do that."
And that's fine. But you can still present it differently, and put the top mobile tasks front in center. Here's the approach we took:
All our research pointed to an overwhelming preference for 3 top mobile tasks: people search, travel assistance, and expense reporting. In order not to take anything away, you can still access the three main sections of Contact — News, Workbench, and HR (Life & Career, but they are pushed back a layer.