Top Tasks for Your Intranet

What content should your intranet have? What is important for the end-users? In order to know that, you have to ask them – and observe them. Otherwise there is a risk of focusing on the wrong content.

One way to ask them is to conduct a user needs analyses using the top tasks model (championed by Gerry McGovernFredrik Wackå et al). We asked 1,200 employees what they need in their work. This is our Top-20 end-user needs list, filtered for our primary user group (healthcare staff):

Needs Solutions
1. Medical guidelines and procedures In the units’ work spaces (most of this information is ultra-local, relevant only for one unit) + section/tab Providing healthcare
2. Search (finding an answer about a job-related question, a colleague, an anonymous colleague with a specific competence…) Global function in the header + Staff directory
3. Local news (info/news about my own unit) In the unit work space + on My start page
4. Staff training, skills development Section/tab My employment
5. Pay, compensation, benefits Section/tab My employment
6. Diseases information, infection control Section/tab Providing healthcare
7. Working hours, leave, absence Section/tab My employment
8. My schedule In the unit work space (no global tool exists, many different solutions in the organization)
9. Medical error reporting and handling Section/tab Providing healthcare
10. Sampling instructions, analysis ”portal” Section/tab Providing healthcare
11. IT problems, maintenance info Global alert function in the header
12. Support, manuals, it error reporting Section/tab Self service
13. Vacancies/job opportunities Section/tab My employment
14. Staff wellness/work culture Section/tab My employment
15. Crisis and disaster routines Section/tab About our organization
16. Safety procedures Section/tab About our organization
17. Research findings, new findings related to my profession/our team mission In the unit work space + in My job role (if available)
18. Global news (info/news concerning the whole organisation and my subsiduary) on My start page
19. Patient logistics (available hospital beds and patient waiting times) Section/tab Providing healthcare
20. Medical equipment (info, manuals, support) Section/tab Providing healthcare
21. Order medical products and services Section/tab Providing healthcare

Every color above represents 25 percent of the votes. Not on this list is another 40 needs sharing the last quarter of the votes. The top need was 30 times more popular than the bottom need (how to manage a project). Pretty obvious we are a healthcare organization, don’t you think? Needs No 1, 6, 8, 9, 10, 19, 20 and 21 are directly linked to medical care. In fact, you could say the section/tab Providing healthcare is a big job role for our main end user group (doctors, nurses, assistant nurses).

This Top tasks test tells the intranet team what content to focus on when building pages, what to prioritize on the start page and which things that should be 3-4 clicks away in the structure.


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