User Interviews for Employee Intranets

See: Design Method – Stakeholder Interviews

Questions to ask corporate employees about their intranet user experience:

  • You
    • What is your name?
    • Role at the company?
    • How long have you been with the company?
  • General Usage
    • On average, how many hours per week do you spend using the employee intranet?
    • On a scale of 0 to 10, how useful or important is the employee intranet to your ability to do your job? (0 means not important at all, 10 means you can’t do anything without it.)
      • Why not a higher number? (What would make the employee intranet more important to you?)
    • On a scale of 0 to 10, how successful or usable is the employee intranet in helping you do what you came there to do? (0 means not important at all, 10 means you can’t do anything without it.)
      • Why not a higher number? (What would make the employee intranet more successful or usable for you?)
    • List all the things you can think of that you use the employee intranet for. Why do you use it?
      • [Conduct an open card sort.] What information do you want on the employee intranet, and how should it be organized?
      • Which of those content areas are most important to your role?
    • What’s the ratio between using the employee intranet to do your specific job function (work directly related to your role) versus general employee activities (e.g. entering hours worked into a time tracking tool)?
    • If you could change anything about the employee intranet by snapping your fingers, what would you change?
    • Compare the employee intranet to corporate intranets at your previous employers, if any. How is it better or worse?
  • Consumption
    • Describe your most recent use of the employee intranet to get or consume information.
      • How did you find that information?
    • Describe your most common uses of the employee intranet to get or consume information.
    • What type of content do you expect to find on the employee intranet?
    • On a scale of 0 to 10, generally speaking, how familiar are you with all of the content that is available on the employee intranet? (In other words, do you think you generally know what is and is not there, or is it a mystery?)
    • What type of content would you like to see on the employee intranet that is not currently there?
    • On a scale of 0 to 10, generally speaking, how confident are you that you can find what you need to find on the employee intranet?
    • Is there anything that gives you grief or is particularly difficult about getting or consuming content from the employee intranet?
  • Creation
    • What was the most recent piece of content you contributed to the employee intranet?
      • Walk me through how you submitted that content.
    • What is the most common content you contribute to the employee intranet?
    • Is there anything that gives you grief or is particularly difficult about contributing content to the employee intranet?
    • On a scale of 0 to 10, generally speaking, how confident are you that you can find what you need to find on the employee intranet?
  • Communication
    • To what extent do you view the employee intranet as a communication tool?
    • What kinds of internal emails do you send to All Employees?
      • How often do you send these? (Frequency)
      • Why don’t you use the employee intranet rather than email to send these messages to All Employees?
  • Collaboration
    • How do you use the employee intranet to collaborate (get work done) with co-workers?
    • Aside from the employee intranet, what tools do you use to collaborate and get work done with co-workers?
    • Envision the employee intranet being a better tool for collaboration. What would it allow you to do?
  • Anything else you’d like to share?

Showing the interviewee other intranets to elicit feedback and spark ideas.

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