How we implemented an intranet at Invaru, a company providing assistive devices
In this article, we share the story of how we helped Invaru, a company offering assistive device services in Estonia, to implement their intranet.
The project spanned just under two years, from June 2021 to March 2023. We'll explore the reasons why Invaru needed an intranet, how the implementation process unfolded, and the value users find in the solution today.
For this article, Invaru's marketing and communications manager, customer service manager, and information specialist shared their thoughts and recommendations.
Invaru – Estonia’s First Mobility Aids Company Since 1993
Invaru began offering mobility aids services in 1993, making it the first of its kind in Estonia, and perhaps in the entire former Soviet Union. Today, the company employs around 80 specialists.
The company focuses on providing mobility aids, care products, and rehabilitation equipment, offering a comprehensive and customer-centric service.
This service includes assisting customers in selecting the right device, teaching them how to use it, offering exchanges, and providing repair services.
What is an Intranet?
An intranet is a platform designed to manage and share information within an organization.
In this success story, the intranet was built on Confluence, a document management software created by Atlassian.
A well-structured intranet tailored to the company's needs ensures employees can quickly and easily access the information they require.
Intranets can serve multiple purposes and are typically used across various departments within an organization.
Challenges with Multiple Systems Led to the Creation of a Unified Solution
One of Invaru's main challenges was fragmented information spread across multiple systems.
The abundance of communication channels highlighted the need for a central platform where employees could easily find answers to work-related questions.
The use of various information systems also created a need to streamline internal communication.
Before implementing the intranet, critical news was shared via email. For more entertaining, optional-to-read updates, a newsletter format was used, but by the time the newsletter was sent out, the news might already be outdated.
Additionally, some information was shared on paper and posted on office walls - a practice that worked efficiently but needed to be replaced with a digital system during the COVID-19 pandemic.
The Intranet Implementation Process – Interviews, Workshops, User Journeys, Navigation, Structure, and Interface Design
The primary goal of the project was to create an intranet that supports employees in their daily work and is easy to use.
On a technical level, this involved consolidating information from various unstructured systems (like hard drives, SharePoint, and email communication) into one platform.
To accurately map needs, validate identified issues, and design the user experience, we conducted multiple interviews, workshops, and user tests with the target group.
The project team included a Confluence consultant from TWN, a UX/UI designer, department heads from Invaru, and customer service representatives, who are the main users of the intranet.
