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updates, a newsletter format was used, but by the time the newsletter was sent out, the news might already be outdated.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.
How Does Invaru Use Their Intranet Today, and What Value Does It Provide?
Invaru's Marketing and Communications Department manages the intranet today, but it is used daily by around 80 employees.
When we asked different team members about the value the intranet brings, three main points were highlighted:
- it supports internal communication effectively, such as finding contacts and staying updated with news;
- the news section, or blog, works well - posts can be made instantly, and it's easy to distinguish between essential and optional information;
- finding guides, forms, or internal process documents is convenient, with everything located in one place.
“Both I and the customer service staff find the necessary guides in the intranet. I get information about what's happening in the company, check contact details and birthdays, and I also add work schedules for customer service staff and gather information on work arrangements," commented Invaru’s Customer Service Manager.
Thus, the intranet serves as a multifunctional tool for Invaru’s team, used by different roles and for various purposes.
What Has Changed Compared to the Previous Solutions?
Since implementing the intranet, several changes have occurred in Invaru’s internal processes and work arrangements.
“Previously, we had numerous folders on a network drive, making it inconvenient for employees to use. In the intranet, all those files are categorized by topic, and if searching through the menu seems cumbersome or the employee doesn’t know where to find information, they can use the search function,” commented the Marketing and Communications Manager.
The intranet is also used by Invaru's workshop mechanics; they access work-related information and stay updated on company news via tablets.
"Several departments have also moved their meeting memos to the intranet and now use it as the primary place for documentation," added Invaru's Head of Marketing and Communications.
Image 2. Invaru workshop mechanics using the intranet on tablets.
The team has also noticed a positive change in the reduction of internal email traffic, as much of the information that was previously shared via email is now posted in the intranet's news section.
What Advice Does the Invaru Team Have for Other Companies Looking to Implement an Intranet?
When we asked Invaru’s team for advice for other organizations planning to implement an intranet, they shared the following thoughts:
- First, map out your company’s needs and carefully consider which features are important for you.
- Involve employees in the process and hold workshops at various stages. This way, you can collectively think about what content to share on the intranet and develop the structure accordingly.
- Ensure that guides, files, and forms are added to the system as soon as possible to prevent employees from feeling like necessary information is missing, which could diminish interest in using the intranet.
- If you plan to create a news section on the homepage, it’s crucial that the news feed is regularly updated. When employees open the intranet, the news section is the first place they’ll look to see if there’s any activity happening.
Would you like to discuss your ideas?
You can contact us at any stage of the project - from the development of the idea to the creation and evaluation of new digital solutions.
Write or call, and together, we will find the best way to bring your idea to life. We will reply shortly, and our experienced team will ensure that the project will succeed from the very first idea to the final execution.
