Rio Tinto · IT Service Management
Helping 47,000 people move to a new IT platform
A 12-week awareness campaign and a more human portal design for a platform migration that affected 47,000 employees.
A 12-week, multi-channel campaign for 47,000 users
At a glance
Services Campaign strategy · UX research · UI design · A/B testing · Motion design
Rio Tinto’s IT Service Management team was moving its services to a new platform. The old one was slow and hard to navigate, and the transition was long and complicated for 47,000 users.
The campaign. I mapped the different audiences and the channels each one actually used, then built a 12-week communication plan. Content was simple, educational and written to survive last-minute changes, and it was drip-fed through every touchpoint: Yammer, the internal news site, a campaign SharePoint site, email, meetings, on-site TV screens, posters and the IT support team. Yammer became the most engaging channel, and I shaped posts to start conversations within the community.
The portal. For the new portal, the goal was to humanise the experience: clear language, icons, greetings with the user’s name, local time and weather, and quick links for the most-used tasks. Users from different business units tested the MVP through real scenarios and A/B tests, and the sessions uncovered new service opportunities.
Parts of this project are under NDA. More detail is available in conversation.
Have a complex change to explain to a lot of people? Start with a Brand Audit and find out how to say it simply.