Reimagining J&J's Employee Development Hub
Client
Johnson & Johnson
Role
Senior Experience Planner
Agency
Oliver
Duration
4 months
The Challenge
J&J's leadership credo depends on every employee understanding it and actively developing their leadership skills. Their intranet was supposed to provide those tools — but data showed low engagement and a high exit percentage from top pages. The challenge was to reimagine the Hub as a professional growth destination, not just another corporate portal.
The Process
Quantitative Diagnosis
Analysed existing analytics to understand where users were dropping off and why. The data told a clear story: users were spending time searching for content but leaving without finding what they needed. The information architecture was the bottleneck, not the content itself.
Usability Study & Affinity Mapping
Conducted usability tests with J&J employees and built an affinity diagram collaboratively. The key insight: users had two distinct mindsets — those who knew exactly what they wanted (task-driven) and those exploring what was available (discovery-driven). The existing IA served neither well.
IA Restructuring
Audited the former site map and identified critical issues: inconsistency, repetition, poor classification, and unclear hierarchy. Redesigned the architecture around user mental models rather than organisational structure — a shift that required significant stakeholder alignment.
Strategic UX Recommendations
Delivered recommendations grounded in J&J brand values that served as the foundation for the new digital experience. Each recommendation was tied to a specific user need and supported by research evidence, making them easier for stakeholders to champion internally.
The Outcome
Delivered a user-centred content structure aligned with J&J's core brand values. Initial development tests showed users found the new structure logical and natural, with a clear connection to the company's leadership vision. The redesigned IA became the foundation for the hub's next iteration.
2x
User task completion improvement
Adopted
As leadership development framework