Step Two Designs has been in business since 1996, and has generated a substantial client list over that time. Our clients come from across Australia, as well as internationally. We have worked extensively with public-sector agencies, along with corporations, non-profits and universities. We are proud of the work we have done, and have shared much of the insights we have learnt via our many articles, reports and workshops.
As you’ll see below, our client list is dauntingly long. To make it easier to understand the work we’ve done, we’ve outlined our activities for a few key groups:
- financial services firms
- energy and infrastructure organisations
- government agencies
- local government (councils)
See below for our full list of clients, drawn from many diverse areas.
The following is a selection of our clients:
ACT Chief Minister’s Department
Assistance in the development of a new ACT all-of-Government policy on content management systems. In this project, our role was to provide specialist (vendor-neutral) marketplace knowledge.
Review of both the existing intranets and websites, leading to the development of a strategic roadmap for the establishment of a new corporate intranet.
Support for the intranet team during their ongoing efforts to enhance and redevelop AMP’s corporate intranet. In taking on a mentoring role, we provided an external source of ideas and approaches, as well as introducing new usability and information architecture techniques into the team.
At a crucial phase of a project to deliver a new global intranet platform for all 40,000 staff, we provided the intranet team with mentoring support. This focused on answering key strategy and design questions, including challenging topics such as multilingual intranets and global vs local information delivery.
Ashurst (formerly Blake Dawson)
Assisted the requirements gathering and customisation of a document management system for the firm. This involved understanding deficiencies within current systems, evaluating off-the-shelf solutions and usability testing.
Also assisted with the selection of a new content management system, including developing business requirements and providing a short-list of potentially suitable products.
Review of content management and publishing processes, to identify ways of improving training and other support for intranet authors.
Provided support to the project team tasked with designing and delivering a brand-new corporate intranet on SharePoint 2010.
Listed on a 3-year panel arrangement with Austrade, to provide usability and research services.
Australian Ethical Investments
Conducted research to support the creation of a new intranet, focusing on staff and organisational needs. This project produced a concrete roadmap of activities, along with supporting tactical and strategic recommendations.
Australian Film Commission
Mentored the intranet manager at key stages throughout the creation of a new intranet for the merged organisation. This included advising on the initial scope of the intranet, and the design of the homepage. Also assisted in selecting a new content management system for the public websites.
Australian Government Information Management Office (AGIMO)
Commissioned by AGIMO (formerly known as NOIE) to develop four of the new Better Practice Checklists, covering content management systems, intranets and search. We also reviewed or revised a number of other checklists.
Australian Health Service Alliance
Worked with AHSA, a company that represents 24 of the 43 Registered Private Health Funds across Australia, to help them select a new CMS for their public website. This focused on identifying and documenting business requirements, as well as providing a short-list of potential CMS vendors.
Australian National University
Conducted user and stakeholder research to support the development of a new website strategy, including mentoring to the project team.
Australian Volunteers International
A non-profit organisation, Australian Volunteers International called on our vendor-neutral advice when selecting a content management system.
Assisted BHP Billiton to select a new content management system for the main corporate website, to replace the existing platform. This involved documenting business requirements, providing a short-list of potential solutions and facilitating vendor demonstrations.
Provided mentoring to the intranet team, including the use of the 6×2 methodology to identify a six month plan for intranet improvements.
Conducted a review to identify the staff and business needs for an intranet. This was used to develop an intranet strategy and the scope for the initial launch. Also assisted BreastScreen Victoria in the selection of a content management system.
Caloundra City Council
Conducted a comprehensive review of the Council’s business environment and staff needs, as the basis for the development of a new corporate intranet. Also supported a similar review of the Council’s websites.
In addition to the intranet and website work, we conducted a usability review of the classification scheme for a new document management (EDMS) system being deployed (see the case study for full details).
Taking a bottom-up approach, we supported the project to establish a new “HR Service Centre” within Caltex. Our activities focused on establishing a new call centre intranet (using a commercial wiki solution) to replace the previous file server containing more than 50,000 documents.
Conducted a comprehensive intranet needs analysis project, leading into the development of an innovative new design and structure for the site. (Read the case study)
Also provided advice and support to the intranet team, as part of an ongoing mentoring relationship. This included a focus on metadata, authoring models, and intranet launch strategies.
Centro Property Group
As part of the initial stages of a project to develop a new corporate intranet, we ran a facilitated workshop to identify overall intranet scope and to determine an initial information architecture. This was then been used by the intranet team as the basis for the development activities.
Child Support Agency
Conducted expert reviews and thorough needs analysis to identify user needs for CSA’s intranet, internet and CSAOnline (client extranet). Strategic and tactical recommendations were provided, along with a roadmap for each of the sites for the next 6-12 months.
Working with the project team, we provided mentoring support for the redesign of the corporate intranet.
Assisted ClubsNSW to select a new content management system for their public website. This included developing business requirements, providing a short-list of products, and participating in the vendor demonstrations.
Commonwealth Bank (CBA)
Starting with the corporate intranet team, we developed an overall architecture and model for the intranet as a whole. We then helped the central team reshape their roles and skills, as well as working with key business units on their local intranet redesigns.
Conducted a review of the existing intranet, leading up to a redesign following best-practice usability and information architecture principles. We also redesigned the online complaints form, the key functionality on the external website.
Conducted a comprehensive intranet needs analysis and intranet design project. This project involved research with plant and corporate staff, stakeholder alignment discussions and a full architectural design.
Department of Agriculture, Fisheries and Forestry (DAFF)
Conducted research with a wide range of staff to identify intranet needs and issues. Used this to develop strategic and tactical recommendations, along with a roadmap for the coming 6-12 months.
Department of Family and Community Services (FaCSIA)
Conducted an intranet review involving staff from both state and national offices, leading to the identification of key information needs, as well as supporting strategic and tactical recommendations. Also worked on the redesign of the intranet (applying best-practice usability and information architecture techniques). (Read the case study.)
Department of Immigration (DIAC)
Assisted with the evaluation and selection of a content management system (CMS). The business requirements were based on our Requirements Toolkit, which were refined and clarified with our assistance. Based on the business requirements, we provided a short-list of three products, and acted as a specialist advisor during the demonstrations and following evaluation.
Also conducted a substantial review of the call centre operations in NSW and Victoria,
providing a range of recommendations on content, usability and broader information management.
Department of Veterans’ Affairs
Completed a comprehensive review of the existing intranets within the department, identifying a range of tactical and strategic recommendations. Also provided advise on the selection of a new content management system.
Family Court of Australia
The growth of the call centre within Family Courts prompted a review of information management within the area. This included building a clear understanding of current operations via interviews and workplace observation, leading to a range of strategic and tactical recommendations for future IM activities and solutions.
Federal Court of Australia
Conducted a substantial review of the existing intranet, website and judgment publishing processes and platforms. This identified a number of opportunities for improvements, covering both business processes and technologies.
Financial Ombudsman Service (FOS)
We assisted FOS with the development of a knowledge management strategy, detailing strategic and tactical recommendations and developing a practical roadmap for the organisation.
Conducted a broad knowledge management project focusing on gaining the input of staff from across the organisation (and throughout Australia). This identified a range of key findings which will be used to guide the review of the existing KM strategy.
Gladstone Ports Corporation
Conducted a comprehensive intranet needs analysis project to help provide strategic direction and help align the various stakeholder groups. We were further engaged to mentor the intranet team to design their new intranet.
Hunter New England Health
Conducted a thorough needs analysis as the starting point for the redevelopment of the corporate intranet. This project proved highly successful, and in a short period of time, it identified a substantial range of both strategic and tactical recommendations. (Read the case study)
Also assisted throughout the process of selecting a new content management system (CMS), from determining the initial requirements to facilitating the vendor demonstrations.
HNE Population Health
Conducted a review of information management (IM) and records management (RM) practices within Hunter New England Population Health. This identified a programme of pragmatic activities designed to improve operational effectiveness, while addressing IM and RM issues.
Worked with IAG (formerly known as NRMA Insurance) for over six years. In that time, we developed a custom content management system, and have consulted on a range of projects, including the development of the intranet. (Read the case study and testimonial)
Provided mentoring to the intranet team, to assist in strategic planning for the redevelopment of the site, and to identify key opportunities for improvements. This included supporting the team through a needs analysis process.
Conducted intranet needs analysis to identify key opportunities for a redesigned intranet, including the exploration of new online services for cabin crew.
Provided ongoing mentoring to the intranet team, covering intranet strategy and design. Advice was also provided regarding best-practice approaches to the use of collaboration tools.
A wholesaler of construction equipment, we assisted Kobelco-CNH with the selection of a content management system to deliver a new dealer portal. This included determining and documenting business requirements, and providing a short-list of potentially suitable products.
Provided mentoring support to the global intranet team as part of a strategic intranet redesign, as well as providing intranet design services for a key business unit.
National Australia Bank (NAB)
In a mentoring role, we have helped the intranet team (sitting within corporate communications) refine the strategy and plan for a global intranet redesign.
National Native Title Tribunal
Conducted an intranet review involving staff from offices around Australia. This identified usability issues with the current intranet, described key staff information needs, and provided recommendations for immediate improvements and strategic direction. Also provided consulting and mentoring support to the user-centred redesign of the intranet.
National Prescribing Service
Assisted in the selection of a new content management system (CMS) for the public website and intranet, and provided supporting advice on interface design and usability. Also provided mentoring support on the creation of a new intranet.
NSW Department of Education and Training
Worked with the newly-appointed intranet manager to develop a strategy for the redevelopment of the whole corporate intranet. This included documenting a governance model and recommended short-term activities.
NSW Finance & Services
Working with a senior team at this mega-agency, we helped develop a strategy for the redevelopment of the Public Works intranet site.
NSW Office of Fair Trading
Acted in a coaching and mentoring role during the redevelopment of the corporate intranet (including the implementation of a new content management system). As part of this, we provided “on call” advice regarding a range of design and deployment issues.
Office of Information & Communications Technology (OICT)
Commissioned by OICT to develop the Review of Content Management for the NSW Government. This investigated the current adoption of content management with NSW agencies, as well as conducting research into current issues and best-practice approaches.
Assisted in the selection of a new content management system, including developing requirements, reviewing scenarios and providing a short-list of potentially suitable products.
Over a period of time we worked with QLD Treasury on a number of intranet related activities, starting with a review of the existing intranet and creation of a strategy for redevelopment and ongoing improvement of the intranet. The next task was to undertake a user-centred design approach for the redevelopment of the intranet in order to improve its usability and usefulness. Finally, we assisted with the development of in-house skills by running a ‘Writing for the Intranet’ workshop.
Rabobank (Australia and New Zealand)
Working with frontline staff across Australia and New Zealand in addition to corporate office staff, we developed a comprehensive intranet strategy and vision.
Conducted a review of the attitudes of frontline staff towards incident reporting and follow-up processes. This fed into the “Just Culture” change program underway within RailCorp. We have also developed personas for key staff such as train drivers, station staff and rail engineers, as well as providing advice on intranet strategy.
Rural Industries Research and Development Corporation (RIRDC)
Working closely with staff and the executive team, we developed a knowledge management strategy and were further engaged to help develop a number of follow on projects including role assessment and competency model implementation; executive development; process improvement; communities; and intranet design mentoring.
The content management system first developed for IAG was deployed at RTA as the platform for Frontline Help, a comprehensive knowledge repository for the Newcastle Call Centre. (Read the case study and testimonial)
Also conducted a review of knowledge management systems and practices inside the Traffic Management Centre (TMC).
Establishing a long-term relationship with the experienced intranet team, we helped Stockland deliver a strong new corporate intranet. Following this, we assisted in the design and launch of collaborative features, which were delivered via Newsgater and SharePoint 2010.
Sydney Opera House
Helped to select a new content management system, including developing requirements and providing a short-list of potential vendors.
Sutherland Shire Council
Conducted research with a wide range of staff to identify intranet needs and issues. Used this to develop strategic and tactical recommendations, along with a roadmap for the coming 12-18 months.
Researched the needs of staff and the organisation to support the development of a concrete roadmap for intranet improvements, focusing on activities that will deliver clear business benefits.
University of Canberra
We were contacted during the later phases of the project to select a content management system for the University, to provide an external review of the selection process. This review was designed to give the University a greater degree of confidence about their project activities, as well as highlighting any gaps in the process or requirements.
University of Melbourne
Helped the University to develop concrete business requirements for a content management system (CMS), as well as refining the overall scope of the project. We also assisted in the creation of the final tender document.
University of Technology Sydney (UTS)
Research was conducted with academic and support services staff across the organisation to help integrate and guide an intranet solution.
University of Western Sydney
Helped the University to select a new content management system (CMS), including developing requirements, providing a short-list of vendors and facilitating the vendor demos.
As part of the review of the current intranet, we ran a series of mini workshops to generate ideas for the future of the intranet. The workshops included general discussion and targeted activities such as prioritisation exercises and card sorting.
A new content management system was required for the VicSuper public website. We assisted throughout the selection process, including developing requirements, providing a short-list of products, and participating in the vendor demonstrations.
Vodafone Hutchison Australia (VHA)
Following the merger of Vodafone and Hutchinson Australia into VHA, we provided a strategy and models for how this large mobile telecommunications company might integrate multiple intranets into a single holistic offering.
We conducted comprehensive needs analysis activities in order to understand the issues and requirements of staff and the broader strategic direction of the organisation, subsequently developing a strategy that identified where the intranet can play a role.
Assisted in the selection of a new content management system for the public website. This included developing thorough business requirements, supporting the creation of scenarios, and providing a short-list of potentially suitable vendors.
Woollahra Municipal Council
Assisted the Council to select a new content management system for the public website. This included developing business requirements, providing a short-list of products, and participating in the vendor demonstrations.
Also conducted an intranet review, identifying a broad range of tactical and strategic recommendations, along with a roadmap for the next 6-12 months.
An intranet review was used to identify both short-term improvements, and long term strategic directions. Primarily focusing on staff interviews, an expert review of the site was also conducted.
A selection of our international clients:
Boehringer Ingelheim (Germany)
As part of an international consortium led by Intranet Focus in the UK, we conducted user research in the Asian region for a global intranet and information management review. We also provided input into the final strategy and recommendations, including participating in a session in Ingelheim, Germany.
Environment Agency (UK)
Provided ongoing mentoring for the intranet team, supporting a total redesign of the organisation-wide intranet. This included providing advice on strategic planning, information
architecture and content management. Sessions were held in Bristol and London.
International IDEA (Sweden)
We developed an information strategy that provided an overall approach with detailed activities required to support the proposed vision. This intergovernmental agency headquartered in Stockholm and we in addition to face-to-face research in Stockholm and Lima research was also conducted with field staff in other South American cities, Africa, Asia and Australia. We were further engaged to help develop their new intranet.
Led an in-house strategy session with the intranet team, at the outset of a major redesign project. This was conducted at LEGOLAND in Billund, Denmark.
Open University (UK)
Provided advice to the intranet team on strategy and planning issues, focusing on the redevelopment of the corporate intranet. This included an evaluation of potential technology directions, and overall project planning and resourcing.
Rabobank International (The Netherlands)
Provided expert advice to the intranet team at the outset of a major intranet redevelopment project, focusing on identifying an overall strategy and approach.
United Nations High Commissioner for Refugees (Switzerland)
Conducted an extensive information architecture project for UNHCR, to restructure the global intranet. This involved work in both Australia and Switzerland, and it generated a new high-level structure for the site, along with recommendations on how best to quickly improve the site.
Conducting research into intranet needs throughout the WWF network, focusing on field staff. Locations being visited include Australia, NZ, Jakarta, KL, Nepal (Kathmandu), India (Delhi), Geneva, Kenya, Tanzania, Mozambique, and Madagascar.
- American Family Insurance (USA)
- Audit Office of NSW
- Australian Federal Police
- Australian Institute of Criminology
- Australian Institute of Health and Welfare (AIHW)
- Australian National University (ANU)
- Australian Museum
- Australian Tax Office
- Australian Radiation Protection and Nuclear Safety Agency (ARPANSA)
- Australian War Memorial
- AXA Australia
- AXA UK
- The Benevolent Society
- Brisbane City Council
- Bureau of Meteorology
- BUPA Australia
- Cancer Council NSW, The
- CitiPower / Powercor Australia
- City of Sydney
- Clinical Excellence Commission
- Coca-Cola Amatil
- CS Energy
- CSL Limited
- De Bortoli Wines
- Department of Ageing, Disability and Home Care (DADHC)
- Department of Conservation (New Zealand)
- Department of Defence
- Department of Human Services
- Department of Primary Industries (Victoria)
- Department of Primary Industries and Fisheries (Qld)
- Dyno Nobel
- Energy Australia
- Ergon Energy
- Ericsson (Sweden)
- Geoscience Australia
- Guild Insurance
- Henry Davis York
- Hobart City Council
- HomeStart Finance
- HK (Denmark)
- Imdex Limited
- Land and Water Australia
- Macquarie University
- Macquarie University Library
- Meat & Livestock Australia
- News Limited
- NSW Department of Commerce
- NSW Health
- NSW Lotteries
- Pine Rivers Shire Council
- Queensland Health
- Queensland University of Technology (QUT)
- QR National
- Rural Industries and Research Development Corporation (RIRDC)
- RSL Care
- RSSB (UK)
- SA Police
- South Western Sydney Area Health Service
- Southern Health
- Sydney University
- St John (NZ)
- TAFE NSW
- TAL (Formerly Tower Australia)
- Tamworth Regional Council
- T-Corp (NSW Treasury Corporation)
- Tennis Australia
- Therapeutic Goods Administration (TGA)
- Toowoomba Regional Council
- Translink (Queensland)
- Transport Ticketing Authority (Victoria)
- Tropical Savannas CRC
- University of NSW
- University of Technology Sydney (UTS)
- University of Queensland
- Victorian Department of Education & Training