Is it worth asking people what they want on your intranet?
Categorised under: Intranets
Allen Huish asks the question: is it worth asking people what they want on your intranet? To quote:
A great example of this bias in surveys was when British Airways was designing its new ‘Raid the Larder’ concept in Club World. The team involved did the right thing and got together some focus groups of regular customers and asked them to name the type of food they would like to have available to snack on during a flight. The respondents were pretty clear – mineral water, apples, maybe a light salad. In due course the larder was stocked with these kinds of things. However, when real customers used the larder they tended to leave the fruit and salad and head straight for the chocolate and cakes.
Tags: Intranets, needs analysis, user research
James Robertson is the Managing Director of 