Our KM Column article for this month is a case study written by Donna Maurer on the User-centred redesign of the FaCS intranet. To quote:

Following a user-centred design process proved invaluable. Conducting extensive user research at the beginning of the project, and then involving staff in design and testing activities throughout the process ensured that by the final stages there were no major surprises.

In many ways, this was a ‘textbook’ application of user-centred techniques to the redevelopment of a large Government intranet, and it serves as a useful model for other organisations looking to tackle the same issues.