We’re redesigning the Co-op Colleagues website and updating its content to make the navigation easier and the information more helpful to colleagues.
The problem we want to solve
There are lots of places where colleagues can find information about our policies, procedures and working at the Co-op. This is confusing because:
- We’ve never flagged one channel as the single, definitive place to find information.
- The information we give across the different channels doesn’t always say the same thing.
We’re now working with our internal comms team to make colleagues.coop.co.uk the main place to find out about being a Co-op colleague. It will help people who work here with everything from checking when they get paid through to finding out what to do before they go on maternity leave.
Favouring a website over the intranet
When we built the site a couple of years ago, we put it straight into the public domain, even though the main audience is people who work here at Co-op. It was a quick proof of concept, to show we could be open about our policies and procedures and make them more user-friendly. Doing it this way meant one Google search from any device could get a colleague straight to the information they need, without having to get onto our network or remember log-in details.
The best way to make information available to everyone who needs it is to make it open – that’s why the right product decision was to build a website rather than pour time into redeveloping our existing intranet.
There are other problems with the intranet too. Around 80% of our staff can’t access it because they work in our stores and warehouses and don’t have a work email address to log in with. For those who can log in, the search doesn’t work very well and the navigation isn’t intuitive. It’s not surprising many colleagues can’t find what they need and end up phoning our internal call centres for help, which takes longer, causes frustration and costs us more.
We’ve created a content ‘quality filter’
To avoid the Colleagues site going the same way as the intranet, we want to empower colleagues to help themselves. So we’ve created a proposition that provides a quality filter for everything that goes on the site.
All content must:
- have a clear user need
- be about being a Co-op colleague
- have a named content owner who’s committed to reviewing it at least once a year
If a piece of content doesn’t fit these requirements, it doesn’t go on.
A big culture shift
People are used to being able to publish any content they want to our colleagues – our proposition takes away that right. Everything for the site will now be reviewed, edited or created by a small team of trained editors from around Co-op. They will make sure everything fits the proposition and is designed to help users find out how to complete their task as quickly and easily as possible.
That’s why we’ve written guidelines for creating content completely open too. We’re asking a lot from people, so it’s only right that we’re completely open about what we’re doing and how we’re doing it. Then they can hold us to the standards we’re trying to set.
Where we’re going from here
We’ve already made some changes with support from Code Computer Love, but we’ll continue to add new content and restructure what’s already there over the coming months. We’ll also continue to review and iterate the guidelines to make sure they’re helping our editors to create content that meets our colleagues’ needs.
There’s a feedback button at the bottom of every page, so please let us know how we’re doing.
Content Community Lead