Improving an internal communication platform
S
.
Context
The SWDE, or Société Wallone Des Eaux in French, is the company that produces and distributes water for approximately 70 % of the french-speaking population of Belgium.
A year prior it had set up a website which was conceived as a platform where the communication team would disseminate its editorial content. The site is public but its target is mainly the company's employees. The site also includes links to the company's intranet tools.
Partnership
During my networking efforts I met Mathieu Dumont, who just started to scope a mission for the SWDE. After a few exchanges he proposed that I join him on this freelance project.
T
.
The overall objective was to provide a comprehensive account of the level of satisfaction and perception of this platform grouped by profiles (office workers, field staff, managers). The workload was divided as follows:
Mathieu Dumont had already proposed the implementation of a qualitative method: a field study (interviews + observations).
I was in charge of the quantitative part: an online survey.
A
.
Survey Design
Survey Piloting
Quantitative Analysis
Convergent Parallel Analysis
Report Presentation
R
.
Operational
43 % | 21 %
Opening rate | CTR
The combination of using best practices on survey design, questions co-creation and proper diffusion strategy allowed me to maximize the survey's impact on the study.
Operational
10
prioritized recommandations
The report combining the analysis of both methods allowed the team to highlight several areas of improvements. From usability adjustments to content strategy, precious insights were shared to improve the future of the platform.