The European Investment Bank : Strategic consultancy
How EIB is breaking down internal boundaries
The European Investment Bank is under constant pressure to perform – as a Triple A rated financial institution and asa European role model. And it is under constant scrutiny – by civil society and its stakeholders.
Internal communication takes on a special importance in this context. Not least because the Bank is facing rapid change: changes to its operating environment both within and outside the Bank, an evolution of its role in financial markets, and the blurring of traditional boundaries between its internal and external communications.
It needed new and better ways to share knowledge and information between its different directorates and multi-cultural staff, and to enhance efficiency.
Our content strategy focused on the Bank's chief communication and knowledge sharing tool: its intranet. As in many companies, the intranet, flavour of the 90s, has become an evolved mass of different ideas, platforms and sites, each with its own distinct design and architecture making information difficult to find.
We interviewed internal stakeholders and users about their experiences of the intranet, to gauge the gap between what it needed to do and what it could do. To bridge that gap we audited the intranet page by page, flagging issues like broken links, duplicated or dated content, and readability issues.
Our findings helped us to recommend:
- ways to improve user journeys and cross directorate co-operation
- new universal naming and labelling conventions
- improved tagging and indexing schemes
- imposing a more consistent style and structure.
We developed an information architecture and taxonomy for a new site, testing terms with a card sorting exercise and developing a controlled vocabulary. ‘Nirvana’ state wireframes provided a vision and roadmap for its future development.
Underpinned by a detailed governance guide, the site has a major role to play in helping the Bank help Europe through its economic crisis while accelerating the transition to a smarter, greener and sustainable economy.
- User-centred web designCity & Guilds
- Information architecture and brandUniversity of London