One average intranet. One simple brief: “Screw Average. Create Amazing”
A stirring rallying cry – but could staff deliver on it? Virgin Trains realised there were barriers to its staff truly living the company’s brand promise to ‘Screw average, create amazing.’
One of these was its intranet, The Forum. Virgin Trains wanted it to become an amazing facility for staff – one that gave them the info and functionality they need, when they needed it, to deliver great customer service.
An online survey and a network-wide series of focus groups and interviews gave us views from a broad range of Virgin Trains’ people – from ticket sellers and collectors to train drivers, customer service staff and senior managers.
The research echoed the anecdotal evidence Virgin Trains had already gathered, revealed what staff most urgently needed to change, and directly informed the redesign of staff communications across the board.