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Case study
How we transformed a fragmented, inefficient policy system into a streamlined, centralised knowledge base as part of a broader transformation project that entailed migrating a communications platform along with multiple Google Sites into a resource-rich, user-friendly intranet.
By migrating 450+ pages to a single internal platform, we improved accessibility, enhanced search functionality, and empowered employees with self-sufficiency. This overhaul not only saved time but also strengthened user perception of the company's policies.
UX and Project Lead
Desktop and mobile
April 2023 - June 2023
Conducted workshops to ensure stakeholder alignment.
Restructured the information architecture, conducted a content audit and optimised the content design.
Collaborated with stakeholders to standardise policy structures.
Made design and usability improvements to achieve AA accessibility compliance.
Oversaw the implementation and rollout to ensure a smooth transition.
Trained key content owners on creating and updating policies within Salesforce.
Employees can now find answers independently, reducing time spent searching and increasing self-sufficiency.
With fewer policy-related questions, managers have regained focus on strategic tasks, boosting overall productivity.
The new system has instilled confidence among employees, creating a more seamless and satisfying experience.
Standardised templates have streamlined content management, simplifying future updates and ensuring ongoing content quality.
Woolworths Group, with over 190,000 employees, faced challenges in policy accessibility due to critical information being scattered across multiple Google Sites. To streamline access and improve efficiency, we led a transformation project to migrate and centralise over 450 pages into a single, user-friendly intranet built on Salesforce CMS.
This new platform marks a significant shift in how employees access critical information, transforming policy management into a seamless, intuitive experience that enhances efficiency across the organisation.
Before the migration, employees faced multiple challenges:
Policies were housed across different portals, making it difficult to locate relevant information.
The lack of standardisation reduced trust in content and usability.
Employees spent unnecessary time searching for answers, affecting productivity.
Employees frequently relied on managers to find policy details on the main existing portal, diverting focus from strategic priorities.
To address these challenges, we implemented a structured, user-centric approach:
Transferred 450+ pages from the outdated portal to a single, well-organised internal website.
Created a structured knowledge base that improved trust and credibility in policy information.
Introduced anchor links and optimised search functionality for faster, intuitive access.
Reduced employee frustration by aligning navigation with real-world usage patterns.
Developed standardised templates for future updates, maintaining consistency and usability.
Reformatted policies with employee needs in mind, ensuring clarity and AA accessibility standards were met.
Built out a design system in Figma based on the brand guidelines and made improvements to colours to ensure AA accessibility.
Designed a system where employees could find answers independently, reducing reliance on managers.
Ensured policy content aligned with real-world employee workflows, making it actionable and relevant.
Content owners had different perspectives on what should be prioritised. A user-first approach helped align interests.
Key stakeholders felt that a policy migration transformation project was not achievable.
Content owners were accustomed to the old system, requiring targeted change management efforts.
Post-launch feedback highlighted further refinements, emphasising the need for ongoing iteration.
Testing feasibility with a few random policies highlighted a key challenge—migration time varied significantly. Early collaboration with content owners is essential to accurately estimate timelines and set realistic expectations.
Despite grouping content by type, a large amount of outdated content remained. Engaging key content owners early for content cleanup could have minimised effort spent migrating redundant information.
The project was completed in three stages, beginning with research and discovery to identify and define the problem. We then moved into the development and delivery phase, finalising designs and migrating 450+ policies to the new platform.
Ensuring stakeholder alignment using Miro.
Analysed 450+ pages to effectively group and reduce content types from twelve, to three for Australia and New Zealand.
Reviewed, recommended, and documented an updated structure with a sitemap and spreadsheet grouping and organising policies by topic to ensure clarity and ease of navigation.
Iterated on high-fidelity wireframes and worked closely with developers to ensure designs were implemented correctly.
Created responsive prototypes for desktop and mobile and conducted usability testing to refine the experience.
Executed migration, optimised search functionality with a clickable table of contents for policies, and trained content owners on the new system.
This project was more than a content migration; it transformed the way employees accessed and engaged with policies. By streamlining access and enhancing usability, the company reinforced its commitment to efficiency, accessibility, and a positive workplace culture—setting a strong foundation for continued growth and success.
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