About The Project

Industry

Banking

Product

Global Intranet

Year

2015

Awards

“Best Intranet”
Intranet Design Annual 2015
Nielsen Norman Group

Building a new communication channel

for 143.000 employees

UniCredit is a leading credit institution and member of an international network active in 17 countries and crossing more than 50 markets. Between 2005 and 2010, through a series of mergers UniCredit acquired some of the most prominent Italian and foreign players in the Banking and Finance industry, thus turning into the most important European banking group.

UniCredit Group selected Assist as their digital advisor, and the firm partnership so established has been in place for more than 12 years.
Owing to our User-Centered Design methodology we assertively contributed to the development of their new intranet: a challenging project that involved the vast world of UniCredit, as a whole.

About The Project

Building a common identity

It was necessary a reinforcement of corporate identity and culture to stimulate of a strong sense of belonging. The purpose was to create an information and operative tool for the management suitable to ensure multi-directional communications. Namely, an exclusive multilingual intranet had to be developed and used by more than 143,000 employees in 17 countries. We succeeded in involving all UniCredit teams stemming from diverse professional and cultural environments.

Solution

A global screening of employees’ needs

In order to develop such a wide-ranging tool, we had recourse to our User-Centered methodology, to involve users through face-to-face interviews and workshops and draw up a consistent concept to create a professional enterprise network.
After operating and coordinating these activities at global level, we were then able to identify the needs of UniCredit’s employees located anywhere in the world.

Result

Increase in usage and satisfaction

After the launch of the intranet, the results exceeded our expectations: the customers’ level of satisfaction rocketed from 38% to 79%.
The average time spent to search contents dropped to 67%, together with a fall of the bounce rates to 53%.

Daily accesses increased by 100% and our project was given the “Best Intranet” award at Nielsen Norman Group’s 2015 Intranet Design Annual. Owing to the intranet that we developed, UniCredit’s employees may benefit from a unique and effective tool available in all countries of the group affiliates: Austria, Azerbaijan, Bosnia Herzegovina, Bulgaria, Croatia, Czech Republic, Germany, Italy, Poland, Romania, Russia, Serbia, Slovakia, Slovenia, Turkey, Ukraine and Hungary. A HUB tool easily accessible that consolidated and strengthened their corporate culture.

Vodafone

Mobile/Digital Solutions / UX Research & Design

UniCredit

CRM and Marketing Consulting / UX Research & Design

FCA

CRM and Marketing Consulting / Multichannel Operations