Developing a new intranet to unite 15,000 Con Edison employees

In 2018, Con Edison set out to transform its employee experience by building a centralized intranet. Our team began by conducting workshops, user interviews, and analyzing employee workflows. The insights revealed that fragmented information and lack of intuitive tools were key barriers. We used this understanding to design user personas and create a roadmap focused on simplicity and usability. We co-create with stakeholders at every step to ensure alignment and ownership of the changes. With clarity of purpose, we laid the groundwork for a secure, scalable platform tailored to employee needs.

This project required a multidisciplinary approach. We worked hand-in-hand with Con Edison’s internal teams over 12 months, combining deep industry insights with technical expertise. Using human-centered design principles, we addressed pain points through collaborative content strategy sessions and user testing. To future-proof the platform, we implemented a governance model to prevent duplication and clutter. The new intranet standardized communication with templates and intuitive navigation, ensuring employees had quick access to critical safety protocols, tools, and resources. Together, we delivered a secure, scalable, and human-centric portal that met the evolving needs of 15,000 employees.

The impact of the new intranet was transformative. By focusing on simplicity and usability, we improved the employee experience dramatically. Search use rose by 50%, enabling faster access to resources and reducing frustration. Employee satisfaction increased by 30%, reflecting a system designed for their needs. Operationally, the platform saved Con Edison $285,000 per month by reducing time spent searching for information. With 76% of employees using the intranet daily a year after launch, the platform drove lasting value and earned recognition as a top 10 intranet by Nielsen Norman Group.