The Insolvency Service

Providing a greater understanding on internal organisational communication.


The Insolvency Service is an executive agency of the Department for Business, Innovation & Skills (BIS). It provides an insolvency law and regulatory framework, as well as providing the means of supporting it.

As part of a wider change consultancy taking place across the organisation, The Insolvency Service required an in-depth understanding of the state of their intranet. This needed to be provided with clear specification of high level requirements and solutions to steer the broader project into the next stage.

My role

  • Facilitation of four workshops with Insolvency Service employees to gain insight into the intranet, perceptions of the reality of using it and an understanding of what staff want from it
  • High level requirements specification
  • Development of user stories including personas and journeys
  • Information architecture restructuring and sitemap
  • Presentation of results and next steps to senior stakeholders


  • Our research and analysis provided a clear understanding of what users’ requirements were, their day to day needs and ways to make the intranet more useful and engaging. Aside from making sure that any new system met users’ needs, the buzz generated across the organisation by the workshops further enhanced staff engagement with the project and ensured that a variety of voices and opinions were heard and factored into the decision making process.
  • Our guidance around the intranet’s management, content management (authoring) and workflows provided a strong foundation from which to build procedure for the new intranet. This was of high importance as structure and management was key in making the finished product a success.

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