Challenges with their legacy intranet like poor user experience, low engagement, weak search results, and minimal support, caused frustration for admins and users.
How they conducted thorough research, including surveys, focus groups, and interviews to gather feedback and define requirements.
Evaluation involved cross-functional stakeholders, whose input fed their decision based on user ratings, credit union experience, and industry features.
A structured migration and phased soft launch ensured a smooth transition, culminating in a high-energy, leadership-supported launch event fueled by coffee, and team spirit.
As the Manager of Internal Content at Premier America Credit Union, Michelle focuses on improving internal processes and communication. With a background in English and adult literacy, she brings a thoughtful, user-centered approach to design, content, and information flow—always aiming to create accessible and intuitive experiences.
As Director of Organizational Effectiveness at Premier America Credit Union, Chris oversees and evolves organizational development programs, driving positive outcomes in areas like team member engagement and process improvement, and launching key initiatives such as the intranet and procedures. With over 15 years of experience in leadership, training, and operational management, she ensures a strategic focus and measurable value for resources and content, aligning them with organizational goals to achieve meaningful results.
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