Replacing an HR document library with user-centred Intranet content
The challenge
A global financial services organisation relied on a large library of PDF documents to support employees using its HR information systems.
Over time, ongoing HR technology projects resulted in new documents being added to the intranet without reviewing existing content. As the library grew, employees were presented with multiple versions of the same instructions, inconsistent document formats and outdated guidance that remained searchable long after it should have been retired.
Content ownership was also unclear. Project teams would often create and publish content during implementation activities before moving on to other projects or leaving the organisation altogether. Responsibility for maintaining information was rarely handed over in a structured way.
As a result:
Employees struggled to find reliable guidance.
Search results returned outdated or conflicting information.
HR and IT teams could not confidently direct employees to self-service resources.
Trust in the intranet declined.
Support teams continued answering questions that should have been resolved through self-service.
The organisation needed a more sustainable approach to managing HR technology content while improving the employee experience.
The approach
A global financial services organisation relied on a large library of PDF documents to support employees using its HR information systems.
Over time, ongoing HR technology projects resulted in new documents being added to the intranet without reviewing existing content. As the library grew, employees were presented with multiple versions of the same instructions, inconsistent document formats and outdated guidance that remained searchable long after it should have been retired.
Content ownership was also unclear. Project teams would often create and publish content during implementation activities before moving on to other projects or leaving the organisation altogether. Responsibility for maintaining information was rarely handed over in a structured way.
As a result:
Employees struggled to find reliable guidance.
Search results returned outdated or conflicting information.
HR and IT teams could not confidently direct employees to self-service resources.
Trust in the intranet declined.
Support teams continued answering questions that should have been resolved through self-service.
The organisation needed a more sustainable approach to managing HR technology content while improving the employee experience.
Understanding employee needs
Research showed that employees were rarely searching for PDF documents.
They were trying to complete tasks.
Common goals included:
Updating personal details
Requesting leave
Managing performance activities
Using HR systems
Understanding policies and processes
Rather than asking, "Which document should we provide?" we asked, "What is the employee trying to achieve?"
This shift in perspective helped reposition the project as an employee self-service initiative rather than a document management exercise.
The focus moved from managing files to helping employees find answers and complete tasks.
Content design and information architecture
Using insights gathered during discovery, we redesigned the experience around employee needs.
The project involved systematically replacing PDF-based content with structured web pages that were easier to find, easier to read and easier to maintain.
We worked with HR and transformation stakeholders to:
Convert high-priority PDF content into web content
Apply consistent content structures and templates
Improve page headings and navigation
Organise information by task rather than system structure
Improve search visibility and discoverability
This approach significantly improved the experience for employees while reducing the effort required to maintain content.
We also reviewed the site's information architecture to ensure that content could be organised, searched and maintained effectively over time.
The result was a more intuitive and sustainable intranet experience built on best practice content design principles.
Governance and capability building
Improving content alone would not prevent the same problems from returning.
To create a sustainable solution, we worked with the HRIS team to establish a clear content governance model.
Ownership of all HRIS support content was formally assigned to the systems team, with named site owners accountable for content quality and governance.
Together, we established practical publishing standards and governance processes, including:
Peer review requirements
Content review cycles
Metadata and reporting processes
Publisher onboarding requirements
Ongoing governance meetings
We also introduced content design training modules to help content owners create and maintain user-centred content independently.
Rather than relying on communications and change teams to produce and publish content, the HRIS team developed the skills and confidence needed to manage content as part of their day-to-day responsibilities.
Search optimisation and reducing legacy confusion
A key objective was improving the quality of search results.
Large document libraries were contributing to poor search experiences, making it difficult for employees to identify the most relevant information.
To improve searchability, we:
Removed document libraries from search visibility
Prioritised web content over PDF content
Retired redundant and outdated documents
Improved page structures and metadata
Reduced duplication across the site
The solution deliberately used standard SharePoint capabilities to maintain simplicity, improve accessibility and reduce long-term support requirements.
This ensured the experience remained sustainable without relying on custom development.
The outcome
The HRIS team regained ownership and control of all HR technology content.
Employees could more easily find accurate guidance and complete tasks without relying on support teams.
The organisation benefited from:
Improved employee self-service
Better search results
Reduced duplication
Clear content ownership
Stronger governance
Improved content quality
Greater consistency across the intranet
The HRIS team could now confidently manage content, onboard new publishers and maintain standards without ongoing support from project teams.
Most importantly, the experience shifted from a large, unmanaged document library to a sustainable employee support service.
Reflection
This project reinforced an important lesson.
Many organisations believe they have a search problem, a SharePoint problem or a technology problem.
Often, they have a content ownership problem.
By combining content design, employee self-service, content governance, capability uplift, and search optimisation, the organisation was able to improve both the employee experience and the long-term sustainability of its HR technology content.