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The Insolvency Service

Discovery project: user research programme to define business needs, translate these into specifications, user journeys and Information Architecture to gain stakeholder buy-in

In-depth understanding of internal perceptions, High level requirements specification, User stories, journeys, Information architecture restructuring and sitemap, Analysis of solutions, Planning of next steps

Background and requirement

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 to support it, by dealing with financial failure in the economy and any associated misconduct. This is done through the provision of an investigation and enforcement regime as well as other administrative and advisory services.

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.

The Panlogic deliverables included:

  • In-depth understanding of internal perceptions
  • High level requirements specification
  • User stories/journeys
  • Information architecture restructuring and sitemap
  •  Analysis of solutions
  •  Planning of next steps

What we did

Panlogic conducted four internal workshops with The Insolvency Service in order to gain insight into the intranet, perceptions of the reality of using it and an understanding of what staff want from it. These workshops also provided us with the information needed to create detailed personas and user journeys.

Using our tried and tested model for website review, our ‘Four Pillars Evaluation Framework’™ approach, we provided analysis of the information obtained and gathered requirements against which we mapped the content, enabling us to define appropriate Information Architecture and create an optimal sitemap.

The requirements, along with technical interviews that we conducted to gain a broader understanding of their systems provided the valuable information we needed in order to explore a solution which, when delivered with our analysis, provided a steer into the next stage of the broader programme.


Value is considered across two axes:

1.       User engagement

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. The outputs from our consultancy ensured that the new intranet would have a specification that delivered much greater organisational ‘buy-in’, which was vital for future success. 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.

2.      Organisational

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.

Client comment

“It’s always a must to engage our users early on and Panlogic’s discovery workshops enabled us to do that. They validated what we already knew and gave us lots of user findings on content, design, functionality and usability”

Demetri Asprou, Head of Employee Engagement Communications


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