From Clunky to Cutting-Edge: An Intranet Modernisation Journey

Our client is a leading global insurer, operating across all major insurance markets worldwide. With a comprehensive portfolio of insurance products and risk management solutions, they are committed to protecting what matters most to individuals and businesses around the globe

Challenge

Our client’s existing intranet was built on Classic SharePoint — heavily customised, difficult to maintain, and no longer aligned with best practices or modern user expectations. It had become overly complex, hard to navigate, and disconnected from Microsoft’s ongoing platform enhancements.

With thousands of critical pages and documents in play, and an organisation spanning multiple regions and business units, migrating to a new platform without disrupting business operations was no small feat. Our client needed a solution that could modernise their intranet while preserving the valuable content their people relied on every day.

Key drivers included:

• Delivering a modern, streamlined user experience
• Simplifying the technology stack for easier support and maintenance
• Leveraging Microsoft’s latest Modern SharePoint features, including Viva Connections
• Replacing legacy custom components with out-of-the-box functionality wherever possible
• Modernising site architecture for a flexible, future-proof information structure
• Implementing targeted content delivery for a personalised, relevant experience across global teams
• Migrating and modernising existing content with minimal disruption to daily business

Our solution

We kicked things off with a comprehensive discovery phase, hosting a series of interactive workshops with stakeholders from Group Comms and each division. Together, we validated requirements, reimagined the information architecture, and mapped out a bold content strategy.  The outcomes included a prioritised requirements backlog, a restructured navigation model (informed by tree testing analysis), a robust content governance framework, and a tailored change management strategy.

From here, the team developed the new intranet, predominantly built on out-of-the-box Modern SharePoint and Viva Connections, supplemented with a select number of smart, lightweight custom components:

• A dynamic campaign banner for high-impact comms and calls to action
• A live share price web part, pulling real-time data via API
• A page-level application customiser displaying key metadata
• An interactive homepage tour for new users
• A custom-built toolbox — a much-loved feature reimagined as a sleek, fly-out panel accessible anywhere via the SharePoint App Bar, allowing users to browse, search, filter, and pin favourite tools with ease

Given the scale and complexity of the content, a phased, carefully planned migration approach was essential. After detailed audits and planning workshops, we developed a suite of migration scripts and tools to automate as much of the process as possible — from creating modern pages to updating metadata and fixing internal links. However, despite automation, significant manual remediation was required to meet the quality standards our client expected. Hundreds of pages and thousands of documents were successfully migrated, modernised, and optimised for the new platform using bespoke page templates and layouts developed specifically for their needs.

Adoption & Change Management
To ensure a smooth transition, we also delivered a series of change and launch communications, tailored training sessions, and comprehensive support materials for users, content authors, and administrators. This proactive, people-focused approach was key to driving engagement and adoption from day one.

Results

Our client’s new modern intranet isn’t just a technology upgrade — it’s a strategic enabler for their global organisation. Seamlessly integrated with Viva Connections, it gives employees instant access to critical information, tools, and resources via Microsoft Teams, on mobile, tablet, or desktop. The streamlined, user-friendly platform is easy to maintain and fully aligned with Microsoft’s latest digital workplace innovations, creating a connected, flexible environment that keeps employees informed and empowered wherever they’re working.

The new intranet enhances internal communication, improves collaboration across regions and business units, and supports a more decentralised, empowered publishing model. With personalised content, smart audience targeting, and simplified navigation, staff can quickly find what matters to them, work more efficiently, and stay connected to the organisation’s priorities.

The redesigned Toolbox has also become a fan favourite, delivering a dramatically improved way to access tools and resources, tailored by division. The overall result is a vastly improved digital experience that better connects our client’s global workforce, boosts productivity, and lays the groundwork for continued transformation.

We’re proud to see this platform positioning our client for the future — enabling a more agile, engaged, and productive workforce, while building a scalable foundation for innovation and growth.