Prior to 2019, AB’s intranet, the Loop, was an in-house, custom-built platform managed by a small team. Employee feedback confirmed that user experience was a barrier to greater adoption and usage of the Loop. Some users admitted that they never used the Loop and other responses identified Search as the most common Loop issue; outdated pages and information was the second most common problem.
Overall, users were visiting the Loop but noting that it was difficult to find the information they needed. When they did reach the page they sought, the information was not always up to date.