JLL Connect:
A Modern Intranet for a Global Workforce
Unifying tools, content, and collaboration into one seamless experience.
TL;DR
Redesigned JLL’s intranet to streamline workflows for over 100,000 global employees. Introduced a modular system, simplified navigation, and aligned four core workstreams—leading to higher engagement, faster task completion.
Challenges
JLL’s intranet had evolved into a fragmented, underused ecosystem. It wasn’t just a content issue—it was a trust issue. Employees avoided it, key workflows were buried, and regional inconsistencies made scale nearly impossible.
-
Inconsistent Navigation Across Sections: Different areas of the intranet might use varied navigation structures, leading to confusion and a learning curve for users as they switch between sections.
-
Outdated Content and Lack of Real-Time Updates: Important resources and updates aren’t refreshed regularly, resulting in employees working with outdated information and losing trust in the platform’s reliability.
-
Lack of Personalization: All users experience the same interface, making it difficult for employees to quickly find resources or updates relevant to their specific roles or departments.
-
Fragmented Communication Channels: Communication is scattered across multiple tools or sections, complicating team collaboration and making it hard to track project updates and departmental announcements.
Approach (Drive Outcomes, Not Just Screens)
-
Search-first architecture: Enabled faster access to people, documents, tools
-
Unified design system: Replaced inconsistent modules with reusable patterns
-
Stream-based navigation: Aligned intranet with how people actually work
-
Governance model: Introduced tools and rules for sustainable content updates
My Responsibilities
I led the research and design for JLL’s global intranet—used by over 300,000 employees across 7 countries—focusing on improving core workflows and daily productivity.
-
Customer insights & concept definition: Partnered with PMs and a co-lead designer to uncover user needs, validate behaviors, and translate insights into actionable features.
-
Product strategy & scope: Defined and prioritized the product roadmap in collaboration with PMs—balancing business and user goals to shape both MVP and long-term direction.
-
Experience vision: Developed frameworks, design principles, and prototypes to communicate the strategic vision and gain alignment across cross-functional teams.
-
Collaboration at scale: Worked closely with in-house designers and platform designers, along with their PM partners to ensure consistency and contextual adaptation across workstreams.
Uncovering User Needs
Our journey began with a simple yet powerful principle: content comes first. Before diving into layouts or visuals, we focused on understanding the information employees needed most and how they accessed it. By prioritizing clarity, relevance, and structure, we ensured that the intranet was built around delivering value to its users.
The next step was ideation for:
1. Deeper Platform Engagement, Simplification of Interface and Content
2. Better Decision Making, Increasing Engagement, Peace of Mind
3. Opportunities for Delight and Good to Haves
A Unified Hub, Empowering Every JLL Employee
We envisioned a place where JLL’s global workforce feels connected, informed, and empowered. An intranet that isn’t just a tool, but a hub tailored to the daily needs of every employee, whether they’re in the office or on-site. With personalized content, streamlined workflows, and seamless communication, we designed an experience that elevates how employees interact with information, collaborate across regions, and stay aligned with the company’s goals.
This vision isn’t just about access—
it’s about transforming the way JLL works, one click at a time.
Outcomes
Impact (Pre-launch testing & internal rollout)
-
🧭 Navigation simplified: Previously, employees took 3–4 clicks to access key tools. Post-redesign, quick-access modules reduced this to 1–2 clicks—with global usage up by 30%.
-
🛠️ Fewer support requests: Monthly intranet-related issues dropped from 120+ to under 50, reflecting better discoverability and self-service.
-
📉 Drop in bounce rate: HR policy and tool pages saw bounce rates fall from 40% to 15%, indicating users were finding what they needed without abandoning the flow.