Overview

IBM’s workforce needed a secure, reliable way to access company resources, collaborate, and request support while working remotely or on the move. The existing desktop-only intranet limited flexibility and created delays for employees who relied heavily on mobile devices. The w3 Mobile App initiative was launched to bring essential intranet features—search, support, HR services, company updates, and collaboration tools—to a unified mobile experience.

Challenges Identified

• No dedicated mobile solution for employees to access critical intranet resources

• Fragmented systems for HR, tech support, and enterprise tools

• Inconsistent user experience across iOS and Android platforms

• Strict security, privacy, and compliance requirements

• Need for accessibility-first design aligned with WCAG standards

• Growing demand for personalized, intelligent experiences tailored to user needs

Approach

We began by analyzing employee workflows, surveying mobile usage needs, and identifying the most common tasks performed away from the desktop. We partnered with security, HR, and IT teams to map system dependencies and ensure that mobile access met IBM’s enterprise-grade security expectations.

Using user research and scenario mapping, we designed interaction models that supported quick tasks, fast information retrieval, and guided help flows. We created iterative wireframes and prototypes and tested them with global employee groups to validate navigation, speed, clarity, and accessibility.

We also introduced early generative-AI features to streamline support interactions. This allowed the app to assist employees with tailored responses to HR questions, IT troubleshooting, onboarding workflows, and policy searches.

Solution

The final product was a modern, secure mobile intranet app built with React Native and the IBM Carbon Design System, ensuring consistency across iOS and Android platforms. Key features included:

• A unified mobile home hub for quick access to documents, announcements, and tools

• Integrated generative-AI support for HR, tech support, and general inquiries

• Personalized dashboards based on role, location, and frequently accessed services

• Secure authentication and compliance with internal privacy and accessibility standards

• Consistent visual patterns and interactions leveraging the Carbon Design System

• Streamlined task flows optimized for small screens and fast decision-making

Outcome

The phased rollout of the w3 Mobile App significantly increased employee productivity and improved the overall digital workplace experience. Employees gained on-the-go access to essential tools, reducing delays and improving collaboration across time zones. The app saw strong adoption across both iOS and Android platforms, with notable improvements in employee satisfaction, faster support resolution, and increased engagement with internal communications.

My Role

Mobile Design & Strategy Lead

User Experience Design

Design for AI

Vector Illustration

Accessibility Guidance

Carbon Design System Development & Support