In Their Words: 5 Lessons Learnt from the University of Leeds’ Intranet Transformation

When I joined the University of Leeds as Head of Internal Communications, it was clear that we were facing a major digital challenge — one that fellow universities and other large organisations will recognise. Our intranet and wider digital estate had grown organically over time, ending up fragmented, outdated, and difficult to navigate. Staff struggled to find information, trust the tools, or connect across teams.

Fast forward two and a half years, and we now have a centralised, modern, and user-friendly intranet — one that acts as a single source of information for over 9,000 staff and supports a truly connected campus.

The journey wasn’t simple, but it was transformative. Along the way, I learnt five key lessons that might help anyone looking to overhaul their intranet or unify their internal communications.

1. Recognise the Need for Change

Before you can fix a problem, you need to be honest about it.

When I arrived, I quickly saw how broken our digital estate was. We had around 650 separate WordPress sites, alongside various SharePoint Team and Communication sites — each with their own logic, design, and standards. Information was buried, duplicated, or simply out of date.

Staff were frustrated. Feedback from across the university highlighted a common theme: people couldn’t find what they needed to do their jobs effectively.

We knew we had to step back, look at the full picture, and start again with the end user in mind.

2. Choose the Right Technology (Even If It Surprises You)

I’ll admit it — I wasn’t always a fan of SharePoint. My past experiences led me to believe it was clunky and inflexible. But that changed when I was introduced to SharePoint Modern.

The timing was right. Microsoft had made major improvements, and as a Microsoft house, we already had the licences and infrastructure in place. Once I saw the potential — sleek, flexible templates, better integration, and mobile responsiveness — I was converted.

Choosing SharePoint Modern allowed us to deliver quickly, reduce costs, and stay within a familiar ecosystem. It also meant we could futureproof our platform and avoid the trap of custom-built intranets that become obsolete the moment they launch.

3. Build a Business Case Backed by Evidence

To bring people with you, especially leadership, you need more than just a good idea. You need evidence.

We ran a full discovery phase — surveys, workshops, and focus groups — to understand the problem from every angle. One stat in particular stood out: only 24% of staff said they could quickly find the information they needed.

That figure became a powerful rallying cry. It cut through complexity and made the case for change impossible to ignore.

We also audited our existing content and platforms to understand the scale of the issue. This data helped shape a clear business case with tangible outcomes — improved efficiency, better user experience, and alignment with our university’s strategic goals.

4. Involve People Early, Often, and Authentically

We knew we couldn’t build a connected campus without bringing our people with us.

So we identified around 200 site owners and content editors and invited them to help shape the intranet from the beginning. These were people already responsible for content across the estate — we just hadn’t given them a shared home or framework before.

We built a network of contributors, trained them, supported them, and listened to their feedback. Many became champions of the project. Their input helped us refine the design, test the navigation, and ensure that the intranet would genuinely support day-to-day work.

By involving stakeholders early and creating a sense of ownership, we avoided the usual resistance to change. It became their intranet, not just another comms project.

5. Keep Momentum and Make it Feel Real

It’s easy for digital projects to lose steam — especially when they span months or years. One of the most important things we did was maintain momentum.

We committed to a clear build phase of just three months, backed by a strong delivery plan and an engaged community. By setting boundaries and delivering visible wins, we kept energy levels high and avoided the dreaded “perpetual beta” trap.

We also made the intranet feel real from day one. We populated it with useful, up-to-date content. We built in search, feedback tools, and integration with existing Microsoft apps. And we designed it to reflect our university’s brand and values — so it didn’t feel like an afterthought.

A Connected Campus, A Stronger Community

The new intranet has done more than just tidy up our digital estate. It’s strengthened the way we work together, given people clarity and confidence, and helped us build a more connected university community.

If you’re planning your own digital transformation, my advice is simple: listen to your users, involve your people, and don’t be afraid to rethink old assumptions. The result is worth it.