Discover · Add-on
Treat internal users as customers
Staff who use internal tools deserve the same care as customers. Research their work and design for it.
About 3-10 daysEvergreenLast reviewed 5 November 2026
Who this applies to
- Skills it builds
- Discovery and research
- PM types
- Platform
- Product types
- Internal tool or platform
- Starting points
- All
- Ways of working
- All
- Experience
- All
- Size of organisation
- All
Steps, by experience
Beginner (under 1 year)
- Identify the staff groups who will use the tool.
- Watch them at work and note their pain points.
- Find out what tools they use alongside it.
- Involve them in testing.
- Measure time saved and errors reduced.
Intermediate (1 to 4 years)
- Research staff in context.
- Test with real staff and data.
- Measure efficiency and satisfaction.
Experienced (5+ years)
- Measure the business value of internal tools.
- Build a feedback loop with staff.
- Hold internal tools to public-facing standards.
Who can do this
Owner: Product manager
Can be delegated to
- User Researcher: Research staff in their workplace
- Business Analyst: Map processes and systems
Reviewed by: User Researcher
Tool examples
- Miro
- Map a day in the life of each staff group.
- SharePoint / Word
- Gather feedback through existing staff channels.
Definition of done
- Staff groups researched
- Pain points prioritised
- Measures agreed
Common pitfalls
- Assuming staff will cope
- Designing from the procedure manual
- Ignoring other tools they use
If you lead the team
What good looks like: Staff who use internal tools are researched and designed for with the same care as customers.
Ask your PM
- When did we last watch staff use this tool?
- What workarounds do people rely on today?
Warning signs
- Requirements come only from managers, not users.
- Adoption is assumed because staff have no choice.