Thoughtworks

The Challenge

Thoughtworks had multiple variations of intranets and communication platforms in the past. After scaling beyond the capabilities of Jive, the team migrated content to Google Sites. The solution was convenient given their adoption of Google Workspace, but severely limiting from an organization and content management standpoint. The lack of permission controls, templates and navigation features led to a disorganized and disconnected environment. Thoughtworks required a more sophisticated communication and employee experience solution to support their more than 10,000 employees. 

The timeline of migrations and workarounds led to what Thoughtworks referred to as a, “teenager’s bedroom.” Content was scattered, the most valuable material was hard to find and no one wanted to tidy things up (except the KM&Comms team!). 

Additional challenges included: 

• Multiple platforms, applications and links 
• No single source of truth
• Geographical and team silos
• Lack of content management features: permissions, templates, etc. 

Thoughtworks amassed an impressive collection of content from subject matter experts around the world but it wasn’t always easy to find answers to questions or know the right person to contact. 

Introducing: Thoughtworks Central

Several events and key stakeholders spurred the knowledge and employee experience transformation. Initially, Thoughtworks rolled out a limited knowledge base team solution via LumApps. Eventually, Rafael “Rafa” Oliveira, Head of Knowledge Tech Delivery at Thoughtworks, attended the LumApps customer event, LUX, in New York City. Conversations with fellow LumApps customers highlighted the potential of LumApps technology. Rafa partnered with two colleagues on a similar mission. Martin Deakin, the Global Head of Internal Communications and Anindita Sen, the Global Head of Knowledge Management. All three worked together to merge the needs of communication, knowledge sharing and knowledge management.

This collective effort led to their platform being updated, expanded, and given a fresh name, Thoughtworks Central. Several goals were met during the following months: 

• A single source of truth, accessible to everyone regardless of location
• Better personalization, simplification and synchronization of users and groups
• A true “digital home” with appropriate branding and context
• Efficient communication during the global brand refresh with a dedicated homepage section
• Implementing a massive boost to content awareness, going beyond a news portal

The second event happened in September 2021 when Thoughtworks successfully became a publicly-listed company on the Nasdaq stock exchange, with a first-day market valuation of almost $9billion. This unprecedented time in company history required an unprecedented level of communication and knowledge organization. Thoughtworks leveraged LumApps to create a section within Central dedicated to IPO news, FAQs and employee resources.

Key Use Cases

Knowledge Base

A library of resources allows the international workforce to find answers and get work done.

Employee Social Advocacy

An integrated social advocacy feature allows employees to easily share company news and messaging through their social media account, boosting reach and engagement.

Midweek Messenger

Every Wednesday, communication teams use LumApps’ newsletter functionality to send important updates and employee engagement initiatives – driving traffic to Central.

Easier Communication

During important moments in company history, communication teams leveraged LumApps to support employees and answer questions around their brand refresh strategy and IPO campaign.

Solution and Key Figures

Consistent benefits include:

• Google integration: As a Google shop, Thoughtworks benefits from LumApps’ thorough integration with Google Workspace and Google Cloud Search.
• Increased productivity: Employees have direct access to their digital home for all knowledge and collaboration needs.

• High employee engagement: Central connects thousands of employees who work across 14 countries in more than 40 offices, or remotely.
• Improved collaboration: Employees contribute, discover and engage with content in a simple and effective way through their LumApps platform.

Thoughtworks posted record numbers during their IPO week, the spike in traffic coincided with an integrated internal communication and social amplification campaign.

As we focus on building out our digital workplace, we think it’s important to support new ways for people to work together and share information. We see a future where our tools help bring the information that you need to you, and we are excited to be building towards this, together with LumApps.

Andy Yates, Head Of Strategy Tech Ops at Thoughtworks

When we look at traffic, we had two big spikes this year. One was the brand refresh, the second one was the IPO. With each of them, we needed to share a lot of information, there was a lot of communication involved. Central played an important role. Thoughtworks Central has continued to flourish as a connection point for the international workforce.

Rafa Oliveira, Head of Knowledge Tech Delivery at Thoughtworks

Adoption is increasing at a really good pace. Real adoption, not forced… people are saying ‘hey, check this link out on Central.’ So there are people making this connection organically

Martin Deakin,, Global Head of Internal Communications and Anindita Sen, Global Head of Knowledge Management at Thoughtworks