The Vacant Rotecoon

In setups with this shape, people learned the portal was a lobby, not a destination: homepage relevance was too broad, answers arrived too late, and top tasks lived behind too many small acts of memory. The bypass became its own support culture. Role-based content and guided support are not embellishments here; they are how trust gets put back into the shared entry point.

Left alone, this keeps 15–25% of tickets that guided support should absorb sitting back on the desk, while people keep losing the 15–30% of search time a role-aware homepage would remove. The cost is a parallel help network funded by habit.

In the healthier version, each audience lands somewhere recognisably theirs, with the relevant content already in view and routine questions handled before the desk becomes involved. People stop carrying tribal knowledge through Teams chats.

It is not a year-long rebuild; the first move is four to six weeks, mid-twenties spend, and depends on Employee Center Pro rather than a new operating religion. The wider plan has nine moves, so the sensible version is chosen by appetite: one move, a few, or the whole list.