Case Study: Enterprise Search
Deliver a new intranet search experience for a global company that employs more than 50,000 people worldwide.
Predictive UX surfaced critical usability issues in search for the corporate content and design teams of a global company while also training employees on how to think about and design for search experiences.
Our work resulted in the following outcomes:
- New search result designs for each unique content type
- Increased user trust
- Reduced time to information
- Improved clarity
- Improved adoption
- Improved accessibility
- Reduced clicks and scrolling
"Great job...we had great dialogue in the session today."
"You are, as always, awesome."
"Your wireframe demo was very nicely done."
The Challenge
Making knowledge findable and actionable.
Search within the organization's intranet was not a trusted tool for finding information. The user experience was frustrating and confusing, resulting in an abandonment of search all together.
To diagnose and solve the problem, we were asked to:
- Conduct an analysis of the current state of search
- Socialize thought leadership on maturing search
- Educate teams on search user experience best practices
- Create high-fidelity wireframes showcasing the future state vision
- Provide actionable recommendations to improve search usability and drive adoption
"Search is the place that employees go to find and act on the information they need to be productive.”
Our Approach
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First, we created a baseline of the current state of search and compared it to user experience best practices.
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Next, we created a search UX maturity model and conducted a gap analysis between current state and the target state (maturity level 5).
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We then created wireframes to show our client how to apply Level 5 UX to the search experience.
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We finalized our work with a report detailing actionable recommendations they could take to improve search usability.
The deep dive analysis of the current state of search helped us identify gaps and pain points with the existing search user experience. Our process involved working with the content and UX teams to review existing personas and to conduct an employee survey about search experiences. As an outcome of our analysis, we created a scorecard detailing specific opportunities for improvements.
Next, we leveraged our findings as input into wireframes of new search experiences where we introduced "zero-click" and highly actionable search results. We finished our work by detailing actionable steps the content team could take to move the search experience up the maturity scale. Our target state recommendations were documented in a full-length report coupled with the maturity model, scorecard analysis, and annotated wireframes.
DELIVERABLES
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Current State Assessment
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Employee Survey
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Usability Audit
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Search User Experience Primer
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Search Result Design Workshop
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Creation of Search Usability Maturity Model
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Search Scorecard
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User Experience Design (wireframes)
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Target State Recommendations
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Gap Analysis Between Current State and Target State
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Two Full-length Usability Reports