Our mission was to uncover the root causes of findability challenges and reduce time-to-knowledge by designing a future-state, AI-enabled unified search experience and workflow for the U.S. division of a global enterprise.
About This Project
Predictive UX was engaged to lead user experience and research activities within a large-scale digital transformation program focused on improving knowledge management, system usability, and unified search across more than a dozen service platforms. We worked in partnership with the client and other vendors to guide strategy, conduct field research, and design improved workflows for global service and support teams.
Client
A global enterprise in the healthcare sector, serving clinical, technical, and support teams across hospital systems, diagnostic service networks, and remote care environments.
What We Did
Led service engineer research and journey mapping, created unified search experience, and collaborated with cross-functional teams to redesign knowledge workflows across multiple platforms.
Outcomes
Future-state designs aligned with service workflows that include a unified search experience to lay the foundation for scalable, AI-powered knowledge delivery with projected savings of $10M+.
Representative Deliverable
We are unable to show actual deliverables due to a client NDA.
The Challenge
Service engineers at this global company collectively spend over 250,000 hours per year searching for information—a problem compounded by fragmented tools, siloed content, inconsistent metadata, and monolithic documentation formats. Internal systems were poorly aligned with the real workflows of service engineers leading to:
-
Delayed resolutions and inconsistent service quality
-
Low adoption of knowledge-centered services
-
Underutilized content hidden in inaccessible formats
-
Disjointed search experiences across tools and platforms
The team needed a vision for the future—one that connected information, systems, and users to deliver the right content at the right moment.
Representative Deliverable
We are unable to show actual deliverables due to a client NDA.
We facilitated multiple workshops with key stakeholders and field engineers to understand current state workflows and co-design the future of finding knowledge.
What We Did
- Executive journey mapping for engineers to identify pain points across service lifecycles
- Unified search experience design leveraging AI answers, knowledge panels, personalization, and expert-finding features
- Recommendations for content governance and taxonomy harmonization
- Search enablement roadmap with phased implementation strategy and dependencies
- Service and support UX alignment across multiple content sources
- Established initial design principles for findability enhancements to support further innovation
Deliverables
- Current state usability audit and maturity model
- 6 detailed personas grounded in real-world service team roles
- Current and future-state journey maps
- Search UI wireframes and interaction models
- Strategic search recommendations and content system findings
- Highlight reels and visual findings decks for each system
- Insights reports used to drive roadmap and change management planning
Impact
- Delivered future-state unified search designs aligned to real-world engineering workflows to enable an AI enterprise search solution
- Enabled roadmap planning to meet $10M in projected productivity gains and additional millions in revenue growth by FY27
- Provided clarity on current system maturity, UX friction, and content quality gap
- Supported organizational alignment around unified search, simplified knowledge access, and system interoperability
- Created a foundation for future innovations in AI-assisted support, call center deflection, and modular content reuse
We are unable to show actual deliverables due to our NDA with this client.