Workshop to improve the search functionality of a knowledge base

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Starting point

  • Customer is a leading provider of medical devices
  • Use of a knowledge base with access options for customer service and external users (doctors, hospitals etc.) to provide internal knowledge and product information
  • Among the authors of the knowledge base there was no knowledge about the search behavior of the users
  • Inconsistent document structure and document versions in the knowledge base

 

Objectives

  • Comprehend the contents and objectives of the search queries
  • Find potential improvements for the search functionalities based on the new user understanding
  • Improve the content structure of the knowledge base

Course of action

  • Comparison of current contents and actual search terms in order to reveal the discrepancies
  • Collect feedback about the knowledge base to understand the status quo and find potential improvements
  • Impart knowledge concering search logic in order to derive potential development areas

Results and benefits

  • Improved understanding of customers
  • Higher usability of the knowledge base
  • Prioritization of the ideas for improvement
  • Preparation of the subsequent implementation of the improvements

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