Workshop to improve the search functionality of a knowledge base

Home » References » Workshop to improve the search functionality of a knowledge base

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



  • 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

Wenn Sie auf der Seite weitersurfen, stimmen Sie der Cookie-Nutzung zu.
If you continue to visit the site, you agree to the use of cookies.
Privacy Policy / Cookie Policy

Die Cookie-Einstellungen auf dieser Website sind auf "Cookies zulassen" eingestellt, um das beste Surferlebnis zu ermöglichen. Wenn du diese Website ohne Änderung der Cookie-Einstellungen verwendest oder auf "Akzeptieren" klickst, erklärst du sich damit einverstanden.