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