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

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