sam mefford enterprise search practice lead avalon consulting, llc. changing ‘hide and seek’ to...

Sam MeffordEnterprise Search Practice Lead

Avalon Consulting, LLC.

Changing ‘Hide and Seek’to ‘Index and Find’

© 2008, Avalon Consulting, LLCProprietary & Confidential

Changing ‘Hide and Seek’ to ‘Index and Find’

• Successful Search is Simple•Connect Users -> Information

• How to Implement•Education is key


Successful Search is Simple

• Industry messaging too complex• Users want Information• How do we connect Users ->

Information?•Focus on the User needs•Focus on the Information•Focus on the UI!

Search Features UI

• OSFA is bad for the user• Constant innovation

distracting• Google is a bad & a good

example• Search Engines are not the

solution, they are a part of the solution


Faceted NavigationFaceted NavigationFaceted NavigationFaceted NavigationFaceted NavigationFaceted Navigation

Focus on UI!

• What do Monster, Amazon, and Kayak have in common?•Faceted Navigation•Targeted Search Applications•User-Experience Driven

• Data from many sources well integrated

Faceted NavigationFaceted Navigation




Focus on Information

• Organize index on user needs, not available sources• Mashups / Virtual Documents

• Increase the Signal (more right information)• Make it easier to add info—consider self-service• Audit—percent information searchable?

• Overcome the Noise (less wrong information)• Structured data powers faceted navigation• Extract structured data• Focused search applications• Custom relevancy


Focus on User Needs

• Search Engine = Application platform•Search Engine != complete solution

• Give users the customized UIs they need

• Give users the information they need• Give users the speed they need• Give users the feedback loop they need


How to Implement?

• Educate Search Decision Makers• Conduct Interviews• Present realistic plan• Set expectations of ongoing

improvement


How to Implement?

Educate Search Decision Makers• Conduct Interviews• Present realistic plan• Set expectations of ongoing

improvement


Educate Search Decision Makers

• Search is not a black box

•Evangelize great UI features like facets

•Explain indexing, query, results, security

• Use important initiatives to frame search capabilities

• Institutionalize search experience feedback loop


How to Implement?

• Educate Search Decision MakersConduct Interviews• Present realistic plan• Set expectations of ongoing

improvement


Typical Interview

• What search terms?• What expected results?• “payroll calendar”

•Received most recent calendar for another division

•Solution: sort by date, boost by user’s division

• “hedis access to care report”•No meaningful results•Solution: index reports, apply security


Typical Interview, cont.

• “EBT”•No useful results•Solution: update synonyms from posted

list

• “performance evaluation forms”•want it to prompt “Did you mean:

performance agreement form”•Solution: custom key match (outside

search engine)


How to Implement?

• Educate Search Decision Makers• Conduct InterviewsPresent realistic plan• Set expectations of ongoing

improvement


Present a Realistic Plan

• Take time to match user needs to available features

• Start with search applications, not Enterprise Search

• Plan for IA, L&F, UI Toolkits, SSO, SEO, CM, UAT


How to Implement?

• Educate Search Decision Makers• Conduct Interviews• Present realistic planSet expectations of ongoing

improvement


Set Expectations of Ongoing Improvement

• Benchmarking & measurement• Include feedback forms & user surveys

• Search Center of Excellence•Bandwidth to focus•Experience•Ongoing evangelism & education

• Governance Committee(s)


Conclusion

• Search is Simple•Connect Users -> Information = UI

• Search Engine is a part of the solution

• Education is key• Search nirvana is available NOW

Contact Info: Sam MeffordEnterprise Search Practice Lead

[email protected]