Finding Information Takes a Backseat to Providing a Comprehensive User Experience
July 20, 2016
The article titled An Intranet Success Story on BA Insight asserts that search is less about finding information than it is about user experience. In the context of Intranet networks and search, the article discusses what makes for an effective search engine. Nationwide Insurance, for example, forged a strong, award-winning intranet which was detailed in the article,
“Their “Find Anything” locator, navigation search bar, and extended refiners are all great examples of the proven patterns we preach at BA Insight…The focus for SPOT was clear. It’s expressed in three points: Simple consumer-like experience, One-stop shop for knowledge, Things to make our jobs easier… All three of these connect directly to search that actually works. The Nationwide project has generated clear, documented business results.”
The results include Engagement, Efficiency, and Cost Savings, in the form of $1.5M saved each year. What is most interesting about this article is the assumption that UX experience trumps search results, or at least, search results are merely one aspect of search, not the alpha and omega. Rather, providing an intuitive, user-friendly experience should be the target. For Nationwide, part of that targeting process included identifying user experience as a priority. SPOT, Nationwide’s social intranet, is built on Yammer and SharePoint, and it is still one of the few successful and engaging intranet platforms.
Chelsea Kerwin, July 20, 2016
There is a Louisville, Kentucky Hidden Web/Dark
Web meet up on July 26, 2016.
Information is at this link: http://bit.ly/29tVKpx.