Designing a Search Platform to Improve Access to Knowledge
BP- September 16- March 17. UK.
We designed an internal search platform with the end of increasing efficiency, managing knowledge and tapping into the human feeling of being helped and understood.
The service helped reduce millions in human mistakes caused by misinformation.
Concepts brainstorm with the team
Challenge and team
Designing an internal search and knowledge platform where users could find multi-region information about projects.
I led the service design work as part of team of UX, visual designers and researchers focused on understanding the needs of the organisation regarding knowledge management and access to information.
My work included conducting user research and delivering design artefacts that informed the UX and development of the platform.
Co-creation session with the client
Approach
Client co-creation and discovery activities followed by concept testing and MVP iterations.
When designing the platform, we realised that the brief went beyond a technical problem and understood that the main problem was one of broken communication between people across departments and geographies.
We developed user personas and did concept prioritisation, user journeys and experience maps to inform the UX and the development phase of the project.
Customer journey. Content is confidential and blurred on purpose.
Key results and learnings
Design driven by a human need to connect while increasing process efficiency
Designing this platform taught me not to take for granted the initial assumptions about what the users need from a digital solution.
While there were practical issues that needed to be resolved, adoption required internal communication about common information needs and identify gaps in order to improve searching.