Search Me: Designing Information Retrieval Experiences

Enterprise Search SummitMay 2009

Designing the Experience of Information Retrieval


Joe LamantiaStrategic Planner & Experience Architect

15 years: design, technology, business

write & speak: user experience – ubicomp

JoeLamantia.com

@mojoe

4Joe LamantiaDesigning the Experience of Information Retrieval : Enterprise Search Summit 2009

Today’s Menu

Situation

Understanding Audiences

Modes

Patterns

Lifecycles

Structures

(Really) Understanding Audiences


The Situation


Partnership with KeaneInformation Collection and

Business Process TransformationSurveyor Project Profile

Client: Leading Provider of Credit Ratings, Research and Risk Analysis for Fixed-Income Securities and Other Obligations

Business Need: Evolve the website into a more compelling information delivery environment that is superior to competitor sites, promotes the company’s overall business objectives, and meets the needs of business users, shareholders, issuers and investors

Strategic Goals• Usability: Identify usability issues and recommend areas of improvement to ensure that customers and

stakeholders will use it because they want to, not because they have to

• Scalability: Define a site architecture that is clearly capable of supporting future increases in user base and functional capability

• Flexibility: Define a site structure that allows for functional enhancements to made easily within a reasonable time-to-market

• Reliability: Verify that the right architectural components, monitoring tools and operational practices are being used to ensure that the site is stable and continues to run smoothly

• Manageability: Develop a build vs. buy strategy that makes the most efficient use of internal resources


Business Impacts Detracts from the value of Client ratings and

research

Limits ability to attract and retain “non-captive” customers in new markets

Current Limitations

Barriers to Ratings and Research Expansion

Clients can only realize the value of Client research if they can find it

User Issues Ineffective Basic & Advanced Search

No document cross-referencing

Ability to browse content tedious at best

Example Scenario: Search for Relevant Research

Senior Credit Analyst Client.com “quick search”

for “British Air”; no search results found

!

Advanced Search; non-intuitive interface

!

Leaves Client.com and finds desired content on competitor’s website

!

“Quick search” by “Ticker” for BAY.L; no search results found

!

“You have to know what you’re looking for” — Senior Credit Analyst, AIG Global Investment Group


Problem Example: Barriers to Value Perception

Example Scenario: View Latest Research

RatingsAdvisory

User Issues Research content is inconsistent

Related research functions are ineffective

Sites are difficult for users to understand and navigate

Business Impacts Hampers deepening of relationships

with established clients

Detracts from the company’s reputation as an authoritative source of high quality info

“I’ll go to (a competitor’s site) first, then I’ll go to (the company’s) if I have the time…” — Director, Global Ratings Advisory

Detail page contains assorted links and tabs; content not on one page

!

Related Research tab shows a seemingly random list of assorted documents

!

Research is split across a number of ill-defined doc types, published at different times

!

Goes to competitor’s site first, because competitor’s site is easier to use

!

A poor user experience lowered perceptions of Client


Information Retrieval

Goals and Recommendations

Recommendations

Develop an information taxonomy and ontology

Extend metadata collection

Implement a robust search architecture

Build user-centric search interfaces

Goals

Provide enhanced support for related research identification and retrieval

Implement robust document and content categorization to enable more effective keyword searches

Enable efficient topical searching of all documents and content

Develop advanced search capabilities that align to industry best practices


Information Retrieval

Build User-Centric Search Interfaces

Integrated and full-featured search interfaces will increase the effectiveness of Client search

Client.com

N/A

N/A

Current State Future State

Search Suggestions (i.e. Did you mean?)

Matching Issuers(grouped by business line)

Matching Research (Document Title)

Matching Research (Full Text)

Other Matches (i.e. site content, products, etc…)

Search Results

Did you mean? Refine Search

Save Search

Modify Alerts

Matching Issuers

Matching Research

Other Results

Suggest Alternate SearchesProvides alternate search terms such as corrections of CRSspelled words

Group Results Provides user with context to help interpret result sets

Integrate Results• Improves usability of the search interfaces

• Increases the probability of finding the desired result

Provide Other Matches• Includes non-research document content such as Rating Definitions eliminating need for users to know what content is and is not searched

Support Derivative Actions• Allows refinement of search criteria based on initial results

• Enables saving search criteria for future use• Provides framework to modify alerts preferences based on search results (and/or setup RSS feeds)


Phase 3: Integration & FlexibilityPhase 2: Consolidation & ScalabilityPhase 1: Foundation & Usability

Track 1: Information Retrieval

Track 2: Unified Service Delivery

Track 4: Governance

Architecture, Design,& Vendor Selection

SearchBaseline

POCMetadata Collection Baseline

Taxonomy/Metadata Mgmt. Baseline

Taxonomy/MetadataMgmt. Automation Support

Metadata CollectionAutomation Support

SearchTerm Expansion

Aggregated Market-Centric Pages

Track 3: Global Site Support

UEDiff.

UEPOC

Site Architecture & Design

Core Web SiteImplementation

Country/Lang Selector

Affiliate Integration Support

Improved Local Language Support

Migration Planning

Data ArchitectureFoundation Imp.

Product Migration

Migration Planning

Global Site Migration

Taxonomy/Metadata Mgmt. Social Tagging

SearchKey Identification

Metadata CollectionSocial Tagging

Ongoing Governance & Oversight

Product Lifecycle Process Improvement

UE Governance Arch GovernanceTax./Ont.Governance

Content/Publication Governance

GovernancePlanning

36-Month Roadmap


What Were We Supposed to Do?

The Surveyor resulted in a series of recommendations and a roadmap for implementation; the Client.com projects discussed in this case study focused on the highlighted objectives

Track 1:

Information RetrievalProjects focused on making it easierfor Client’s customers to findinformation on Client.com

Track 4:

GovernanceProjects and ongoing oversight focusedon establishing and maintaining quality,consistency, and integration acrossClient.com and the products

Track 3:

Global Site SupportProjects focused on supportinginternational growth by extendingClient.com features to regional sites

Track 2:

Unified Service DeliveryProjects focused on improving the usability, scalability, and flexibilityof Client.com

Redesign the Client.com UI and structure

Integrate research, data, and analytical tools

Consolidate & standardize content presentation

Integrate regional/localized sites with Client.com

Implement a high quality search capability

Implement a reusable services-based architecture

Standardize the way data is published to Client.com

Establish empowered site oversight groups

Implement streamlined product lifecycle governance

Objectives Roadmap


Audience Scope

Address the full spectrum of global finance• Worldwide and real time

• All activities & topics

700,000 documents• Refresh 1000 / day

• Diverse formats; pdf, doc, txt

Millions of data points (ratings)• Qualitative and quantitative

25 Services & products on-line• Combining documents and data

• Business intelligence, analysis / synthesis capabilities

Multiple delivery channels• Web applications, desktop applications, data feeds, document repository, web repository

Diverse customers• 100,000 users

• All perspectives


Understanding Experiences

Why are people here?



“To retrieve information”



What are people doing?



“Retrieving information”


Design Research


Understanding User Goals

Read operating guidelines

Review installation instructions

Scan technical support requests

Review technical specifications

Raw Goals



Root Goal

Review

“To examine in detail”


User Goals

To Assess means to make a judgement or decision about, considering relevant factors

To Compare means to review the similarities and differences of two or more examples of the same type of thing by looking at them in detail

To Find means to learn the location and status of

To Identify means to distinguish by the use of specific criteria

To Locate means to become aware of where and how a thing may be found, and / or contacted.


User Goals

To Monitor means to track the status and location of

To Obtain means to acquire and retain for other purposes

To Review means to examine in detail

To Save means to store and keep

To See means to be presented with in a manner that makes assumed relationships or characteristics apparent

To Understand means to consider all available points of view or sources of information on a topic / item / situation, and formulate an opinion and frame of reference for one’s own purposes.


Concept Maps



Analyst report

Issuer

Rating

Country

Information Objects

Security

Insurer

Rating Type



Concrete Goal

“Root goal + [information object]”

Review ratingsReview issuersReview securitiesReview reportsReview rating types


User Goals


User Needs


“Personas”

30Joe LamantiaDesigning the Experience of Information Retrieval : Enterprise Search Summit 2009 30

Group 1 Client Customers

Group 1 Needs/Goals:

•Personalized content offered before search

•Balanced portfolio of finding tools

•Stable destinations for common IR scenarios

•Monitoring and syndication capabilities to support internal workflows, processes

Group 1 Key Opportunities:

•Reduce reliance on search behavior and functionality for all IR needs

•Present commonly needed items on homepage and throughout site

•Create destinations supporting IR scenarios for related items, common focuses

Audiences

Information needs range from constant monitoring of activity to semi-annual gathering of slow cycle publications


Group 2 Client Users (non-paying)

Group 2 Needs/Goals:

•Satisfy diverse IR needs that do not support credit buy/ sell decisions

•Understand range and value of Client.com capabilities and offerings to support future purchase decisions

•Monitor Client responses to events and outside activities

Group 2 Key Opportunities

•Introduce componentized offerings to increase conversion

•Cross-reference content and offerings

•Tailored account types and access levels to increase user experience quality for specialist imperatives (regulatory)

Audiences

Access to limited types of information is needed on regular basis


Client ServicesGroup 3

Client Services Needs/Goals

•Rapid and effective IR capability spanning all Client offerings

•Call management integrated with publishing, other metadata

•Case management capability

Client Services Key Opportunities

•Integrate customer service and Client.com account management processes (update user profiles while talking)

•Focused tools for specialized IR needs

Access to all types of information is needed at every moment of every day


Client AnalystsGroup 4

Analysts Needs/Goals

•Easy access to research written by other Client analysts

•Views of underlying data to support analysis when talking with customers

•Ability to monitor publications on topics and industries related to their expertise

Analysts Key Opportunities

•Change perceptions of IR effectiveness by creating focused tools for specialized IR needs

•Create focused tools for other job needs, such as document management

•Provide cross-reference capabilities

Access to all types of information is needed at every moment of every day


IR Requirements



How are they doing __?


Modes


Modes

“…a broad but identifiable literary

method, mood, or manner that is not tied exclusively to a particular form or genre.”

http://en.wikipedia.org/wiki/Mode_(literature)


4 Modes of Information Retrieval

Seeking & Finding

Visiting Stable Destinations

Monitoring

Taking Delivery


Seeking & Finding

Seeking & Finding

The seeking mode focuses on traditional searching, but includes other activities such as narrowing sets using cumulative parameters, finding with/in faceted systems.

The key characteristic of seeking mode is that, users bring the situations and contexts (like search results) they encounter into existence by seeking them out.

When seeking, users encounter fluid destinations within the larger information environment based on what they are looking for, and how they are looking for it.

A classic example of seeking mode is a user who poses an ad-hoc query via a search interface, and sorts through the list of search results returned in response.

Seeking & Finding


Seeking & Finding

Seeking & Finding

Finding could take the form of active searching by posing queries to a search-style input experience.

Finding could also take the form of refining a list of potentially useful items based on facets of the content.

Users may not know in advance what finding activities will yield.

Users may receive a set of search results that includes many different types of items, from many different authors or content sources that conceptually relate to what they began looking for based on mappings of terms and concepts.

Seeking & Finding


Destinations


When visiting stable destinations, users encounter stable places within the information environment that exist regardless of the user's activities.

Destinations will offer users a set of things they know in advance and expect to encounter. Persistence could be conceptual only, reflected in navigation elements, or made part of the user experience via any number of mechanisms.

All destinations have a focus of some kind, such as a topic, or product, or event, and may be defined by the intersection of several focuses, such as products or documents created by one person that are related to a topic or event.



Destinations


Destinations could take the form of pages that assemble content, research, ratings, and functionality either dynamically based on business rules and profile information or manually selected by Client.com staff or the users.

Destinations will likely change based on business rules and user context, as well as changes in the items available within the environment.

A good example of a stable destination is the Arts page of the New York Time online; the articles and the art they concern change constantly, yet users know what to expect when they visit. The page is a visible part of the environment conceptually (as a category) and in terms of navigation, and is easily accessible directly from outside the environment.



Monitoring

Monitoring


Monitoring

Monitoring

Monitoring effectively extends the user experience and information retrieval capabilities beyond the boundaries of the originating environment, and allows users to know in advance what they will find or encounter when they enter the environment.

For example, a user may wish to monitor the publications concerning an issue in their portfolio; while the contents of new publications would vary, every notification they receive would concern a known issue.

Monitoring requires messages or communication tokens, commonly email, RSS, or SMS, but could take many other forms as well.

Monitoring


Delivery

Delivery

In this mode, users do not have to enter the environment at all to retrieve information, enabling them to further goals without increasing acquisition costs or effort.

Delivery could take the form of packages of documents or other content dispatched to users via numerous channels, such as RSS, email, SMS, etc.

Receiving delivered items is the least active mode we defined for users, allowing them to retrieve information without actively seeking, visiting a destination, or monitoring the environment.

Good examples of delivered information are the iconic stock ticker, RSS feeds for blog postings, and email publications.

Delivery


Monitoring Seeking


Delivery

Fluidity

Activity


Scenarios


Scenarios

Forward looking

Narrative

Communicate Vision

Speaks local language

Persona > Goal = Experience


Understanders and Decision Makers

Scenario: Evaluate New Issue

William C. | Credit AnalystCustomer evaluates new issue quickly

William, a Credit Analyst, sees in his Bloomberg console that a hospital he watches has offered a new issue.

William turns to Client.com, and searches for information on the issue by entering the CUSIP.

William is taken directly to the destination for the new issue.

The destination lists initial ratings and research for the issue.

William also finds the most recent publications on the issuer and the industry the issuer belongs to, and a link to the destination for the issuer.

The issue destination also offers a list of peer issuers (similar hospitals, or in the same region), as well as their senior un-secured ratings.

A summary and extract of Client most recent credit opinion on the issue and issuer appears as well.

William reads the summaries, considers the ratings, and formulates an opinion about the new issue based on the collected information Client.com presented.

F

S

F

S

F

S

F

S

F Finding

Stable Destination

Monitoring

DeliveryS

M

D

IR Modes Referenced


Research and Ratings Originators

Scenario: Rate New Issuer

Rebecca M. | Client AnalystClient Analyst understands new domain to rate a new issuer

Rebecca is a Banking Analyst for Client, focused on Latin American banks. She needs to rate a new issuer - a Chilean bank whose parent company is domiciled in Japan.

Rating this issuer requires Rebecca to understand subjects outside her expertise.

Rebecca visits the Latin American banking group destination. She is offered links to destinations for new issuers, all analysts tracking Latin American banks, and recent rating actions taken on issues in Latin American banking.

With an overview of the activity in her field by other analysts,Rebecca moves on to the linked new issuer page, which collects all recent publications concerning the issuer, shows the latest rating available for the Japanese parent company, and links to the destination for the parent company.

Rebecca visits the destination for the Japanese parent.

Here she reviews current ratings and the ratings history for the parent, as well as a summary of the most recent credit outlook and credit opinion Client has published about the parent.

Rebecca has stronger context, but would like to speak with someone who knows more about Latin American regional economics, and Chilean fiscal policy.

She visits the destination for Latin America, which identifies appropriate analysts from the Sovereign Group, and offers recently published research discussing major trends in econoimc development across the region.

Rebecca contacts two of the analysts, to discuss specific questions on economic factors in Latin America, and trends in Chile’s fiscal policy.

With her more complete understanding, Rebecca is confident she can rate the Chilean issuer properly.

S S S

S S

F Finding

Stable Destination

Monitoring

DeliveryS

M

D

IR Modes Referenced


Reference Users

Scenario: Researching Complex Topic

Peter N. | Corporate LibrarianNon-expert assembles research on complex topic

Peter, a Corporate Librarian, must respond to a request from an Analyst for the research that Client has published on the after effects of the Asian currency collapse.

Peter logs on to Client.com. This is a new topic he has not researched before, so he chooses to directly enter a query for “asian currency collapse effects” covering all types of research.

The returned results suggest that Peter would be interested in a special topic, “The Asian Financial Crisis”.

The results also provide Peter suggestions for related special topics, such as “Korean Financial Market”, and links to destinations for all suggested special topics.

The results list items for Peter’s query, and the special topic Asian Financial Crisis. He saves links to both topics.

Peter can search again, automatically using the special topics as a basis for the new query, applying additional parameters to the combined query as needed.

Peter refines the query, using terms related to the request such as corporate governance, and setting the scope to specific countries the analyst is interested in, such as Korea and Singapore.

Peter sorts the returned results by date, and filters out several types of publications he does not need to satisfy the request, and chooses five pieces of research to download at once, in the format the analyst prefers.

Peter includes the saved links to the special topic destinations in his response to the analyst’s request.

Peter dispatches the downloaded files to the analyst.

F F

S

F

S

F F

F Finding

Stable Destination

Monitoring

DeliveryS

M

D

IR Modes Referenced



Scenario: Monitor Portfolio (Activity / Research)

Anike W. | Portfolio ManagerTrack research published across portfolio of issuers

Anike manages a portfolio of credit issues from a large number of issuers. She has created several groups of issuers on Client.com to help her monitor the changes in Client view of the issues and issuers in her portfolios.

Anike regularly visits the destinations for her groups to see what new research of interest to her is available.

Anike’s group destinations provide a list of recent rating actions for her issuers, gather links to all new research of chosen types on the issues, list industries covered by the group, indicate new research published on the issuers, and offer destinations for the regions where issues are domiciled.

Anike needs to know immediately of any changes in the outlook for one issuer in the news for potential difficulties.

She creates an alert that will send her notice of an rating action or new research mentioning this issuer or issue.

Anike may need to change the mix in her portfolio. Her groups destination includes a cross-reference link to information on three issuers in her group offered by the Market Implied Ratings product.

Anike’s firm may purchase MIR, so she follows the link.

S

M

S

M

S

M

S

M

S

M

F Finding

Stable Destination

Monitoring

DeliveryS

M

D

IR Modes Referenced


Reference Users

Scenario: Customer Support

Margaret T. | Client Service DeskService desk assists customer

A frustrated customer calls the Client Service Desk to retrieve the Annual Default Study, without checking Client.com.

After many failed attempts in the past, the customer refuses to try finding things on Client.com…

Margaret locates the Annual Default Report in the list of “Most Requested Items”

Margaret asks what file format the customer prefers.

She emails the Annual Default Study to the customer.

She offers to explain three easy ways to obtain the study that are faster than calling.

Margaret recommends using the “Most Requested Items” list which gathers the most needed publications across all business lines and document types.

She explains where the list appears at key locations throughout Client.com, such as the home page.

She tells the customer how to directly download the latest version of the ADR and other commonly needed publications in a variety of file formats.

Margaret also tells the customer how to bookmark the destination page for the Annual Default Study, where the latest version is always available.

She explains how the customer can set an alert to be notified when the Annual Default study is updated.

She describes different delivery channels for the alerts, email, RSS, etc.

The customer does not want to receive any additional alerts. Margaret explains how the customer can have the latest version of the Annual Default Study automatically sent out.

The customer asks how to set this up.

Margaret guides the customer through setting up a subscription to the Annual Default Report by activating this feature (from the bookmarked destination page, or other locations).

The customer thanks Margaret for making things easier to find without mistakes, wasted time, or making many phone calls.

F Finding

Stable Destination

Monitoring

DeliveryS

M

D

S

D D

S

M M

S

S

IR Modes Referenced



Scenario: Understand & Interpret Methodology

Simon L. | Ratings AdvisorCustomer quickly locates methodology documents

Simon, a ratings advisor at an investment bank, needs to understand Client method for rating asset backed securities..

Simon logs on to Client.com. Simon is presented with recent and frequently requested publications in the area of structured finance, based on his role, profile, and interests.

Simon wants a longer term view of Client methodologies for structured finance. He navigates to the linked destination for all methodology publications, and focuses on the segment for structured finance.

Simon quickly locates the methodology publications pertaining to asset backed securities.

He selects several that meet his needs, indicates that he wants them added to a new packet of documents for later use.

Simon chooses to download the methodology documents immediately, as well as save the packet for later.

He reviews the packet, chooses the file format, and downloads the individual files all at the same time.

On the methodologies page, Simon sees a reference to a recorded Client briefing on emerging markets methodologies.

He reviews the summary of the briefing. It includes a list of the other topics addressed in the call, as well as the agenda and Client participants.

Simon begins listening to the recorded, to see if he should listen to the entire briefing now, later, or at all.

While listening, Simon recognizes the name of a Client analyst in the list of participants.

He follows the link to the destination page for the analyst, to see if the analyst has written any interesting publications recently. Simon stops and bookmarks the recorded briefing for later, and begins to review the downloaded methodology documents.

S

M

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S S S S

F Finding

Stable Destination

Monitoring

DeliveryS

M

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IR Modes Referenced


Patterns


Patterns

Repeated combinations of the modes

Spans goals, roles, objects, products, channels

Encourages long-term perspective


Information Retrieval Patterns

Seeking

Seeker


The Seeker is looking for something. Once found, the Seeker goes elsewhere to accomplish other goals.



Delivery

Regular Customer


The Regular Customer visits the same destination(s) consistently for the same reasons. Then the Regular Customer realizes they can save the time and effort of visiting, and switches modes to have the things they need delivered directly to them.



Seeking Seeking

Explorer


The Explorer is learning about a new (or changed) environment; exploring it's structure, contents, laws, etc. The Explorer may do this for their own purposes, or for others.



Initial Subscriber

Seeking DeliveryVisiting Stable Destinations

The Initial Subscriber seeks what is needed, finds the things needed, goes to their location(s), and then chooses to have these things delivered to allow them to seek other things.



Vigilant Subscriber

Monitoring

Delivery


The Vigilant Subscriber makes effective use of monitoring and delivery, followed up with visitation of destinations, to ensure they do not miss out on anything that might be useful to them within the environment.



Skydiver

External Referrer

The Skydiver makes a bold entrance from outside the environment, and lands precisely on target.




Watchdog

Seeking Monitoring

The Watchdog first finds things, and then places them under careful watch.



Returned Expatriate

Seeking DeliveryVisiting Stable

DestinationsMonitoring

The Returned Expatriate was away, and is back again. They begin by revisiting known places, then seek out what has changed, monitor changes for a while, and eventually begin to have valuable things delivered.



Vigilant Customer

Monitoring

Delivery


The Vigilant Customer comes by often, but wants to be sure, and so monitors things from afar for a while before deciding delivery is more effective.



Curious Subscriber

SeekingDeliveryVisiting Stable Destinations

The Curious Subscriber has things delivered regularly, but visits all the same to see what else may be available. And just to be sure, they seek out the things they suspect are here, but cannot see immediately.


Lifecycles


Lifecycles

Link patterns

Longer evolutionary arcs

Support strategic planning

Anticipate needs

Product management

Service design


Lifecycles

SeekerSeeker

Seeking

Visiting Stable

Destinations

Regular CustomerRegular Customer

Delivery

Visiting Stable

Destinations


Lifecycles


Delivery

Visiting Stable

Destinations

Vigilant SubscriberVigilant Subscriber

Monitoring

Delivery

Visiting Stable

Destinations


Lifecycles

SkydiverSkydiver

External Referrer

Visiting Stable

Destinations


Delivery

Visiting Stable

Destinations


Structures


Structures

Conceptual design for experiences

Addresses interaction, IA, content strategy

Cross media


Environmental Context For IR Activities

Focus

Global

Local

Regional

Global


Seeking Experience

Focus-based Seeking

LocalSeeking

FocusDelivery

FocusMonitoring

RegionalSeeking

GlobalSeeking


Seeking Experience

Local Seeking

LocalSeeking

LocalMonitoring

RegionalSeeking

GlobalSeeking


Seeking Experience

Regional Seeking

RegionalMonitoring

RegionalSeeking

GlobalSeeking


Seeking Experience

Global Seeking

GlobalMonitoring

GlobalSeeking


Destination Experience

Focused Destination

LocalSeeking

FocusDelivery

FocusMonitoring

RegionalSeeking

GlobalSeeking



Local Destination

LocalSeeking

LocalMonitoring

RegionalSeeking

GlobalSeeking

LocalDelivery



Regional Destination

RegionalMonitoring

RegionalSeeking

GlobalSeeking

RegionalDelivery



Global Destination

GlobalMonitoring

GlobalSeeking

GlobalDelivery


Design


Track 1:Information Retrieval

Surveyor

Track 2: Unified Service

Delivery

Interviews & Findings

User Roles + User Needs

= MatrixPersonas Scenarios

Monitor credit risk over time

Learn about Client

Understand the rating agency

Identify and compare entities

Access ratings, research & opinion

Perform customer service

Perform credit risk analysis

Search for Relevant ResearchLearn about ClientView Latest ResearchEvaluate New Product

Understand MethodologyMonitor PortfolioResearching Complex TopicRespond to Customer CallEvaluate/Rate New Issue

User Experience Reconciliation

Design Integration


Design Highlights

Example Scenario: View Latest Research

The analysis work helps to drive the High-Level Design; to review the design we’ll be focusing in on three key design highlights and using a typical user scenario to illustrate the design

Starting at the Client Rating Service homepage Robert searches for an issuer

The issuer page logically organizes all of the relevant content; Robert reads Client opinion

The search results enable him to refine the results, he selects to view the desired issuer

Robert JensenSenior Credit Analyst

Design Highlights »

1Home

2Browse

3Issuer

Two Site Experiences

Differences between the

“Corporate Users” and the

other user groups are

addressed by two separate

and distinct site experiences

Balanced Finding Tools

Users can find content by

dynamically searching and/or

selecting browse categories

that are meaningful to them

At-A-Glance Pages

All the information Client

offers for a particular entity

is presented in a structured

and organized fashion


Surveyor Example Concept Page

Consistent Framework

Page Title

Ratings List Tile

Highlighted Research Tile

Research List Tile

InteractiveMIR Tile

InteractiveReference Tile

Research

Research

Research

Analyze

Learn

AnalyzeProduct

Promotion Tile

A page integrates a number of functional tiles within a consistent site framework


Wire Frame


None of this was built.


Fortunately.


User Feedback


User Assessment of IR Capabilities

Overall, user needs are not supported by finding mechanisms and modes

•Searching emphasized over all other information seeking modes / behaviors

•Users must rely on search to meet needs better supported by other mechanisms

•Users must search to accomplish even simple IR goals

•Content not offered to users to attempt to meet their needs or goals



User assessment of search is affected by diverse factors:• User experience and design of Client.com

• Metadata on research documents

• Permissioning errors on research documents

• Customer support model

• Metadata management limitations

• Taxonomy / IA management difficulties

• Internal publishing processes

• Siloed products

• Lack of granularity / compenentization in offerings (products, services, research)

Many driving factors lie outside current IR project scope…


Search experience is the focus of broader dissatisfaction with Client.com ability to meet needs

• Experience does not meet IR needs and usage patterns

• Quality and quantity of finding tools lags business model and offerings


Client Analysts

Client analysts create the valuable research and data delivered to customers via Client.com. Client Analysts specialize in a particular area of the market, and often have contact with customers needing additional clarification or insight into Client actions and viewpoints.

Client.com Customers

This group includes the range of Client.com customers, from Ratings Advisors to Credit Analysts and Portfolio Managers

Audiences: Overview of User Groups

Client Services

This group provides Client.com customers with service and support for the research and data or analytics offerings delivered via the web site. It includes customer facing roles, as well as IT staff, and Issuer Relations.

Internal AssociationExternal association

Client.com Users (non paying)

This group utilizes Client.com to support diverse purposes inlcuding research and regulation, that are not connected to a credit issue or other buying or selling decision.


User Research Framework

Client Customers

Client Analysts

Client.com Subscribers

Issuer Relations

Client Service Desk

Research assessed IR needs of internal and external users.

All Information Retrieval Needs



Client Customers

Client Analysts

Client.com Subscribers

Issuer Relations

Client Service Desk

All users rely on Client.com user experience to meet IR needs…

All Information Retrieval Needs



Product / Service Delivery (.com)

Research Creation

Ratings Generation

Issuer Relations

Customer Support

Internal Information Retrieval Needs

Internal users assessed spanned major Client processes…


Product / Service Delivery

Research Creation

Ratings Generation

Issuer Relations

Customer Support

User Research Analysis

IR

IR

IR

IR

IR

Internal users rely on Client.com to support other processes.

Internal Process Needs


User opinions of IR capabilities are driven by unsupported usage and expectations.


Internal users have more intense needs and usage patterns• Broader range of IR needs

• More specific IR needs

• More complex IR needs

• Greater frequency of use

• Time pressure

• Cumulative frustration

• Reduced forgiveness for error / failures



Internal usage patterns expose IR problems more quickly & clearly

• Internal users represent Client to customers

• They are expected to know more and have greater capabilities than customers

• Many roles have customer contact / support aspects



User assessments of IR differ based on association with Client

Users associated with Client have a negative view.

Users not associated with Client have a neutral (or positive) view



Solution Recommendations

Revise roadmap to address all information needs

Provide IR experiences for all levels of structure

•Modes

•Patterns

• Lifecycles

•Structures


Solution Recommendations

Offer internal users focused IR solutions and experiences

Meet other needs (not IR) with dedicated / integrated solutions

• Research and publishing

• Content management

• Document management

• Customer support

• Collaboration


Suggested Vision For IR Architecture


Research Creation

Ratings Generation

Issuer Relations

Customer Support

IR

IR

IR

IR

IR

Common IR architecture and services supports all needs.

Information Retrieval Architecture



Research Creation

Ratings Generation

Issuer Relations

Customer Support

Solution Implications

Publishing Document Mgmt

Collaboration

CRM

IR

IR

IR

IR

IR

Internal needs may be better met by dedicated user experiences.


Q & A

Questions?

Thank You!

@mojoe

[email protected]

Search Me: Designing Information Retrieval Experiences

Business

Transcript of Search Me: Designing Information Retrieval Experiences