🔑 Key Search Insights
1. Titles are Important
Unclear titles make it difficult for a user to get to their Card. 25% of the time a user searches again to find their content the Card they choose was in their top results - clearer titles can help users identify results the first time.
Example: "T&E Best Practices" doesn't communicate "Travel and Expenses" unless you know it well or work in accounting.
2. Favorited Cards live up to their name
Favoriting Cards used most often or creating a Favorite List can make it easier to find the Card for which a user is looking. If you see yourself using a Card more than once a week it's worthwhile to favorite it!
3. Content audits help users find the most important content
The average user can access 1000+ cards, but even the best speed reader can't use all that content. Making sure knowledge that isn't being used is archived can make it easier to get so that super important information. If you want to keep something but move it to a place it can't be seen consider another Collection.
Example: "2019 Company Kick Off Logistics" can be really helpful for future planning or review but probably doesn't need to be accessed by all your users. Moving it to an Admins only Collection or archiving can make it all the easier for them to find the pertinent 2020 content.
4. Users are busy and don't always have time for the perfect search
Analyzing search terms across teams relative to the Cards that were used showed us that users consistently search with broad terms related to the topic that could yield many results.
Example: Searching "CPU" may bring up internal IT information, external support content about troubleshooting, and engineering documentation on a product.
👟 Action Items
1. Titling Check
Run through your most popular Cards by Group in Analytics and ensure the title reflects the content in quick and logical bits. The "Searches Producing Results" module of Analytics shows admins what keywords are most used - make sure these are reflected in the title of Cards. Discuss with your team a titling pattern to be consistent across a Collection, templates can also help your team stick to this pattern. It's also useful to add these frequently used keywords as tags to the Cards.
Examples: "Competitor: Google", "Feature: iFraming", "Email Template: Call Follow-Up", "FAQ: How do I log in?"
2. Use the Language of End Users
While reviewing your popular Card titles make sure the terms your team is using are represented in the language of the Card. If amongst your team you call a feature by an acronym or nickname, that name should be in the title and content of the Card. The author may write the content according to official company terminology, but the user may be searching according to informal keywords or acronyms.
Examples: The company term is "URL", the user is searching "address". The company term is "point of sale", the user is searching "POS".
3. Archive Old Content
Use the Card Manager filters to find Cards that haven't been viewed in the past six months and archive. If the knowledge is important but your team isn't using it consider sending a Knowledge Alert to remind them it's there.
4. Favorite Cards
To have easy access to frequently used Cards, users can favorite Cards and if they want another level, curate them into personalized lists. From the Guru dashboard, users can quickly navigate to those lists. From the search results, users can decide to filter to only surface their favorited Cards.
5. Train Users for your Specific Team Content
Educate your end-users on features like favorites lists, and on the keywords you've found surface the Cards they need most.
If they know a phrase in the Card, using quotation marks around a phrase in the search can cut down on irrelevant results. If they don't know it exactly avoid the quotes - but if you're confident this can get you there faster.
Seasoned Guru users often describe "learning" finding the information they need, suggesting they know the right terms to bring up certain content. It could be useful to crowdsource these often-used queries and make it part of new user onboarding to Guru.
👨🎓Guru's Search Moving Forward
Improving search is top of mind for Guru - we know that this is a key component of Guru and we aim for the highest caliber of user experience. We strive to give users a search experience that is both intuitive and innovative to help them access the knowledge they need as efficiently as possible. To make this possible we have a dedicated team of data scientists, engineers, designers, and product managers who are focused on making sure knowledge in Guru finds you—when and where you need it.
At the heart of this vision is our search algorithm and experience, which we are constantly evaluating and improving on. We run daily experiments and are upgrading our platform to bring you the best possible search results. If you have any feedback or questions don't hesitate to reach out and for more information on the team read this blog post featuring our lead data scientist.