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Intuitive dialogs powered by search (in 30 minutes)
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Intuitive dialogs powered by search (in 30 minutes)

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Abstract: Create intuitive, search powered dialogs by focusing on three core aspects:

Abstract: Create intuitive, search powered dialogs by focusing on three core aspects:
Disambiguation, Actionable results & Search management.

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    Intuitive dialogs powered by search (in 30 minutes) Intuitive dialogs powered by search (in 30 minutes) Presentation Transcript

    • CO2 conservation If you have to print this presentation: • Most printers support 2 sided printing. (Win: Print  Properties  Finishing) • This presentation has good readability with 2 slides per page. (Win: Print  Print what  Handout). Intuitive dialogs powered by search A 30 minutes introduction to Search user experience (UX) Abstract: Create intuitive, search powered dialogs by focusing on three core aspects: Disambiguation, Actionable results & Search management. Purpose: To provide an introduction to UX aspects of search services. Intended audience: Team members in ongoing & potential projects. Bjørn Tennøe, Senior consultant search UX © 2008 FAST Global Services
    • 1. Disambiguation Today’s UX topic: Intuitive dialogs powered by search nokia nokia phones nokia n73 nokia 5310 Intuitive dialogs powered by search: nokia.com nokia india Disambiguation 1. Actionable results 2. Search management 3. 2. Actionable results Popular UX topics out of scope: Recommendations 4. Web 2.0 influencing search 5.  Buy now  Buy now Public vs. intranet searches 6. Sunshine cleaning Local Color 19:00 18:50 Layout & usability tactics 7. 3. Search management Follow up seminar available 3
    • Summary: Align to the user perspective with personalized search Your roots are in business Don’t reflect its structure & technology to your customers Create value with relevant, actionable search © Bjørn Tennøe 2005 4
    • Next Gen UX powered by search
    • Towards natural language and intuitive use From remotes and handhelds, via computer programs to web services, there is a multi-decade trend towards more intuitive user experiences. Analogy from handheld devices 1980’s 2010’s Button mania Soft keys, Touch, wands, Vocal dialogs & reduction more reduction gestures
    • Microsoft’s bet: Search is the new paradigm for man machine interaction Generations of man / machine interaction: i. Command line ~ 1970 ii. Icon driven ~ 1985 iii. Search ~ 2000 Using natural language, search redefines how people interact with computers. Following the command line and the icon driven interfaces, search powers the third generation of man-machine interaction. 7
    • Without personalized search: Information overload     X Search http://lasvegas.litware.com/ Las Vegas Litware Las Vegas Illustrated: Wireframe Welcome Sarah  Friday December 12 2008 Your profile  Logout  Help  Contact us Search showing a conscierge service not relying on personalization. The complexity is undesirable 12:00 16:00 20:00 24: for the selected user group. Weather Gonzo: The Life and Work World of Vaudeville Tor 27. nov kl 2200 of Hunter S. Thompson Parkteatret Scene Tor 27. nov kl 1300 Av Best of Burlesque Filmens Hus 8
    • A simple & targeted experience with personalized search     X Search http://lasvegas.litware.com/ Las Vegas Litware Las Vegas Illustrated: Wireframe of a Welcome Sarah  Friday December 12 2008 Your profile  Logout  Help  Contact us Search search & recommendations powered conscierge service. 14°C Sarah, our top recommendations to you: Compared to the previous Current: Sunny Wind: E at 0 km/h slide, note the simplification, Pecha Kucha Night Vol. 8 – in design & architecture 19:30 Humidity: 65% which is desirable for the 14 presenters are allowed a slideshow of 20 images, each shown for 20 seconds. This results in a total presentation time of 6 selected user group. minutes 40 seconds on a stage before the next presenter is up. With DJ & live gigs. David Bowie in Las Vegas Contest >> You could win a trip for 2 to see David Bowie in Las Vegas! A Reality Tour is David Bowie's first world tour in nearly a decade. Sony’s Musiclub is proud to offer you a chance to ... columbiarecords.com/​davidbowie/​musiclub Power Gym with Mike Nash – in fitness & the Mirage 19:30 Lets’s do a late night work out! You bring your calories and Mike brings the best of 80s & 90s workout music to this high-octane session! >> Sunshine Cleaning news & trivia Amy Adams Recounts Her 'Ten Best Days' It's nervous-making time at Sundance ‘Enchanted' star picked for Palm Springs International... 9
    • Federated recommendations with rich data & presentation     X Search http://lasvegas.litware.com/ Las Vegas Litware Las Vegas Illustrated: Wireframe of a Welcome Sarah  Friday December 12 2008 Your profile  Logout  Help  Contact us Search search & recommendations powered conscierge service. 14°C Sarah, our top recommendations to you: Compared to the previous Current: Sunny Wind: E at 0 km/h slide these recommendations Add Zowie Bowie – in show & pop 21:30 Humidity: 65% are presented in a more The glitzy, glamorous duo and their high voltage  Your activities: band will set the Rocks Lounge on fire with their actionable manner, while still 15:00 – Enterprise search scintillating, sexy sound. keeping the interface as At Red Rock Casino & Hotel – skramsta, dagne & 16:00 – Monetization de… simple as possible. joj are going – 13 comments 19:00 – Sunshine Cleaning  (26 ratings)  Current location (Change): 767 5th Ave, Las Vegas Movies at Contoso Theater, Las Vegas Ca 19 A You M  Map for Contoso Theater,  Buy now  Buy now  Buy now  Buy now 5th Av 89th St, Las Vegas Sunshine cleaning Local Color I’ve loved you fo... Local color Enlarge map  A 19:00 18:50 19:15 19:00 Las Vegas Restaurants with free tables 21:00 Olive Garden Italian TAO Restaurant La Mia Donna Italian Restaurant Restaurant M    Book Book Book 24 reviews, directions, 214 reviews, directions, 17 reviews, directions, You 10 menu, and more » menu, and more » menu, and more »
    • 1. Disambiguation 2. Actionable results 3. Search management
    • Search disambiguation: From vague question to clear answer Paris Search The capital or Texan town or A celebrity 1. Do you mean... Term disambiguation Query suggestion Facts or Hotels or News 2. We have several kinds of results, including... Source filtering 3. What are your Navigators Result 1 or Result 2 hotel preferences? Vacant Faceted navigation Document Actionable results 12
    • Stage 1: Initial formulation Query completion nokia nokia phones nokia n73 nokia pc suite nokia 5310 nokia.com nokia n82 nokia e51 nokia 5610 nokia india nokia 6120 Query completion facilitates disambiguation by helping the user express a more refined query. 13
    • Stage 1: Initial formulation Did you mean  Misspelled query  Did you mean  Example results  Documents with misspelling  Variation 14
    • Stage 2: Intent discovery – layout A Sources displayed separately • Different types of entities (news Primary Secondary articles, images, video, wiki source sources entries etc.) are shown in discrete regions of the page. • This principle can be valuable if there is a finite and well defined set of entity types. Secondary sources Tertiary source 15
    • Stage 2: Intent discovery – layout B Results split into categories • Categories may reflect overall information architecture. Category A Category i • Splitting into categories is valuable if the categories are highly relevant to the user in the current context. Category ii All content must be structured into Category B categories/sources. Category iii • This layout principle may work better for retail services (e.g. Lefdal) than for portals & information self service (e.g. Category C Ireland.com). 16
    • Stage 2: Intent discovery – layout C Category tip results Source navigator  • Exemplified category results guide users Category to the desired category (result type). In (local)  this respect they can replace filters (navigators). • Not all results have to belong to Category categories. See grayed out examples to (news)  the left. • Within a category, composite results can be used for sub-categorization. E.g. for online stores, composite results can give main product lines prominent placement but allow accessories visibility. • Use when: There are good chances that users are interested in a known category or one result type is too dominating. • This principle allows for a flexible and partially unstructured data set with a wide variety of entity types. It does not have to adhere to a specific information architecture. Category (video)  17
    • Stage 3: Known intent, source with uniform data Multi-dimensional Navigators • a.k.a. filters, drilldown, etc • Navigators augment the traditional search result by adding explicit filtering options. • FAST provides navigators out of the box. • Add metadata to allow for customer centric drilldown • Retail service eToys adds Age, Price & Gender to allow for customer centric drilldown, e.g. supporting gift shopping. Example from non ESP site 18
    • 1. Disambiguation 2. Actionable results 3. Search management
    • Actionable results: A better match between intent and content From: To: Ca 19:00 – Movies at Contoso Theater, Las Vegas Identify  Buy now  Buy now  Buy now  Buy now Act Sunshine cleaning Local Color I’ve loved you fo... Local color 19:00 18:50 19:15 19:00
    • Actionable results: Breaking out of the document paradigm ”autumn” ”aapl” ”weather ny” ”moby” Terminology • Microsoft Live Answers • Google OneBox • Yahoo! Shortcut • Also known as Composite results, Blended results & Universal search. 21
    • Actionable results: Use structured data 22
    • Actionable results: Direct answers ”relevancy” ”adriana miguel ny” ”time in canberra” ”paris hilton height” 23
    • Actionable results: Queries with specialized formats ”n199ua” ”patent 7158961” ”25$ in €” 24
    • Interactive, actionable results ”madrid to oslo” ”jobs in california” ”departed” ”4 South Moger Avenue, Mount Kisco, NY 1054” 25
    • Technical relevancy: <?xml version=quot;1.0quot; encoding=quot;utf-8quot; ?> <QUERYTRANSFORM NAME=quot;FastQT_Lemmatizerquot; ACTION=quot;Modified the R = Recall × Precision queryquot; QUERY=quot;steffenquot; CUSTOM=quot;Modified FQL treequot; MESSAGE=quot;Term rerouted (lemmatization by document expansion)quot; User’s definition: R = Recall × Precision × Action Visual refinement Category tip Direct answer Interactive result 26
    • 1. Disambiguation 2. Actionable results 3. Search management
    • The prime minister not in the web results? (not a FAST index) 28
    • Search management is key to user loyalty Powerful visions & rich specifications lose their value if the organization isn’t ready to operate its search through diligent search management. 29
    • Manual result, created On Demand in the front end Why? Because 80% of Enterprise knowledge is undocumented Vacation calendar: Improve results Still haven’t found what you’re looking for? Promote result – find the document you are looking for and promote it Create result – Create a quick answer or link to this query Vacation Calendar: Define top result Query + Best link title. Example: Vacation Calendar – Ame…  Title: Text:  Generate from best link. Example: Vacation calendar for… Click to change Best link:  1. Create result The link whose contact person is closest to user  Hide other links Link 1: Americas Financial Services Beth Duggan Edit Delete  Link 2: AMS Arun Selvaraj Edit Delete  Link 3: Core Team Martha Eike Edit Delete  Link 4: Global Services Oslo Nina Trettenes Edit Delete  Add link – Add abbreviation – Add synonym Save Vacation Calendar Select your group's vacation calendar below. • + Add resource 2. Save result • Americas Financial Services –  Beth Duggan • AMS –  Arun Selvaraj • Core Team –  Martha Eike • Global Services Oslo –  Nina Trettenes Edit this result
    • Use search logs during specification 1. Research user needs During requirements gathering, use query logs to: • Categorize queries from the users’ perspective. • Assess how many searches are of an ambiguous nature. Query log - Basis for query categorization Categories identified from query logs Rank Top 6 queries Percent Category Acronym/Explana. Best bet Categories 1 time card 4,53 % HR & Organization HR & Organization 2 travel 2,45 % Ambiguous Tools & Services 3 eUniversity 2,20 % Tools & services E-learning + definition Employees & People 4 etravel 2,00 % Tools & services Products 5 inside track 1,83 % HR & Organization KM app + definition Clients & Companies 6 blackberry 1,76 % Ambiguous Professional terms 7 commuter 1,59 % HR & Organization Travel tool + definition Ambiguous  search center 8 store 1,52 % Products Unknown 9 expense 1,46 % Tools & services Reimbursement Malformed query  search center 10 acme 45 1,35 % Products 11 jira 1,27 % Tools & services Bugtracking + definition 12 security 1,10 % Ambiguous 13 stack metrix 0,98 % Unknown 14 scenario 0,97 % Ambiguous 15 thunder 0,96 % Tools & services Citrix based app 31
    • Use search logs during specification B. Research feature potential 1. Retrieve search logs & categorize popular 1 2 3&4 6 queries. Identify typical queries from each category. 2. Assess customers’ intent for these queries. 3. After understanding intent, identify the ideal results without trying out the search. 4. Then perform the search and compare ideal vs actual results. Outcome: Assessment of performance (quality of template and results) for each query according to intent. 5. Estimate quality of live service or specification (e.g. wireframes). 6. Review if/how refinement concepts will contribute to the result quality. • Example Excel sheet appended • Preferably, points 2 & 3 can be performed by actual users. 32
    • Conclusion
    • 1. Disambiguation Conclusion: Intuitive dialogs powered by search nokia nokia phones nokia n73 In the multi-decade trend nokia 5310 nokia.com towards more intuitive nokia india user experiences, Search powers the third 2. Actionable results generation of man-machine interaction. Three drivers for intuitive dialogs powered by search are:  Buy now  Buy now 1. Disambiguation Sunshine cleaning Local Color 19:00 18:50 2. Actionable results 3. Search management 3. Search management 35
    • More information available on demand Popular, recently updated topics in search user experience: • FAST Recommendations • Web 2.0 influencing search • Public vs. intranet searches • Layout & usability tactics 36
    • The User Experience consultancy in FAST Global Services • We help clients create great User Experiences. • The value: 1. Improved service quality. 2. Decreased process risk. • Deliverables include: • Interaction design 19:00 For entire services or specifically (first show) features powered by search • Scoping and requirements gathering • Expert review • UX best practices • Workshops & seminars 21:00 • For information, please contact Bjørn Tennøe – bjorn.tennoe@fast.no 37 Illustrated: UX specification for concierge service
    • FAST search consultancy contact points Search User Experience • Bjørn Tennøe bjorn.tennoe@fast.no +47 480 111 92 Search Business Consulting (SBC) • Define objectives & direction • Jan Skjøy jan.skjoy@fast.no Business Integration Services (BIS) • Define the right solution • Stein Jacobsen stein.jacobsen@fast.no 38
    • Thank you Bjørn Tennøe Senior consultant search UX FAST Global Services Mobile +47 48 01 11 92 bjorn.tennoe@fast.no a Microsoft Subsidiary www.fastsearch.com