Enterprise Search: An Information Architect's Perspective

Enterprise Search An Information Architect’s PerspectivePeter Morville, SLA 2012 1

Marcia Bates: Berrypicking, Evolving Search (1989) 7

Search is a… Complex, Adaptive SystemSource: Search Patterns (2010) 8

Principles of DesignIncremental ConstructionProgressive DisclosureImmediate ResponsePredictabilityAlternate ViewsRecognition Over RecallMinimal DisruptionDirect ManipulationContext of Use 9

Incremental Construction Progressive Disclosureone step at a time… more within reach… 10

Immediate Response Predictabilityflow requires feedback… feed-forward features and results… 11

Realtime Search 14

Mobile Search 15

Kiosk Search 16

There is one timeless way of building. It is thousands of years old, and the same today as it has always been. The great traditional buildings of the past, the villages and tents and temples in which man feels at home, have always been made by people who were very close to the center of this way. It is not possible to make great buildings, or great towns, beautiful places, places where you feel yourself, places where you feel alive, except by following this way. And, as you will see, this way will lead anyone who looks for it to buildings which are themselves as ancient in their form, as the trees and hills, and as our faces are.The Timeless Way of Building Christopher Alexander 17

Window Place (180) Everybody loves window seats, bay windows, and big windows with low sills and comfortable chairs drawn up to them.May be part of:• Entrance Room(130)• Zen View(134)• Light on Two Sides(159)• Street Windows(164)May contain:• Alcoves(179)• Low Sill(222)• Built-In Seats(202)• Deep Reveals(223)A Pattern Language Christopher Alexander et al. 18

Behavior Patterns 20

22Because typing (and typos) take time.

Auto-Complete Auto-Suggest 24

25In search, results must be simple, fast, and relevant.

43%15%10%5% 26 Marti Hearst’s Source: Search User Interfaces (2009)

Because users don’t know where to 32 look.

37Multiple ways to search (and browse) in combination.

"laptop" > $910 - $1070 > Hewlett Packard > At least 1 GB >14 - 15 Inch > Bluetooth > 4 - 5 lbs 38

Structured Results 43

Actionable Results 44

Redefining Search 46

Question Answering 47

Decision Making 48

Pattern Recognition 49

Understanding 50

What We Search 51

How We Search 52

find·a·bil·i·tyn The quality of being locatable or navigable. The degree to which an object is easy to discover or locate. The degree to which a system or environment supports wayfinding, navigation, and retrieval. am·bi·entadj Surrounding; encircling; enveloping (e.g., ambient air)the ability to find anyone or anything from anywhere at anytime 54

Polar Bear IA in•for•ma•tion ar•chi•tec•turen. • The structural design of shared information environments. • The combination of organization, labeling, search, and navigation systems in web sites and intranets. • The art and science of shaping information products and experiences to support usability and findability. • An emerging discipline and community of practice focused on bringing principles of design and architecture to the digital landscape. 55

Fragmentation Fragmentation into multiple sites, domains, and identities is clearly a major problem. Users don’t know which site to visit for which purpose.Findability Users can’t find what they need from the home page, but most users don’t come through the front door. They enter via a web search or a deep link, and are confused by what they find. Even worse, most never use the Library, because its resources aren’t easily findable.

Web Strategy1. One Library2. Core Areas3. Network Intelligence 59

Where architects useforms and spaces to designenvironments for inhabitation,information architects usenodes and links to createenvironments for understanding.Jorge Arango, Architectures 63

“Desire Lines” 65Photo: Berkeley Path Gallery by Kevin Fox

Modes of Information Seeking Marcia Bates, UCLA (2002)“We absorb perhaps 80 percent of all our knowledge throughsimply being aware in our social context and physicalenvironment.” 69

Experiences Across Channels

World’s Best Information ArchitectSource: Subject to Change (2008) 72

Desktop MobileKiosk 75

Sensors• Location (GPS)• Orientation (Compass)• Motion (Accelerometer)• Orientation/Motion (Gyroscope)• Touch (Multi-Touch, Gestural)• Light (Ambient)• Proximity• Device (Bluetooth)• Audio (Microphone)• Image/Video (Camera)• RFID (Soon) 76

“After a half-hour, a three-tone alert sounds…If thebottle still has not been opened, the system makes anautomated reminder phone call to the patient or acaregiver. The GlowCap system compiles adherence datawhich anyone can be authorized to track. That way thedoctor can make sure Gramps stays on his meds.” 78

BrainPort Camera in glasses captures video. Image recreated on grid of 400 electrodes. User feels the shape on the tongue. Brain learns to see through the tongue. 82

Touchpoint Taxonomy Media Book Channel Platform Newspaper Web Web MagazineProduct Social Media iOS VideoPackaging Email Android AudioPrint Catalog Messaging Poster Mac OS X Billboard TelephoneCall Center Print MS WindowsWebsiteBlog ContextFacebook HomeTwitter Work WalkingYouTube Device DrivingEmail Desktop ShoppingDirect Mail Laptop Scale PlaneRadio Mobile Party Covert Tablet PersonalTelevision Television Mobile Social Personal Kiosk Location Environmental Time Architectural Task Urban 83

Design Principles 84

Cross-Channel Strategy http://findability.org/archives/000652.phpComposition multi- or cross-channel; mix of platforms, devices, media; coherenceConsistency brand, features, organization, interaction balanced against value of optimizationConnection links, tags, signs, maps; call to actionContinuity bookmark, resume playback, flowContext personal, social, location, time, taskConflict 85 identify/resolve, org chart, free-riding

Adapted from Cross-Platform Service User Experience portal.acm.org/citation.cfm?id=1851637 86

Craft beautiful designs that deliver a quality experienceto your users no matter how large (or small) their display. 1. Fluid Grids 2. Flexible Images 3. Media Queries 87

Why Separate Mobile & Desktop Web Pages at Bagcheck? With a dual template system, we were able to optimize: 1. Source Order 2. Media (Speed, Quality, Interaction) 3. URL Structure Navigation 4. Application Design at TopNavigation at Bottom 89

To make the right decisions about composition andconsistency, you need a cross-channel strategy. 90

Design for Connection 91

Over 50% of REIonline business ispicked up in a store. 92

BarcodeIdentifies a Product (e.g. Kellogg’s Frosted Flakes 14 oz.)QR CodeInitiates a Response (e.g., URL, Message, Phone, SMS, Email) 95

Price CheckProduct DetailEndless Aisle 97

Continuity 98

Conflict 99

Context 100

Cross-Channel We must leave our Marathoncomfort zones, cross-train, and collaborate. Triathlon 101

Source:delightability.com 104

morville@semanticstudios.com 106

morville@semanticstudios.comUX Swimlanes 107

morville@semanticstudios.com 109

What architects do forbuildings, information architects dofor…

“There is a problem in discussing systems onlywith words. Words and sentences must, bynecessity, come only one a time in linear, logicalorder. Systems happen all at once. They areconnected not just in one direction, but in manydirections simultaneously. To discuss themproperly, it is necessary to use a language thatshares some of the same properties as thephenomena under discussion.”

"In an era of cross-channelexperiences and product-servicesystems, it makes less and lesssense to design sitemaps andwireframes without also..."

“…mapping the customer journey, modeling the system dynamics, andanalyzing impacts upon business processes, incentives, and the org chart."

morville@semanticstudios.comRichard Saul Wurman’s Sandcastles (1971). Stolen from The Nature of IA by Dan Klyn (2010).

IA Therefore I AmPeter Morvillemorville@semanticstudios.comUnderstanding IA (Prezi)http://is.gd/iapreziBloghttp://findability.org/Twitter@morville 119

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Enterprise Search: An Information Architect's Perspective

by Peter Morville on Jul 16, 2012

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