Search & Discovery Patterns

morville@semanticstudios.com Peter Morville, Enterprise Search Summit 1

morville@semanticstudios.com 2

morville@semanticstudios.com Design for Discovery Search Patterns Peter Morville & Jeffery Callender 4

morville@semanticstudios.com in•for•ma•tion ar•chi•tec•ture n. •  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. 5

morville@semanticstudios.com Design for Discovery “Search is among the most disruptive innovations of our time. It influences what we buy and where we go. It shapes how we learn and what we believe.” Search Patterns Peter Morville & Jeffery Callender Illustrated by Jeff Callender, Q LTD 7

morville@semanticstudios.com Most of the complaints we get are due to the way users search; they use the wrong keywords. t's ght. I That's Ri Yeah. rs! d Use e Stupi thos 8

morville@semanticstudios.com $earch Metrics Home Depot • Conversion rate increased over 30% in first two weeks. • Double digit increase in average order size. Cabot Corporation • Technical information downloads increased by 48%. • Email and telephone inquiries reduced by 21%. Sigma-Aldrich • Increased successful searches from 53% to 83%. • Increased site traffic to the final product detail page by 80%. “A leading e-commerce site reported a revenue increase of $370 million in the year following launch.” Source: Endeca 9

morville@semanticstudios.com Marcia Bates: Berrypicking, Evolving Search (1989) 10

morville@semanticstudios.com Search is a… Complex, Adaptive System Goals Interaction Features Indexing Tools Psychology Aﬀordances Technology Structure Process Behavior Language Algorithms Metadata Incentives Interface Query Results Engine Content Users Creators Source: Search Patterns (2010) 11

morville@semanticstudios.com Principles of Design Incremental Construction Progressive Disclosure Immediate Response User Predictability Alternate Views Information Recognition Over Recall Minimal Disruption Direct Manipulation Interface Context of Use 12

morville@semanticstudios.com Incremental Construction Progressive Disclosure one step at a time… more within reach… 13

morville@semanticstudios.com Immediate Response Predictability flow requires feedback… feed-forward features and results… 14

morville@semanticstudios.com Direct Manipulation Context of Use tapping into muscle memory… the delight is in the details… 15

Realtime Search morville@semanticstudios.com 18

Mobile Search morville@semanticstudios.com 19

Kiosk Search morville@semanticstudios.com 20

TV Search morville@semanticstudios.com 21

morville@semanticstudios.com 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 22

morville@semanticstudios.com 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. 23

Behavior Patterns morville@semanticstudios.com Quit Query Results Thrashing Query Results Narrow Query Results Results Pearl Growing Document Results Expand Query Results Results 25

Design Patterns morville@semanticstudios.com Auto-Complete Federated Search Query Results Qu... Results Destination Suggestions Best First Faceted Navigation Query Results Query Results Results Advanced Search Structured Results Query Map AND Results OR NOT 26

morville@semanticstudios.com Auto-Complete Qu... Results Destination Suggestions Because typing (and typos) take time. 27

morville@semanticstudios.com Auto-Complete Auto-Suggest 29

morville@semanticstudios.com Best First Query Results In search, results must be simple, fast, and relevant. 30

morville@semanticstudios.com 43% 15% 10% 5% 31 Source: Marti Hearst’s Search User Interfaces (2009)

morville@semanticstudios.com Federated Search Query Results Because users don’t know where to look. 35

morville@semanticstudios.com Faceted Navigation Query Results Results Multiple ways to search (and browse) in combination. 38

"laptop" > $910 - $1070 > Hewlett Packard > At least 1 GBmorville@semanticstudios.com > 14 - 15 Inch > Bluetooth > 4 - 5 lbs 39

morville@semanticstudios.com Limited facets after Rich facets upon initial search. selecting a category. 47

Structured Results morville@semanticstudios.com 48

Actionable Results morville@semanticstudios.com 49

Redefining Search morville@semanticstudios.com 51

Question Answering morville@semanticstudios.com 52

Decision Making morville@semanticstudios.com 53

Understanding morville@semanticstudios.com 54

Pattern Recognition morville@semanticstudios.com 55

What We Search morville@semanticstudios.com 56

How We Search morville@semanticstudios.com 57

morville@semanticstudios.com find·a·bil·i·ty n 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·ent adj Surrounding; encircling; enveloping (e.g., ambient air) the ability to find anyone or anything from anywhere at anytime 58

Augmented Reality morville@semanticstudios.com 61

Ubiquitous Service Design morville@semanticstudios.com Information is blurring the lines between products and services to create multi-channel, cross-platform, trans-media, physico-digital user experiences. 32,000 B.C. Visual Thinking I n t e rt w i n g l e 1976 Information Architecture 1995 User Experience 1982 Service Design 2005 Ubiquitous Computing 1986 Interaction Design http://semanticstudios.com/publications/semantics/000633.php 62

morville@semanticstudios.com I follow a plant that tweets. Her name is pothos and she lives in Toronto with Angela, an information architect. When pothos is thirsty, she asks for help. Sometimes days pass before the water comes. Bruce Sterling once noted, "Futurism doesn't mean predicting an awesome wonder; rather it means recognizing and describing a small apparent oddity that is destined to become a great commonplace." 63

morville@semanticstudios.com 65 The URL Is Dead, Long Live Search

morville@semanticstudios.com Over 50% of REI online business is picked up in a store. 66

Cross Media Integration morville@semanticstudios.com 67 Source: Subject to Change (2008)

morville@semanticstudios.com

morville@semanticstudios.com My Shelf 71

morville@semanticstudios.com Desktop 0MI40B0/NI-S/NRG0 !""#$#%&'()*#+,#-)")./)#0.()# # # # ######1.2)#3#&4#35 !"" .MN +GNS/HU204 >.RBSTBUV0G F XFOP PQFW #$%&$ !'()'* M.4 ?.B0M/S.I)G.ML04 ;0ZUM4 +,('-).,$/ C QYPD XFFW @0]N /($0'1 & ' ( ) * Mobile 8 9 : ; ()23+''4)2& (N0Z4I@UNI 1 @ A 1./23 4-./0 ,HUVM -).,$ /$"$3(,)% #4-.^UB ?URZ0 >.BB +NN0M_.MN +$"0 /(!&( .,$5 #) -)&$ ).$& 3!&( 6!37 (,("$/ Kiosk 72

morville@semanticstudios.com http://www.slideshare.net/jessmcmullin/ 73

morville@semanticstudios.com “When a unique identifier is attached to an object, it becomes possible to collect the metadata about that object into a single information shadow.” “The unique identifier is the leverage point with which to access and manipulate the whole information shadow in relation to similar shadows.” While Kuniavsky advises that we view information as one of many design materials (like wood and carbon fiber) from which devices can be made, he also highlights its role as “the core material in creating user experiences.” 74

morville@semanticstudios.com Scales of Experience Mike Kuniavsky 1cm 10cm 1m 10m 100m 1km Covert Mobile Personal Environmental Architectural Urban 75

morville@semanticstudios.com Heuristics for Pervasive Information Architecture Andrea Resmini & Luca Rosati http://pervasiveia.com/ 76

Service Design morville@semanticstudios.com The difference between products and services is more than semantic. Products are tangible objects that exist in both time and space; services consist solely of acts or process(es), and exist in time only. The basic distinction between ‘things’ and ‘processes’ is the starting point for a focused investigation of services. Services are rendered; products are possessed. Services cannot be possessed; they can only be experienced, created or participated in. Though they are different, services and products are intimately and symbiotically linked. How to Design a Service by G. Lynn Shostack (1982) 77

Customer Journey Mapping morville@semanticstudios.com Task Touch Points 79

morville@semanticstudios.com Multi-Channel Cross-Media Watch Search for Get Watch Return Movie Movie Movie Movie Movie Desktop Desktop Airplane Laptop Laptop Car Mobile Mobile Television Television Ann Arbor Washington Kiosk Kiosk 80

morville@semanticstudios.com Home Mobile Office 81

Search is a Wicked Problem morville@semanticstudios.com •  Hybrid between design, engineering, and marketing. •  No definitive formulation. •  Considerable uncertainty. •  Complex interdependencies. •  Incomplete, contradictory, and changing requirements. •  Stakeholders have radically different world views. •  It’s a project and a process. •  The problem is never solved. 82

morville@semanticstudios.com User Experience Honeycomb: Searcher’s Edition Useful Accessible Is it useful? Is search the right Will it work for all users? Are solution? Will it help our users features and results accessible achieve their goals? And, given to blind and visually impaired the state of technology, should users? Can people search from we revisit our goals? Can search a wide variety of platforms and be more? browsers? Usable Credible Is it easy to use with maximum Does the design inspire trust? efficiency and minimal error? Do the order and display of Are there affordances for novice results convey authority? Will and expert searchers? Are there users believe that the top gentle slopes to support results are the best or most learning? popular or most relevant? Desirable Valuable Is it satisfying to use? Does it What is the value of search? make people want to search? Does it build the bottom line or Does it embody the values and advance the mission? Is the identity of your brand? Does user experience aligned with search leverage the power of strategy? Can search confer emotional design? competitive advantage? Findable Erasable Can users find your site? Can How do these qualities interact? they find their way around your Which are most and least site? Can they find your content important to search? What have despite your site? Is search we missed? Go ahead. Erase a aligned with search engine few. Add your own. This is only optimization? a place to start. 83

morville@semanticstudios.com IA Therefore I Am Peter Morville morville@semanticstudios.com Search Patterns http://searchpatterns.org/ New! Semantic Studios http://semanticstudios.com/ Blog http://findability.org/ 87

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Search & Discovery Patterns

by Peter Morville on May 10, 2010

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Search & Discovery Patterns — Presentation Transcript